Returns, Cancellations & Refunds Policy

Our returns policy explains the different options available when you need to cancel an order, return an eligible product or report a problem with furniture purchased from Restivo Beds.

Because beds, mattresses and other furniture products can have different characteristics, the correct process depends on the circumstances of your request. We encourage customers to review the relevant product information and applicable policy before making a purchase.

Our returns policy covers several situations, including:

• Order cancellations: When you wish to cancel an order before or after production has started.

• 30-night mattress trial: The conditions for requesting a return or other available resolution under our mattress trial.

• Change-of-mind returns: The arrangements that may apply if you no longer want an eligible product.

• Custom-made furniture: Important considerations for products made to specific customer requirements.

• Faulty or damaged products: What to do if your order arrives damaged, incorrect or defective.

• Collection arrangements: How to organise an authorised return and understand any applicable collection charges.

• Refunds: How refunds are assessed and processed.

• Bed frame guarantee: How our five-year bed frame guarantee relates to statutory consumer rights.

Please remember that a voluntary trial or commercial return policy is different from your legal rights. Your statutory rights depend on the circumstances and applicable consumer law.

For further information about product protection, read our Warranty & Guarantee Policy. If you have questions about a specific order, visit our Contact Us page.

We recommend keeping your order confirmation, delivery information and relevant correspondence until your enquiry has been resolved.

If you need to cancel an order placed with Restivo Beds, please contact our customer support team as soon as possible. Early contact gives us the opportunity to review your order status and explain which cancellation options may be available.

The process can differ depending on whether your order is awaiting processing, has entered production, has been dispatched or has already been delivered.

When requesting a cancellation, please provide your order number, the name used to place the order and the reason for your request. Our team can then identify your purchase and review the circumstances.

Cancelling Before Production

If production has not started, contact us promptly to request cancellation. We will check the order status and explain the next steps in accordance with the applicable terms and your statutory rights.

Please do not assume that an order has been cancelled until you receive confirmation from our team.

Cancelling After Production Has Started

If your order has entered production or involves made-to-order furniture, cancellation may be more complicated. Certain personalised or made-to-order goods may be exempt from specific change-of-mind cancellation rights under applicable law.

However, this does not mean that every made-to-order purchase is automatically non-cancellable in every circumstance. Your rights depend on the product, the agreement and the relevant legal requirements.

Orders That Have Already Been Dispatched

If your order has already been dispatched or delivered, the appropriate process may involve cancellation rights, a return request or another applicable remedy. Please contact us before arranging transport or returning an item.

For more information, read our Terms of Service and Returns, Cancellations & Refunds Policy.

You can also visit our Contact Us page to request assistance. We will review your circumstances and explain the available options rather than assuming that every order follows the same cancellation process.

Choosing a mattress is a personal decision. Comfort preferences vary, and it can take time to understand whether a mattress feels suitable for your sleeping needs.

Our 30-night mattress trial is intended to give eligible customers an opportunity to assess their mattress at home. The trial is a specific commercial arrangement and should be distinguished from a manufacturer's guarantee, the general returns policy and your statutory consumer rights.

Before requesting a return or exchange under the trial, please review the conditions applicable to your mattress and order. Eligibility, product condition and the arrangements available may depend on the terms supplied with your purchase.

How Does the 30-Night Trial Work?

If your mattress is eligible, use the trial period to assess its comfort and suitability. If you decide that it is not right for you, contact our customer support team to discuss the options available under the trial.

Please provide your order number, identify the mattress purchased and explain your concerns. Our team will review your request and explain the next steps.

Looking After Your Mattress

We recommend using a suitable mattress protector from the first night and keeping your mattress clean, hygienic and free from avoidable damage. Please follow any care instructions provided with your product.

If your mattress has stains, damage or hygiene issues, its eligibility under the voluntary trial may be affected by the applicable terms. This does not automatically determine your rights if the mattress is faulty.

Is the Trial the Same as a Statutory Return Right?

No. The 30-night mattress trial is separate from any statutory rights that may apply to your purchase. If a product is faulty or not as described, different legal remedies may be available.

Please contact us before arranging a mattress collection or return. Do not assume that a refund, exchange or collection is automatic until the applicable arrangements have been confirmed.

For further assistance, visit our Contact Us page or review our Warranty & Guarantee Policy.

We understand that circumstances can change after placing an order. You may decide that a particular bed frame, headboard, ottoman or other furniture product is no longer suitable for your home.

If you want to return an item because you have changed your mind, contact our team to establish which return arrangements apply.

For online purchases, consumers may have statutory cancellation rights under the Consumer Contracts Regulations 2013. The precise rules depend on the type of product, when it was received and whether a legal exception applies. Certain goods made to a consumer's specifications or clearly personalised may be exempt from some change-of-mind cancellation rights.

Before Requesting a Return

Please consider the following:

• Check whether the product is eligible for a change-of-mind return.

• Review the relevant product details and your order confirmation.

• Contact our team before arranging a collection or return.

• Keep the product and any supplied components together.

• Follow the instructions provided for preparing the product for return.

• Ask our team to confirm any applicable return or collection charges.

Do not assume that every item can be returned under the same conditions. Furniture that has been assembled, used or damaged may be subject to different practical return arrangements, depending on the applicable terms and law.

What About Mattresses?

If your mattress qualifies for the 30-night mattress trial, please follow the separate trial conditions. The mattress trial should not be confused with general change-of-mind cancellation rights.

How Do I Start?

Contact support@restivobeds.co.uk with your order number and a brief explanation of your request. Our team will review your circumstances and explain the process.

You can also read our Terms of Service and Contact Us page for additional information.

For independent guidance, consult the official GOV.UK consumer rights guidance. Your statutory rights remain separate from any additional returns policy offered by Restivo Beds.

Restivo Beds offers furniture with different product specifications and upholstery choices. Some products may be available in selected sizes, fabrics and colours, while other requirements may need to be discussed with our team before an order is placed.

When purchasing made-to-order or bespoke furniture, please review your chosen specifications carefully. Check the product dimensions, colour, fabric, configuration and any other agreed requirements before completing your purchase.

Can Custom-Made Furniture Be Returned?

Certain goods made to a consumer's specifications or clearly personalised may be exempt from specific statutory change-of-mind cancellation rights. Whether an exception applies depends on the product and the circumstances.

This does not mean that every made-to-order product is automatically excluded from all returns or legal remedies. If the product is faulty, incorrectly supplied or does not meet the agreed description, your statutory rights may still apply.

Check Your Specifications Before Ordering

Before placing an order, we recommend that you:

• Confirm the required bed size and dimensions.

• Review your selected upholstery fabric and colour.

• Check any customised design or configuration.

• Read the product description carefully.

• Keep written confirmation of any agreed special requirements.

• Contact our team if you need clarification before purchasing.

Fabric appearance may vary depending on lighting, screens and the material itself. If you need help assessing upholstery options, you can request information about our available fabric samples.

What If There Is a Problem With a Bespoke Order?

If you believe a custom-made item is faulty or differs from the agreed specification, contact our customer support team. Include your order number, a description of the problem and photographs where relevant.

Our team will review the issue and explain the appropriate next steps.

For further information, read our Terms of Service and Warranty & Guarantee Policy.

If you are planning a customised purchase, visit our Contact Us page before ordering so that you can clarify your requirements.

We want your order to arrive as expected. If your bed, mattress, headboard, ottoman or another product arrives damaged, appears faulty or differs from what you ordered, please contact us as soon as possible.

We understand that discovering a problem can be frustrating. Providing clear information helps our team understand what has happened and determine the appropriate next steps.

Report the Problem

When contacting us, please include:

• Your order number and the product name.

• A clear description of the problem.

• Photographs of any visible damage or suspected defect.

• Photographs of the packaging, if relevant and available.

• Details of any missing or incorrect components.

• Any other information requested by our team.

Please retain relevant packaging where practical until you have received guidance, particularly if the issue concerns transit damage.

What Happens Next?

Our team will review the information and may request additional photographs or details. Depending on the circumstances, we may need to investigate whether the issue relates to a manufacturing defect, transit damage, an incorrect item or another problem.

The appropriate resolution depends on the facts, the applicable terms and your statutory rights. Depending on the situation, legal remedies may include repair, replacement, rejection or a price reduction where the relevant legal requirements are met.

Do Not Confuse a Fault With a Change of Mind

A faulty product should not automatically be treated as a standard change-of-mind return. Your rights and the appropriate process may be different.

Similarly, a commercial guarantee does not replace your statutory rights under applicable consumer law.

For further guidance, read the official Consumer Rights Act 2015 and GOV.UK consumer rights guidance.

Please contact support@restivobeds.co.uk before arranging a return or paying for repairs yourself. Our team will explain the next steps based on your circumstances.

Beds and other furniture can be large or bulky, so it is important to arrange a return correctly. Please contact Restivo Beds before sending a product back or booking a collection.

Our team will review your request and explain the relevant procedure, including whether the item is eligible for return, how it should be prepared and whether any collection arrangements or charges apply.

Before a Collection

Please follow the instructions provided by our team. Depending on the product and the reason for return, you may need to:

• Confirm the collection address and contact details.

• Provide your order number and product information.

• Ensure the item is accessible for the agreed collection.

• Remove personal belongings and loose items.

• Follow instructions concerning packaging or disassembly.

• Confirm any collection appointment arranged with you.

Do not dismantle or package a product in a way that could cause damage unless instructed or reasonably necessary for safe handling.

Are Collection Charges Applicable?

Collection arrangements and charges may differ according to the reason for the return and the applicable terms.

For example, a voluntary change-of-mind return may be treated differently from a claim involving faulty goods. Any charge must be consistent with the applicable agreement and consumer law.

We will explain the arrangements relevant to your request. Please do not assume that every collection is free or that every return incurs a fee.

What If I Cannot Arrange Collection?

If you are unable to prepare the item or meet a proposed collection arrangement, contact our team before making alternative arrangements. We can explain the available options for your particular case.

For delivery-related information, visit our Delivery & Assembly page. If you need help with an existing order, you can also visit Track Your Order.

To begin a return request, email support@restivobeds.co.uk with your order number and the reason for your request. We will explain the next steps before you arrange transport or return the product.

If a refund is due following an eligible return, cancellation or other approved resolution, Restivo Beds will explain the relevant process and the arrangements that apply to your order.

Refund eligibility depends on the circumstances. A change-of-mind request, a cancellation, a mattress trial request and a claim involving faulty goods may follow different procedures.

How Will My Refund Be Issued?

Where a refund is approved, the method and timing will depend on the circumstances, the applicable legal requirements and the payment arrangements for your order.

Refunds are generally processed through the original payment method where appropriate and possible. If a different arrangement is required, our team will explain the options.

Please note that the time taken for a refund to appear in your account may also depend on your bank, card issuer or payment provider after the refund has been processed.

How Long Will a Refund Take?

The exact processing time can vary according to the reason for the refund and the payment method. We do not want to promise a fixed timeframe that may not apply to every order.

If your refund has been approved and you have not received it within the timeframe communicated to you, contact our team with your order number and relevant correspondence.

What About Deposits, Finance and Instalment Payments?

If you paid using a finance, instalment or buy-now-pay-later provider, the refund may need to be reflected in that provider's account or payment schedule. The precise process depends on the payment method and the provider's terms.

Please continue to check your payment account and any relevant provider notifications until the refund has been confirmed.

Need Help With a Refund?

Contact support@restivobeds.co.uk and include your order number, the date your refund was approved, if applicable, and the payment method used.

For additional information, read our Terms of Service and Contact Us page.

Your statutory rights remain unaffected by the administration of an eligible refund.

Restivo Beds offers a five-year guarantee for qualifying bed frames against eligible structural or manufacturing defects, subject to the applicable guarantee terms and conditions.

We want customers to understand how this guarantee relates to the general returns policy. A guarantee is an additional commercial commitment, whereas statutory consumer rights arise under applicable law.

What May Be Covered?

Depending on the product and the terms that apply, the guarantee may cover certain structural or manufacturing defects affecting the bed frame.

The guarantee does not automatically cover every issue that develops during the five-year period. Normal wear and tear, accidental damage, misuse, incorrect assembly and certain upholstery damage may fall outside the commercial guarantee, subject to the applicable terms.

These exclusions do not automatically determine your statutory rights if the product is faulty.

How Do I Make a Guarantee Claim?

If you believe your bed frame has a qualifying defect, please:

1. Locate your order number and proof of purchase.

2. Describe the issue and when you first noticed it.

3. Take clear photographs of the affected area.

4. Email support@restivobeds.co.uk.

5. Follow the instructions provided by our customer support team.

We may need further information or an inspection before determining the appropriate next steps.

Does the Guarantee Replace My Legal Rights?

No. The five-year guarantee does not replace your statutory consumer rights. The remedies available for faulty goods depend on the circumstances and the relevant legal requirements.

For more information about our guarantee, read the Restivo Beds Warranty & Guarantee Policy.

You can also consult the official Consumer Rights Act 2015 and GOV.UK consumer rights guidance.

If you have a question about a specific bed frame, contact our team with your order number and details of the issue. We will review the information and explain the process relevant to your purchase.

Some customers may choose additional services when purchasing furniture, such as professional bed assembly. If you need to cancel an additional service, please contact our customer support team as soon as possible.

The available cancellation options may depend on the service booked, whether the service has been scheduled, whether work has started and the terms agreed when you placed your order.

Before the Service Takes Place

If you no longer require a booked service, contact us promptly and provide your order number, the service selected and the scheduled appointment details, if applicable.

Our team will review the booking and explain whether it can be cancelled, changed or rescheduled and whether any charge applies under the relevant terms.

What If the Service Has Already Started?

If the service has already begun or has been completed, the position may differ from a cancellation made in advance. Your rights and any payment obligations will depend on the service agreement, the circumstances and applicable consumer law.

Certain rules may apply to services requested during a statutory cancellation period, including circumstances where a consumer has expressly requested early performance. The exact position should be assessed against the relevant agreement and law.

Refunds for Additional Services

If a service cancellation qualifies for a refund, our team will explain how the refund will be handled. Any applicable charge must be consistent with the terms and legal requirements that apply.

Please do not assume that cancelling a service automatically cancels the associated furniture order. These may be separate parts of your purchase and could require separate confirmation.

For information about furniture delivery and assembly, read our Delivery & Assembly page.

To request a cancellation, email support@restivobeds.co.uk with your order number and service details. Please wait for written confirmation before assuming that the booking has been cancelled.

If you want to return an item, cancel an order or enquire about a refund, contacting our team is the best starting point. We can review your circumstances and explain which procedure applies.

Please follow the steps below to help us identify your purchase and assess your request.

Step 1 — Find Your Order Number

Locate your order confirmation or other purchase record. Having your order number ready helps us identify the products and relevant order details.

Step 2 — Identify the Reason for Your Request

Explain whether you want to cancel an order, request a change-of-mind return, use the 30-night mattress trial, report a faulty product or enquire about a refund.

The reason matters because different arrangements may apply.

Step 3 — Provide Supporting Information

For a damaged, faulty or incorrect item, include clear photographs and a description of the problem. For a cancellation or change-of-mind request, identify the product and explain what you would like to happen.

Step 4 — Contact Customer Support

Email support@restivobeds.co.uk with your order number and request. Please use a clear subject line, such as Return Request — [Order Number] or Refund Enquiry — [Order Number].

Step 5 — Wait for Instructions

Our team will review your request and explain the next steps. Depending on the circumstances, we may ask for additional information, clarify eligibility or provide collection instructions.

Step 6 — Follow the Agreed Process

Please do not arrange a return or collection before receiving the relevant instructions. Keep any correspondence relating to your request until the matter is resolved.

Where Can I Get More Information?

Read our Returns, Cancellations & Refunds Policy and Terms of Service for additional information.

If your enquiry concerns an existing delivery, you may also visit Track Your Order.

Our team will explain the arrangements relevant to your request. The final outcome will depend on the applicable policy, your order details and any statutory rights that apply.

How do I return a product to Restivo Beds?

Contact support@restivobeds.co.uk with your order number and reason for the return. Our team will review your request, explain the applicable conditions and provide instructions before you arrange a collection or return.

Does Restivo Beds offer a mattress trial?

Yes. Restivo Beds offers a 30-night mattress trial for eligible mattresses, subject to the applicable terms and conditions. Contact our team to confirm the process that applies to your purchase.

Can I return a mattress during the 30-night trial?

If your mattress is eligible, contact our team to discuss your request under the trial. Eligibility, condition requirements and the available resolution depend on the applicable terms. Do not arrange a collection before receiving instructions.

Can I cancel my bed order after production has started?

Contact us as soon as possible. The available options may depend on the production status, product type, agreed terms and applicable law. Certain made-to-order products may be exempt from some change-of-mind cancellation rights.

Can I return custom-made furniture?

Some made-to-order or personalised goods may be exempt from specific statutory change-of-mind cancellation rights. However, faulty or incorrectly supplied products may still be covered by statutory protections. The circumstances determine the applicable rights.

What should I do if my furniture arrives damaged?

Contact our team promptly with your order number, a description of the damage and photographs where possible. We will review the information and explain the appropriate next steps.

Who pays for return collection?

Collection charges depend on the reason for the return, the applicable terms and relevant legal obligations. Contact us before arranging a collection so that we can explain the arrangements for your case.

How long will my refund take?

Refund timing depends on the circumstances, the payment method and the applicable legal requirements. We will explain the process when your refund is approved. Your bank or payment provider may require additional time to display the refunded amount.

Does the five-year bed frame guarantee cover every type of damage?

No. The commercial guarantee applies to qualifying defects under its terms and does not normally cover every form of wear, accidental damage or misuse. Your statutory rights remain separate.

Can I cancel professional assembly without cancelling my furniture order?

The furniture order and an additional service may have separate cancellation arrangements. Contact our team to confirm whether the service can be cancelled independently and whether any applicable charge applies.

Where can I read about my consumer rights?

You can read the official GOV.UK consumer rights guidance and the Consumer Rights Act 2015.

How do I contact Restivo Beds about a return?

Email support@restivobeds.co.uk with your order number and a clear explanation of your request. You can also visit our Contact Us page.

If you have questions about a furniture return, order cancellation, mattress trial or refund, our customer support team can help you understand the relevant process.

We recommend contacting us before arranging a return, booking a collection or making alternative arrangements for an item. This allows us to identify your order, check the circumstances and explain the correct next steps.

How to Contact Us

Customer Support Email: support@restivobeds.co.uk

Registered Business: Alawan Furniture Ltd, trading as Restivo Beds

Company Registration Number: 14183569

VAT Registration Number: GB485651065

Business Address:

Unit 5 Docking Ings Mill, 581 Bradford Road, Batley, England, WF17 8HB

What Information Should I Provide?

To help us deal with your enquiry, please include:

• Your order number.

• The name used to place the order.

• The product name and relevant details.

• The reason for contacting us.

• Photographs, if your enquiry concerns damage, a suspected defect or an incorrect item.

• Any previous correspondence relating to the issue.

Please avoid sending payment card details or passwords by email.