Refund and Returns Policy

1. Scope and Definitions

This policy applies to all products manufactured and supplied by Home and Furniture Land Ltd (“the Company,” “we,” “us,” “our”) to both retail and commercial customers (“the Customer,” “you,” “your”) within the United Kingdom.

2. Customer Types

2.1 Retail Customers

Retail customers are individuals purchasing products for personal, domestic, or household use under the Consumer Rights Act 2015.

2.2 Retail Partners

Retail partners are businesses that purchase our products for resale to end consumers.

2.3 Commercial Customers

Commercial customers are entities purchasing products for business or commercial use.

3. Bespoke Products

All our beds are manufactured to order according to customer specifications and are therefore classified as bespoke items under UK law. This classification has important implications for returns and refunds.

4. Legal Framework

Our policy operates within and complies with a comprehensive legal framework that includes:

• The Consumer Rights Act 2015
• The Consumer Contracts Regulations 2013
• The Consumer Protection from Unfair Trading Regulations 2008
• The Sale of Goods Act 1979 (as amended)
• Business-to-Business contracts governed by common law principles

5. Inspection and Acceptance

5.1 Initial Inspection Period

Upon delivery, customers must conduct a thorough inspection of all products. The delivery team will be present during this initial inspection, and any visible defects should be reported immediately.

5.2 14-Day Assessment Period

Following delivery, customers have a 14-calendar-day period to report any manufacturing defects. To make a claim:

• Submit detailed written documentation via email
• Include clear, detailed photographs of the issue
• Wait for assessment by our technical team (completed within 2 business days)
• Receive written communication of assessment outcomes

6. Returns Process

6.1 Investigation and Assessment

Our returns process begins with a thorough investigation, which includes:

• Customer submission of clear photographs showing the alleged defect
• Company review of evidence within 2 business days
• Technical inspector dispatch if necessary
• Attempted on-site repairs when possible
• Collection of products requiring workshop repairs

6.2 Collection Service

We maintain strict control over our returns through our in-house collection service:

• All collections are handled exclusively by our in-house delivery team
• Collections are free of charge within the UK mainland
• We only collect from the original delivery address
• Collections are scheduled within 5 business days of approval

7. Refund Timeline

• Day 1: Item collection and initial inspection by delivery team
• Days 2-3: Quality control inspection at our warehouse
• Days 4-5: Refund processing and approval
• Days 6-7: Refund issued to original payment method

Total maximum time from collection to refund: 7 business days.

8. Warranty Coverage

8.1 Bespoke Beds (3-Year Limited Warranty)

Our bed warranty covers:

• Structural frame integrity issues
• Hardware and mechanism functionality
• Joint stability problems
• Manufacturing defects in headboard/footboard

The warranty excludes:

• Cosmetic wear from normal use
• Customer-induced damage
• Unauthorized modifications

9. Policy Updates

Home and Furniture Land Ltd reserves the right to update this policy. Any changes will:

• Be communicated via our website
• Not affect existing orders
• Apply only to new purchases
• Comply with current legislation

10. Jurisdiction

This policy is governed by English law. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.