Your Consumer Rights
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, if you buy goods from us online or by phone, your consumer rights entitle you to cancel your order and obtain a full refund if you request one within 14 days after delivery of the goods. This does not apply to the products listed as exclusions below, unless they are faulty, damaged, missing or otherwise not in accordance with specification.
Before Delivery:
You can amend / cancel an order FOC provided none of the exclusions below apply:
Fully timber Hasena beds can only be cancelled up to 3 working days prior to the estimated shipping date advised to the customer by email in the days following order placement.
In case of bed orders, fully or partly consisting of upholstered components, items with mix-and-matched components - i.e. not shown on the web site, made to order items, special size items, items purchased in a finish/es available but item not showing in that finish/es on the web site, items not on sale on the web site, mattresses, items with mix and matched components i.e. items not sold as shown or not on sale on the web site, a claim for any abortive labour and materials costs may be made for up to 50% of the order amount whether the item has been dispatched or not, because the manufacturing process starts from the moment you place the order.
To cancel a Contract, you must inform the Company in writing.
In case of wardrobe order:
You can amend/cancel your Stylform free of charge (wardrobes or anything else branded Stylform) up to 5 days prior to dispatch from Germany;
Within 5 days prior to dispatch from Germany, free-of-charge cancellations/amendments are not possible anymore; Amendments to order imply possible price variations, and will impact the lead time, which may reapply in full from the day you amend the order;
If the goods have already been dispatched, free-of-charge cancellations/amendments are not possible any more;
For all other brands, such as Quarrata, Veneran, Hasena upholstered (partly or fully) items, Yatsan, Guardia, cancellation/amendments of orders is not possible anymore after 3 working days since placing your order, as the manufacturing process starts from the moment you place the order.
If the goods have been delivered:
If you are contracting as a consumer, you may cancel a Contract at any time within 14 days, from delivery date. In this case, you will receive a full refund of the price paid for the Goods in accordance with the Company refund policy.
You will not have any right to return any of the following Goods:
- mattresses, pillows, bedding, due to hygienic and health reasons.
- special size items.
- Ex-showroom clearance items.
Unless having ascertained manufacturing faults, made to order items, items with mix-and-matched components - i.e. not shown on the web site, beds with upholstered components, items purchased in a finish/es which is available but items not shown in that finish on the web site, you will be entitled to a part refund only, as a claim for any abortive labour and materials costs may be made for up to 50% of the advertised price.
In case of wardrobe order:
For Sliding Door Wardrobes: There needs to be a minimum 6-7 cm clearance void above the wardrobe, between wardrobe and ceiling, to allow fitting of the doors.
Please check the overall dimensions, including the passe-partout frame too, when opting for it, in the Dimensions Tab;
The clearance along the width needs to be a minimum 2-3 cm to allow fitting of the last side end panel.
For Hinged/Bi-fold Door Wardrobes: There needs to be a minimum 2-3 cm clearance void above the wardrobe, between wardrobe and ceiling, and along the width, to allow fitting of the doors/side end panels.
Please check the overall dimensions, including the passe-partout frame too, when opting for it, in the Dimensions Tab;
In case of no fitting due to insufficient space, there will be a penalty charge / restocking fee of 50% of the value of the wardrobe.
In case there are no conditions for the safe installation of any products, leading to a return, a 50% restocking fee will be applied and deducted from the refund.
This provision does not affect your statutory rights.
When you return Goods to the Company:
- Because you have cancelled the Contract with the Company within the fourteen-day cooling-off period, provided no exclusions apply, the Company will refund the price of the Goods in full, including the cost of sending the item(s) to you, if extra transport charges were charged at time of order. Head2bed will deduct from any refund the cost of recovering goods from customers. In case the bed or wardrobe or other items has also been assembled at your property and you then decided the product is not of your liking, you will be charged with disassembling cost and return haulage, which is typically in the region of £ 120.00 +VAT per bed, and £ 130.00 + VAT per wardrobe (starting price, but it depends on the wardrobe size and interior accessories. You can return the products through our logistics network or by your own chosen method, though either are at your cost and responsibility and are provided the goods are returned in good conditions. If the goods are found to be damaged on receipt, the cost of the replacement part(s) shall be deducted from your refund. After receipt of the returned goods, the Company will examine them to ascertain there are no damages and that all conditions have been accounted for and will notify you of your refund via e-mail within a reasonable period of time. The Company will usually process the refund due to you as soon as possible and, in any case, within 30 days since receipt of the returned goods.
- Because the goods were faulty: it is in our interest to sort the problem out. You are entitled to replacement of the faulty parts only if partial replacement is possible, so we will offer partial or full replacement, or allowances, or repairs. If you were not happy to accept any of these, then the faulty goods only can be returned against full refund, including a refund of the delivery charges for sending the item to you if extra delivery charges were charged. The cost for returning/collection will be paid for by Roberto Rossellini Ltd T/A Head2bed, c/o Carlton Furniture, Turret C, Harrington Mills, Leopold Street, NG10 4QE.
- If the faulty goods were part of a larger set, and you wanted to return the full set, the return costs including dis-installation will be charged and deducted off the refund. Please check if any penalty charges apply;
- If at time of collection/dis-installation the goods were found damaged, with damages you had never reported until time of complaint, you may be denied the possibility of returning the goods and having a refund;
- REFUNDS WILL NOT BE PROCESSED UNLESS THE GOODS ARE PACKAGED IN THEIR ORIGINAL PACKAGING AND ARE IN A SALEABLE CONDITION.