Terms and Conditions
For the purpose of the following terms and conditions, the phrases “we” and “us” refer to Custom Made Mattresses website. The term “you” refers to users of this website and customers who have committed an order with us.
By using this website you are fully accepting any terms, conditions and disclaimers contained within this notice. If you do not agree with any part of these terms, you should refrain from ordering any goods. Orders placed by telephone are also bound to these T&Cs.
LEAD TIME & DELIVERY
The lead time for orders to be made is approximately 7 – 10 days. Thereafter, if delivery is required, the couriers we use will take between 1 – 3 weeks to deliver, depending on your location. We aim for delivery for up to 2 weeks, 3 weeks is just to cover ourselves. You will be keep updated once the mattress has been made and the couriers have given us a delivery date. This will be emailed to you and a delivery slot time will also be proved. On the morning of delivery, depending on the courier, you will either receive an email from the couriers with tracking information, a phone call before delivery will take place and in some case both.
Delivery only covers delivery of goods to the entrance of the property.
Please inspect your order on delivery. Once goods have been signed for and left at an address, it is agreed that they have been received in a satisfactory condition and the signature obtained acts as proof of delivery. In the case that damage is present you should either reject delivery or report the damage on the delivery note as you sign for the goods. Failure to follow this procedure may invalidate your claim for replacement goods.
Neither the buyer nor seller is accountable for situations where delivery of goods is delayed for reasons beyond our control. In these circumstances we will make every effort to notify affected parties about delayed deliveries and make alternative arrangements.
Payment for delivery of single mattresses can be paid online and will be delivered by XDP. For double and king size mattresses the payment is made directly to the couriers on delivery of your mattress. We use independent couriers for this service.
For all online card payments, we accept all major credit cards. These card payments are made through a secure transaction via takepayments. No card information is stored. You may contact us to make payments over the telephone with a card or if you wish to make a BACS transaction, where our information will be provided.
14 DAY RETURN POLICY
Under European regulations on distance selling (which have been incorporated in UK law), we are obliged to offer a full refund on all products within the first 14 days following delivery. This does not cover items which are bespoke, ie. custom size mattresses and beds, along with made to order products. Unless there is a manufacturing fault present.
DEFECTIVE PRODUCTS – RETURNS
If your product is defective, you have the same consumer rights as above. The refund will include the reimbursement of all delivery charges and we will cover the costs of having the product returned. After 14 days your product has a 1 year guarantee, after which time we will either replace the item or offer a refund at our discretion.
We are unable to accept items that are either soiled or un-hygienic. Therefore, please ensure that you use a mattress protector /cover. The guarantee is void if a fault results from misuse or the product. Examples of misuse would include :-
- Use without bed linen
- Subjecting the product to excessive wear and tear ie. Jumping up and down on the bed.
- Rolling or bending the mattress
CANCELLATION OF ORDERS
After placing your order, you will have a 24 hour cooling off period. Should you wish to cancel, please contact us as soon as possible and a full refund will be issued.
Because the mattresses are made from springs, please be aware that there may be a slight size difference. We would ask for a small tolerance of between 2 – 3 cm. Most times a tolerance is not required, however, in certain circumstances we may ask for one to be accepted.
Please feel free to collect your product from us free of charge. If possible, collect during office hours and ring to give advance warning that you intend to visit us.
Custom Made Mattresses, Unit 2, 1 Harrowby Street, Farnworth, Bolton. BL4 7BU
01204 412097 / 07890 580516
The entrance faces Albert Road. There is a small car park, this faces the Shell Station.