Information
Cancellations & Returns
Your rights to cancel or return a Berkshire & Rowe order — including how they apply to beds made to your own specification.
At a glance
- Made-to-order beds, bases and headboards can be cancelled free of charge until production starts. After that they are personalised to you and cannot be returned for a change of mind.
- Non-personalised items (such as mattresses in their original sealed packaging) can be cancelled within 14 days of delivery.
- Faulty or damaged goods are always covered by your statutory rights and our 1 year manufacturer’s warranty.
Made-to-order items
Beds, bases and headboards are built to the size, fabric, colour and storage you choose. Under the Consumer Contracts Regulations 2013, goods made to your specification are exempt from the 14-day cancellation right. If you contact us before production begins, we will cancel your order and refund you in full, less any non-refundable third-party charges already incurred.
Once production has started we cannot accept a change-of-mind return. In exceptional cases we may agree to take back an undamaged item that can be resold; a collection and restocking charge of up to 30% of the sale value may then apply, and we will always quote this before you agree.
Changing your mind about non-personalised items
For items that are not made to your specification, you can cancel within 14 days of the day you receive them, without giving a reason. Tell us in writing, then return the item within a further 14 days. We will refund the price you paid, including standard delivery, within 14 days of receiving the item back (or evidence that you have returned it).
You are responsible for the cost of returning the item, and it must be unused and in its original condition. For hygiene reasons, mattresses can only be returned if their sealed packaging is unopened, unless they are faulty.
Faulty or damaged goods
Please inspect your order on delivery where practical and tell us about any transit damage or defect as soon as possible. Under the Consumer Rights Act 2015 you are entitled to a full refund for faulty goods reported within 30 days of delivery, and to a repair or replacement after that. This is in addition to our 1 year manufacturer’s warranty against manufacturing defects.
How to start a cancellation or return
Email [email protected] or call +44 (0)1488 684 210 (Monday–Friday, 9am–5pm) with your order details and the reason, or use our contact form. Please do not arrange your own courier unless we ask you to — bed bases usually need a two-man collection, which we will arrange.
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