Cancellation and Returns
We offer all customers a 14-day cooling off period in which you can cancel your order. You can do this by emailing us with your order number. Alternatively, you can write to us at the address shown on our website.
Any custom-made products are non-returnable and non-refundable this includes any custom sized headboards, footboards or side rails.
In line with our returns policy, your item(s) needs to be:
- Unused
- In its original packaging (with the tags)
- In a resaleable condition
- With its proof of purchase
- You’ll also need to return any free items that came with the product.
Orders cannot be cancelled after the 14 days have passed.
Any items being returned due to customer error (for example, because the customer has ordered the incorrect size) and/or where the product is not faulty there will be a charge of £175 to cover the admin, onward delivery and refund process.
Please contact us to request order FREE Fabric Samples before placing an order if you are unsure of the colour. We will not accept a return once the bed has been delivered and you dislike the colour or material.
Return costs are to be covered by the customer. We will inform customers of these costs when you contact our customer service team to initiate a return.
If the product is cancelled before being dispatched, an administration fee of £75 is payable. If delivery cannot be made on the day requested due to access issues or unforeseen circumstances we will attempt a re-delivery at your request on a specific day for a charge of £50.00 per pallet. If you have any queries then please email us at info@johnstonesbeds.co.uk
All returned/exchanged products (including the boxes) must be in their ORIGINAL CONDITION PACKAGING. (PLEASE DO NOT TAPE UP OR WRITE ON THE BOXES).
They must also be suitably packaged.
Customers are advised to retain proof of postage from the courier service of their choice before returning any products.
We are unable to accept responsibility of the goods until they have been received in our warehouse and are not liable for any goods lost in transit.