Returns & Refund Policy

At Serenity Beds, customer satisfaction is important to us. This Returns & Refund Policy explains the terms under which products may be returned, exchanged, or refunded. By purchasing from us, you agree to the conditions outlined below.

1. Eligibility for Returns

You may request a return or exchange if:

• The product is faulty, damaged, or defective upon delivery

• The wrong item was delivered

• The product does not match the order placed

All return requests must be made within 14 days of receiving the product.

2. Non-Returnable Items

For hygiene and safety reasons, the following items are non-returnable unless faulty:

• Mattresses that have been opened, used, or removed from their original packaging

• Custom-made or made-to-order products

• Items showing signs of misuse, damage, or wear after delivery

3. Condition of Returned Products

Returned items must:

• Be unused and in original condition

• Include original packaging and accessories

• Be free from stains, odours, or damage caused after delivery

Serenity Beds reserves the right to refuse returns that do not meet these conditions.

4. Return Process

To initiate a return, please contact our customer service team with your order details and reason for return. Once approved, we will provide instructions for returning the item. Customers are responsible for return delivery costs unless the item is faulty or incorrect.

5. Refunds

Once the returned item is received and inspected, we will notify you of the approval or rejection of your refund. Approved refunds will be processed using the original payment method.

Refunds may take 5–10 working days to appear in your account, depending on your payment provider.

6. Exchanges

Exchanges are subject to product availability. If you wish to exchange an item, any price difference must be paid before the replacement is dispatched.

7. Damaged or Faulty Items

If your item arrives damaged or faulty, please notify us within 48 hours of delivery. Supporting images or videos may be requested to help us assess the issue and resolve it quickly.

8. Delivery Charges

Delivery charges are non-refundable unless the return is due to a fault or error on our part.

9. Cancellations

Orders may be cancelled before dispatch. Once an order has been shipped, cancellation will be treated as a return and subject to the terms of this policy.

10. Policy Updates

Serenity Beds reserves the right to update or amend this Returns & Refund Policy at any time. Any changes will apply to orders placed after the update date.

11. Contact Us

For return requests or questions regarding this policy, please contact us:

Serenity Beds
Phone: 07927 221 667
Email: shairaz_saleem@hotmail.co.uk
Address: 40 Heaton Avenue, Sandbeds, Keighley, BD20 5NQ