Direct Delivery Brand - Return Policies
Returns
Missing Parts or Fixings:
If you’re missing parts or need a fitting, please email our customer service team at returns@slumberbunks.co.uk. All our products come with a 12-month warranty.
Returns, Non-Delivery, Part Delivery, and Damaged Items:
For any issues related to non-delivery, partial delivery, or damaged items, you must notify us in writing within 3 days of the dispatch date. To expedite the process, please email all relevant details and photos to our customer service team as soon as a problem is reported. Each case is handled individually, and if a return is approved, we will issue a refund once the item is returned to us.
Important Notice:
If any product is found to be faulty or damaged upon unpacking, it must be repacked in its original packaging to be eligible for return.
Third-Party Carrier Deliveries:
Please note that we are not responsible for any damage caused by third-party carriers. Any such damage must be reported and claimed directly from the carrier. A clear signature on the delivery note confirms that the goods were received in good condition.
Direct Home Delivery Service:
For direct home deliveries, please follow the above guidelines to ensure a smooth and efficient process.
1. Contact returns@slumberbunks.co.uk stating reason for return plus any relevant documentation i.e jpeg images
2. You will then receive a confirmation reponse within 48 working hours;
3. Provided the return is approved, you will receive an email outlining charges and the amount to be refunded;
4. If collection is required, we will call or email you to arrange a convenient collection date;
5. Once the item(s) are back in our brands possession, they will be inspected;
6. Provided the inspection is successful, a refund will be issued in accordance with our T&C's;
7. The refund amount will be credited back to the original payment method used for the purchase. However, If it is not possible under the circumstances, we will request alternative card or bank details.;
8. Your refund will take between 3 - 10 working days to process, subject to your card type.
Please ensure that you have read our returns policy before submitting the email. If you require any help or have any questions regarding this procedure, please do not hesitate to email us direct at contactus@slumberbunks.co.uk
Collection Fees:
If you require us to collect your item, then a collection surcharge will also be applied to the refund. The cost of this depends on the item(s) to be returned and also the location that they are being collected from.
Items Faulty Within Warranty Period
In certain cases, manufacturers will need to provide a specialist on-site inspection of the damaged item(s) in order to ascertain the fault. Failure to accept the inspection will result in the return being refused.
Goods must be returned in an as new condition. If items have been assembled and/or modified or is made to order then we will be unable to accept the return. Also, if the product is an opened/used mattress or pillow, then this can't be returned due to health and hygiene reasons. If, when the goods are inspected we find any of the above has been breached we will return the item to you at your expense and no refund will be given. If the item is returned to us in accordance with our terms and conditions a refund will be provided minus the charges listed above.
For hygiene reasons mattresses cannot be returned if unwrapped or unsealed.
14 Day Rights
You have the right to cancel your online order up to 14 days from the day you receive your goods. You then have a further 14 days from the date you notify us of your cancellation to return the goods. Some products are made to order and are therefore exempt.
30 Day Rights
You have the right to reject goods that are of unsatisfactory quality, unfit for purpose or not as described. This right is limited to 30 days from the date of purchase.
Cancelling and returning goods
Slumberbunks are dedicated to offering the highest levels of quality and service. If you are not completely satisfied with any Item purchased from Slumberbunks Online Store, it can be returned for a refund within 14 days of delivery.
Cancellation
You are entitled to cancel your order or contract with us provided that you do so within 14 days of delivery. If you wish to cancel your order then you can do so by going to ‘contact us’ in the footer menu and completing the required form.
This shall not affect your statutory rights in relation to faulty products.
Goods not yet dispatched
If no goods have been dispatched, then we will provide a full refund within 7 working days of receiving your notice of cancellation including any shipping charges you have paid for.
Goods dispatched
If the goods have been dispatched, they must be returned in an unused condition, in the original packaging and complete with all original parts and accessories. Please ensure all parts are checked prior to building and any issues are reported at this time, as we cannot accept items back which have been partially or fully constructed.
Slumberbunks reserve the right to offer replacement parts, or an exchange to rectify issues reported to us after the construction of the item. Please note the guarantee does not cover partial refunds.
Returned items which are not in new or unused condition may not be fully refunded. Obaby will use nominated couriers and will organise delivery and/or collection. You will be responsible for delivery or collection costs.
For hygiene reasons mattresses cannot be returned if unwrapped or unsealed.
Items must NOT be returned unless there is a reference number given by our customer care team. You can obtain a reference number by registering your request by visiting www.obaby.co.uk/my-account/
Items being returned due to a change of mind will be subject to a collection charge. This will be typically charged at £10 per parcel depending on the weight and dimensions of the item(s).
We will make the refund no later than 14 days after we receive the return and our team have inspected the product(s). We may make a deduction from the refund for loss in value of any goods supplied if the loss is a result of unnecessary handling by you.
To qualify for a refund contact us at returns@slumberbunks.co.uk, the goods must be returned in an unused condition, in the original packaging and complete with all original parts and accessories.
Please note that any faulty product MUST be returned to Obaby in order to qualify for either a refund or an exchange. In order to arrange for a product to be returned, please get in touch with us by email at returns@slumberbunks.co.uk and give us a detailed description of the fault and attach images for us to send to Obaby on your behalf.
We will refund the price that you paid for the faulty products in full (including any basic delivery charges you have already paid) and will organise and pay any applicable delivery and/or collection charges.
Please note that refunds can take up to 14 days to process once goods have been inspected and fault(s) confirmed.
If you find a fault with your product(s) outside of the 30-day period and haven’t registered your products with us please get in touch with us to discuss options. We will deal with this type of faulty product on a case by case basis and will always ensure that your statutory rights are not affected.
For products purchased at third party retailers, please contact the retailer in the event that you wish to return your product.
Repairs
If your Obaby product suffers damage at any time during its lifespan, we may be able to arrange a repair for you at your cost. Please contact us for a quotation.
To arrange the collection of any item for repair, please log into the account you used to activate your warranty and complete the required form.
Your Statutory Rights
Our terms and conditions do not affect your statutory rights.
