The Ivy Bespoke Adjustable Bed

Refunds & Returns Policy Summary 

• You have 14 days to change your mind after receiving your order

• You then have another 14 days to return the item

• Items must be returned in an unused resaleable condition

• If your item arrives faulty or damaged, we’ll put it right

• Refunds are processed within 14 days of receiving the return

This summary is for guidance only. Full details are below.

Refund & Returns Policy

This policy applies to online purchases made through our website and does not affect your statutory rights under UK consumer law.

Your right to cancel (change of mind)

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, without giving a reason.

To exercise this right, you must notify us within this 14-day period by contacting our Customer Services team on 01566 774 030.

Once you have notified us of cancellation, you have a further 14 days to return the goods to us.

Returns must be logged with us before items are sent back. Returns received without prior notification may be delayed or refused due to lack of traceability.

Faulty or damaged items

If your item arrives damaged, faulty, or incorrect, please notify us as soon as reasonably possible, and ideally within 48 hours of delivery, so we can resolve the issue promptly.

Nothing in this policy limits your rights under the Consumer Rights Act 2015.

Condition of returned goods

You may unpack and inspect the goods to check they are as expected. You may handle the product only to the extent necessary to assess it, as you would in a physical retail store.

Please retain all original packaging and take reasonable care of the item. If the goods have been used, installed, including being handled more than necessary, resulting in a reduction in value, we reserve the right to make a deduction from your refund to reflect that loss in value, as permitted by law.

Where appropriate, we may request photographs of the item before authorising a return.

Refunds

Once your returned item has been received and inspected, we will issue a refund within 14 days.

Refunds will be made using the original payment method. Delivery charges are refunded only where required by law (for example, if the item is faulty or incorrect).

Return costs

Unless the item is faulty or incorrect, you are responsible for the cost of returning goods. Return shipping costs are non-refundable.

For items valued over £450, we recommend using a tracked and insured delivery service, as we cannot be responsible for items lost in transit.

Assisted collections

If you are unable to return your goods without assistance, we can arrange a collection service via one of our logistics partners at a reasonable cost.

Items must be fully packaged, sealed, and suitable for transport. A returns reference number must be obtained before any collection can be arranged.

If additional support is required to dismantle or repackage your product, we recommend Healthcare Distribution Direct, who can ensure the item is returned safely.

Exchanges

We only offer exchanges where an item is faulty or damaged.
To request an exchange, please email info@uniquemobility.co.uk.

Approved returns should be sent to:

Unique Mobility
Unit 2a Scarne Industrial Estate
Launceston Mobility Centre
Launceston
PL15 9HS
United Kingdom

Sale items

Sale items are non-refundable unless faulty, in line with UK consumer law.

Late or missing refunds

If you have not yet received your refund:

1. Check your bank account again

2. Contact your card provider, as processing times may vary

3. Contact your bank for further information

If you have completed the above steps and still have not received your refund, please contact info@uniquemobility.co.uk.