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Changed your mind or found a problem with your order? Our returns process is designed to make the next steps clear and straightforward.
We hope you’ll be delighted with your Cool Kid Beds order. However, we understand that sometimes you may change your mind or an item may arrive damaged, faulty or incomplete.
You can tell us that you wish to return most unwanted products within 14 days of receiving them. You’ll then have a further 14 days to send the goods back.
If something arrives damaged, faulty, incorrect or with parts missing, contact us and we’ll help put it right. We’ll cover reasonable return or collection costs when the problem is with the product or order.
For unwanted products, return costs are the customer’s responsibility. As beds, mattresses and furniture can be large and expensive to transport, please contact us before returning anything.
For most products purchased online, you can cancel your order within 14 days of receiving it without providing a reason.
To exercise this right, email info@coolkidbeds.co.uk within 14 days of the date on which you, or a person nominated by you, received the goods.
Once you have notified us, the goods must be returned within a further 14 days.
Unless the product is faulty, damaged, incorrect or not as described, you’ll be responsible for arranging and paying for its return.
If you wish to change or cancel an order before it has been dispatched, please contact us as soon as possible.
We’ll always try to accommodate your request. However, many of our products are dispatched directly by the manufacturer or its delivery partner, so we cannot guarantee that an order can be changed or stopped once processing has begun.
If the order has already been dispatched, it may need to be treated as a return. Reasonable costs incurred in stopping, redirecting or returning a non-faulty order may be deducted from your refund where permitted by law.
Refusing delivery does not automatically cancel your order. Please contact us directly if you wish to cancel.
Please email info@coolkidbeds.co.uk before returning anything and provide:
Products may be dispatched from and returned to different locations. We’ll provide the correct return address and instructions for your particular order.
Please do not send goods to our correspondence address or directly to a manufacturer unless we have provided written instructions.
Returned products should be:
We strongly recommend keeping the original packaging until you are satisfied with your order. If it is no longer available, suitable alternative packaging providing equivalent protection must be used.
You may inspect a product as you reasonably would in a shop. If it has been handled, assembled or used beyond what is necessary to check its nature, characteristics and suitability, we may reduce the refund to reflect any resulting loss in value where permitted by law.
You are responsible for the cost of returning an unwanted product when you have changed your mind.
Beds, mattresses and furniture can be large and expensive to transport. The cost will vary depending on the product, collection address and courier required.
We may be able to arrange a collection for you and will confirm the cost before making the booking. The cost of returning an unwanted item remains your responsibility even if the original delivery was free.
We’ll cover reasonable return or collection costs where goods are faulty, damaged, incorrect or not as described.
Please check that your mattress is the correct size and specification before removing or opening its protective packaging.
If a mattress has been opened, used, marked, damaged or handled more than reasonably necessary, this may affect its resale value and could result in a deduction from your refund.
This does not affect your rights if the mattress is faulty, damaged or not as described.
Please inspect the packaging and check the number of boxes when your order arrives.
If there is obvious damage, please record this with the courier where possible. You may refuse delivery if the product is clearly damaged, but accepting the delivery does not remove your legal rights if damage is discovered afterwards.
Please report visible damage to us as soon as reasonably possible, preferably within 48 hours. Early notification helps us raise the issue with the courier and resolve it more quickly.
Please provide:
Please retain all packaging until the issue has been resolved.
If your product is faulty, incorrect or not as described, contact us as soon as possible with your order number, details of the problem and supporting photographs.
Once the issue has been assessed, we’ll provide an appropriate remedy in accordance with your statutory rights. Depending on the circumstances, this may include replacement parts, a replacement product, repair, collection or a refund.
Please do not attempt to repair, alter or continue assembling a damaged or faulty product before contacting us, as this may make the problem more difficult to assess.
Many of our beds and furniture products arrive flat-packed across several boxes.
Before beginning assembly, please:
Email us your order number, the missing part numbers and photographs of the boxes and labels. Once confirmed, we’ll arrange for replacement parts to be sent as soon as reasonably possible.
Please do not dispose of the packaging or continue assembly until you have confirmed that all necessary components are present.
Where we arrange a collection, the product must normally be:
Collections are generally made on working days. You are responsible for making sure someone is available and the goods are ready when the courier arrives.
A failed collection or an item that has not been suitably prepared may result in an additional collection charge where the return is not due to a fault on our part.
Once a returned product has been received, we’ll inspect it and notify you when your refund has been processed.
Eligible refunds will be made to the original payment method within 14 days of receiving the returned goods or receiving acceptable evidence that they have been returned, whichever happens first.
Where we have agreed to collect the goods, the applicable refund period will be calculated in accordance with your statutory rights.
When you exercise an eligible right to cancel, we’ll refund the basic standard delivery charge paid for the order.
If you selected a more expensive premium or enhanced delivery service, the additional amount paid for that service is not normally refundable.
Where standard delivery was free, there will be no original delivery charge to refund.
For non-faulty returns, we may deduct:
Any deduction made from your refund will be explained to you.
Please ensure the delivery address and contact details supplied with your order are correct.
If delivery cannot be completed because nobody is available, access has not been provided, the delivery is refused without an identified fault or incorrect information was supplied, reasonable redelivery or return costs may be charged.
Refusing delivery does not automatically cancel the order. Please contact us directly if you wish to exercise your right to cancel.
No. Nothing in this policy limits or excludes your statutory rights.
Goods must be as described, of satisfactory quality and fit for their intended purpose. Your rights concerning faulty or misdescribed goods are separate from your right to cancel an online order because you have changed your mind.
Contact our team with your order number and we’ll explain the next steps.
Please contact us before returning any product. Return locations and collection arrangements may vary depending on the item ordered. Nothing in this policy affects your statutory rights.
