Return and Refund Policy

At Deccity, we want you to shop with confidence. This policy explains how returns, cancellations and refunds are handled. Nothing in this policy affects your statutory rights.

Change-of-Mind Returns

If you wish to return an eligible product because you have changed your mind, please contact Deccity as soon as possible.

Where statutory cancellation rights apply to an online purchase, cancellation must be requested within the applicable 14-day period following receipt of the goods, with the goods returned within the required statutory timeframe.

Returned products must:

• Be handled with reasonable care.

• Be free from damage, stains, marks and excessive wear.

• Be securely packaged for return.

• Be dismantled where required for safe collection.

• Wherever reasonably possible, be returned in their original packaging.

Products should not be assembled, used or handled beyond what is reasonably necessary to inspect them.

Where a product has been used, assembled, damaged, marked, stained, inadequately packaged or otherwise handled beyond what is reasonably necessary, Deccity reserves the right to make an appropriate deduction from the refund to reflect any resulting reduction in value, where permitted by law.

Customers are responsible for the cost of returning unwanted goods. As beds and mattresses are large items, Deccity can arrange collection where available. A £70 collection charge will apply where Deccity arranges a change-of-mind collection.

This charge does not apply where Deccity is responsible for return costs because goods are faulty, damaged or not as described.

Made-to-Order & Custom Products

Many Deccity products are manufactured after an order is placed.

Products manufactured to a customer's individual specifications or clearly personalised are not normally eligible for change-of-mind cancellation where the statutory exemption applies.

This may include:

• Non-standard or specially requested dimensions.

• Bespoke alterations outside our standard product options.

• Products clearly personalised to individual requirements.

Selecting from Deccity's standard range of available sizes, fabrics, colours or storage options does not necessarily constitute personalisation for this purpose.

This does not affect your statutory rights where goods are faulty, damaged or not as described.

Mattress Returns & Hygiene

Where a mattress is supplied sealed for health or hygiene protection, change-of-mind cancellation rights may no longer apply once the protective seal has been removed after delivery, where permitted by law.

Customers should therefore inspect the mattress before removing its protective hygiene packaging.

This does not affect your statutory rights if the mattress is faulty, damaged or not as described.

Order Cancellations

If you wish to cancel an order before delivery, please contact Deccity as soon as possible.

Where statutory cancellation rights apply, these will be honoured in accordance with applicable UK consumer law.

For products made to individual specifications or clearly personalised, cancellation may not be possible once production has commenced where the applicable statutory exemption applies.

Damaged, Faulty or Incorrect Products

Please inspect your order upon delivery where reasonably possible.

Visible damage should be reported to the delivery team and recorded before signing where possible.

Signing for delivery does not remove your statutory rights concerning faults, damage or issues that could not reasonably have been identified at delivery.

If you subsequently discover a fault, damage or believe an item is not as described, please contact Deccity promptly. We may request photographs or other reasonable information to investigate the issue.

Missed Deliveries & Redelivery

Customers are responsible for ensuring that someone is available to accept delivery on the agreed date where a delivery appointment has been arranged.

Where a delivery cannot be completed because nobody is available, reasonable redelivery charges may apply.

Products That Do Not Fit

Customers are responsible for ensuring their chosen product will fit through entrances, doorways, hallways, staircases and lifts and into the intended room.

Please check product measurements and access before ordering.

Where delivery cannot be completed because a product does not fit, reasonable return, collection or redelivery charges may apply where permitted by law.

Access Restrictions

Customers should inform Deccity of any relevant delivery restrictions before delivery, including restricted parking, narrow entrances, difficult staircases, restricted building access or other circumstances that may prevent safe delivery.

Where delivery cannot reasonably be completed because relevant access restrictions were not disclosed, reasonable redelivery or associated charges may apply where permitted by law.

Professional Assembly

Where a separate professional assembly service has already been fully performed, the assembly charge may be non-refundable where permitted by law.

If a bed is subsequently returned, it must normally be fully dismantled and securely packaged before collection unless otherwise agreed with Deccity.

Additional collection costs may apply where an item has not been prepared for collection as reasonably required.

Refunds

Once an eligible return has been received, or appropriate evidence of return has been provided where applicable, refunds will be processed in accordance with applicable consumer law.

• Refunds will normally be made to the original payment method.

• Applicable collection charges or lawful deductions may be deducted from the refund.

• Deccity may withhold reimbursement until the goods have been received back or satisfactory evidence of return has been provided, where permitted by law.

• We will notify you when your refund has been processed.

• Banks and payment providers may require additional working days for funds to appear.

Your Consumer Rights

Nothing in this policy limits or excludes your statutory rights under applicable UK consumer law, including your rights where goods are faulty, damaged, not as described or otherwise do not conform to the contract.

For return, cancellation or refund enquiries, please contact info@deccity.com.