Refund policy

Eva Sleep — Returns & Refund Policy

At Eva Sleep (evasleep.co.uk), every bed and mattress is bespoke and handcrafted to your exact specifications, including choice of fabric, size, headboard design, and comfort preferences.

Because our products are made specifically for you, our Returns and Refund Policy operates strictly in accordance with UK Consumer Law—specifically the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.

1. Bespoke & Made-to-Order Exclusions

Under Regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the statutory 14-day right to cancel or return goods bought online without a reason does not apply to items made to the consumer’s specifications or clearly personalised.

No Change-of-Mind Returns: Once manufactured, bespoke beds, headboards, and custom-sized or made-to-order mattresses cannot be returned, exchanged, or refunded simply because of a change of mind, incorrect choice of colour, fabric, size, or comfort preference.
Access & Dimensions: It is your responsibility to measure your room, doorways, stairwells, and hallways prior to ordering. We cannot accept returns, issue refunds, or accept liability if a bespoke item cannot fit into your property or chosen room.

2. Order Changes & Cancellations

We allow a brief cooling-off window before your order enters production:

Cancellation / Modification Window: You may cancel or request changes to your bespoke order within 24 hours of placing it online without incurring any charges.
Cancellations After 24 Hours: Once materials have been allocated or manufacturing has begun (after 24 hours), cancellations will be subject to a restocking/manufacturing fee of up to 50% of the order value to cover custom material and production costs.

3. Damaged, Defective, or Incorrect Goods

Your statutory rights under the Consumer Rights Act 2015 remain fully protected. All bespoke goods supplied must be of satisfactory quality, fit for purpose, and match the description provided.

Upon Delivery

Please inspect all items thoroughly at the time of delivery before signing the carrier’s delivery note.
If any outer packaging is visibly damaged, note "Damaged on Delivery" on the courier sheet or reject the delivery immediately.
You must report any transit damage or missing components to our customer service team within 48 hours of delivery, supported by photographs of the damage and packaging.

Statutory Fault Rights (Consumer Rights Act 2015)

If your bespoke item develops a manufacturing fault or is delivered incorrect/defective:

Within 30 Days of Delivery: You have the right to an immediate full refund or a replacement.
Between 30 Days and 6 Months: We have the right to repair or replace the faulty item first. If a repair or replacement is impossible or unsuccessful, you are entitled to a full refund or a price reduction.
After 6 Months: You must demonstrate that the defect was present at the time of delivery. Warranties apply according to the specific bed/mattress guarantee provided at purchase.

Note: Normal wear and tear, misuse, accidental damage, inadequate mattress support (e.g., using an unsuitable slat base), or natural softening of mattress fillings over time do not constitute manufacturing faults.

4. Hygiene Requirements (Mattresses)

For health and hygiene reasons, mattresses that have been removed from their original sealed plastic wrapping cannot be returned or refunded unless they are proven to have a manufacturing fault under the Consumer Rights Act 2015.

5. Return Process for Faulty or Incorrect Goods

If you need to report a fault or request a return under your statutory rights:

Contact Us: Email our support team at support@evasleep.co.uk with your order number, a description of the issue, and clear photographs/videos of the defect.
Inspection: Our technical team will review the claim. In some cases, an independent bed inspection company may be dispatched to evaluate the item in your home.
Collection: If the item is confirmed faulty or incorrect, we will arrange and pay for the collection of the goods at a time agreed with you.
Remedy: Upon receipt and verification at our facility, we will process your repair, replacement, or refund in accordance with your statutory rights.

6. Refunds Processing

Approved Refunds: Refunds for valid claims will be issued to the original payment method used during purchase (e.g., credit/debit card, Klarna, Clearpay).
Processing Time: Once approved, refunds are processed within 14 calendar days of us receiving the returned goods (or receiving proof of return/collection).
Delivery Fees: Original delivery charges will only be refunded if the entire order was delivered damaged, faulty, or incorrect.