Refund policy

Alter Ego Beds produces bespoke, made-to-order bed frames, crafted to each customer’s specifications. We are committed to ensuring your satisfaction and complying with all relevant UK consumer protection laws, including the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013. 

 

1. Bespoke Product Disclaimer 

As our beds are custom-made to order, they are generally exempt from standard cancellation rights under the Consumer Contracts Regulations. This means you do not automatically have a right to cancel once production has begun unless: 

The product is faulty, not as described, or not fit for purpose under the Consumer Rights Act 2015. 

You cancel before production begins. 

However, we offer the following policy to provide reassurance and transparency. 

 

2. Return Eligibility 

We accept returns within 14 days of delivery, provided: 

The product is unused, unassembled, and undamaged. 

It is returned in its original packaging with all parts, tools, and instructions. 

It has not been customised or built to a specific order specification. 

Please Note: Used or assembled products are not eligible for return due to hygiene and safety standards. 

 

3. Non-Returnable Items 

We cannot accept returns for: 

• Used, assembled, or altered items 
• Custom-made or personalised orders (e.g., special sizes, finishes) 
• Items marked as Final Sale 

These exclusions are consistent with UK law concerning bespoke and hygiene-sensitive items. 

 

4. Faulty, Damaged, or Incorrect Items 

Under the Consumer Rights Act 2015, if your product is: 

• Faulty 
• Not as described 
• Unfit for purpose 

You are entitled to a full refund, replacement, or repair at no cost to you. 

Please report any issues within 7 days of receipt, providing clear photos or videos where applicable. We’ll work quickly to resolve the issue and cover any associated shipping costs if a return is required. 

 

5. Refunds 

Once your returned product has been received and inspected: 

Eligible refunds will be issued to your original payment method. 

Please allow 5–7 business days for funds to appear, depending on your bank. 

Restocking fees may apply if the product is not returned in the required condition. 

Refunds are not available for products that are incomplete, damaged through misuse, or outside the return period. 

 

6. Return Shipping 

Customers are responsible for return shipping unless the product is faulty or there was an error on our part. 

We recommend using a tracked and insured courier service. 

For defective items or shipping errors, we will provide a prepaid return label. 

Return address will vary depending on location of delivery. please cotact us directly.

7. Exchanges 

We do not currently offer direct exchanges. If you wish to receive a different product, please return the original if eligible and place a new order. 

 

8. How to Initiate a Return 

To request a return: 

Contact us within 3 days of receiving the item: 

Email: info@alteregobeds.com 

Include your order number, product name, and reason for return. 

Attach photos or videos if applicable (e.g., for damage). 

We will respond with return instructions and shipping information. 

 

9. Your UK Consumer Rights 

This policy does not affect your statutory rights. As a UK consumer, you are entitled to: 

A full refund within 30 days if an item is faulty or not as described. 

A repair or replacement within 6 months of purchase for defective goods. 

A partial refund if repair or replacement is not successful. 

For more details, visit: www.gov.uk/accepting-returns-and-giving-refunds 

 

10. Contact Us 

If you have any questions or would like to discuss your order, please get in touch: 

Email: info@alteregobeds.com 

Website: www.alteregobeds.com