Refund, Cancellation & Returns Policy

At Alter Ego Beds, every bed is made to order in the UK and individually produced for the customer who ordered it.

We understand that circumstances can change and mistakes can happen. This policy explains how cancellations, amendments, returns, refunds and delivery issues are handled.

Nothing within this policy affects your statutory consumer rights.

1. Cancelling or Changing Your Order

If you need to cancel or change your order, please contact us as soon as possible at info@alteregobeds.com.

Every Alter Ego Bed is made to order. Once an order has been placed, we may begin allocating materials, components, manufacturing capacity and other resources specifically to that order.

Where production has not yet begun and no significant costs have been incurred, we will make reasonable efforts to cancel your order or amend your selected size, finish or configuration.

Where a customer chooses to cancel after materials, components or manufacturing resources have already been ordered, allocated or committed to their build, Alter Ego Beds may deduct a cancellation charge of up to 10% of the order value from any refund, where permitted by applicable law.

This charge is intended to cover reasonable costs and losses directly arising from the cancellation, including materials or components already ordered or allocated, payment processing, administration and committed manufacturing costs. The amount deducted will not exceed the reasonable losses incurred by Alter Ego Beds as a result of the cancellation.

Once production has begun, we may be unable to accept a cancellation under our voluntary cancellation policy where materials and manufacturing capacity have already been substantially committed to the order.

Where Alter Ego Beds agrees to a cancellation, any refund due after applicable deductions will be returned to the original payment method.

This cancellation policy does not affect any statutory cancellation, refund or other consumer rights available to you under applicable law.

2. Customer Ordering Errors

Customers are responsible for checking all order details before completing their purchase, including:

• Bed and mattress size

• Dimensions

• Wood finish

• Product configuration

• Accessories

• Delivery address

• Contact information

Full product dimensions are provided on our website and should be checked carefully before ordering.

If you discover an error before production begins, contact us immediately and we will make reasonable efforts to amend your order.

If Alter Ego Beds manufactures and supplies the product correctly according to the order placed, but the customer subsequently discovers that they selected the incorrect size, finish, configuration or other option, this will be treated as a customer ordering error rather than an incorrect product supplied by Alter Ego Beds.

Where we agree to accept a return in these circumstances, the customer will be responsible for the cost of returning the product to us where permitted by applicable law.

Once the returned product has been received and inspected, Alter Ego Beds may offer store credit towards a replacement frame in the correct configuration.

Any difference in product price, together with any applicable delivery charges for the replacement order, will be payable by the customer.

3. Returns

Where you have a statutory right to return an order, that right will be honoured in accordance with applicable consumer law.

Where Alter Ego Beds voluntarily agrees to accept a return outside of those statutory rights, the product must normally be:

• Unused

• Unassembled

• Undamaged

• Complete with all components, fittings and hardware

• Returned with its original packaging, or packaging providing equivalent protection

• In a condition suitable for resale

Due to the size, weight and value of our products, do not return a bed without contacting us first.

Unauthorised returns may be refused where legally permitted.

4. Bespoke & Personalised Products

Products manufactured to genuinely bespoke specifications or clearly personalised for an individual customer may be excluded from statutory change-of-mind cancellation rights where permitted by applicable law.

This may include products manufactured in non-standard dimensions, finishes, configurations or with modifications specifically requested by the customer which are not normally offered as part of our standard product range.

This does not affect your statutory rights where a product is faulty, damaged, not as described or otherwise does not conform to the contract.

5. Faulty, Damaged or Incorrect Products

Every Alter Ego Bed is individually manufactured and quality checked before dispatch.

If you believe your product has arrived damaged, contains a manufacturing fault or is different from what you ordered, please contact us as soon as reasonably possible.

Please provide:

• Your order number

• A description of the issue

• Clear photographs of the affected area

• Photographs of the packaging where relevant

• Video where this helps demonstrate the issue

Please retain the original packaging while the issue is being investigated.

Where Alter Ego Beds is responsible for the issue, we will provide an appropriate remedy in accordance with applicable consumer law.

Depending on the circumstances, this may include repair, replacement, replacement components or a refund.

Where a return is required because of a fault or an error made by Alter Ego Beds, we will cover reasonable return costs where required by applicable law.

6. Delivery Damage

Our beds are carefully packaged before leaving production. However, due to their size and weight, we ask customers to inspect their delivery and packaging as soon as reasonably possible after arrival.

If there is visible damage to the packaging, please photograph the packaging before opening or disposing of it.

If damage is discovered, please contact us promptly and retain all packaging until we have advised you otherwise.

We may require photographs of:

• The external packaging

• Shipping labels

• Internal packaging

• The damaged component

• The complete product where appropriate

This information allows us to investigate the issue with our manufacturing and delivery partners and determine the appropriate resolution.

7. UK Delivery & Returns

UK delivery is included unless otherwise stated at checkout.

Where a UK return is the result of customer error, including ordering the incorrect size or configuration, the customer will normally be responsible for the return transportation costs where permitted by applicable law.

Where Alter Ego Beds is responsible for supplying an incorrect or faulty product, we will arrange an appropriate remedy and cover return costs where required.

Please contact us before arranging any return. We will provide the appropriate return address and instructions.

8. International Orders

Orders delivered outside the United Kingdom are shipped internationally from the UK.

International shipping charges are calculated separately at checkout.

We aim to ship international orders on a Delivered Duty Paid (DDP) basis wherever this service is available.

For orders shipped DDP, Alter Ego Beds covers the applicable import duties, taxes and customs charges associated with the normal import and customs clearance process. Customers should therefore not normally be required to pay additional import duties or taxes upon delivery.

Customers remain responsible for providing any information reasonably required by the carrier or customs authorities to complete customs clearance and delivery.

In some destinations or exceptional circumstances, DDP shipping may not be available. Where an order cannot be shipped DDP, we will make this clear before dispatch and advise the customer of any potential charges or requirements.

9. International Delivery Times

International delivery estimates are provided in good faith but are not guaranteed.

Delivery may be affected by:

• Customs clearance

• Port or border delays

• Carrier delays

• Local delivery networks

• Severe weather

• Industrial action

• Government or customs inspections

• Other circumstances outside our reasonable control

Alter Ego Beds will provide available tracking or delivery information and will assist where reasonably possible if a shipment is delayed.

A delay caused by an international carrier or customs authority does not automatically mean an order is lost or eligible for cancellation or refund. Your statutory rights remain unaffected.

10. Refused International Deliveries & Unpaid Import Charges

Customers are responsible for accepting delivery of their order and paying any applicable import duties, local taxes, customs charges or clearance fees.

If an international shipment is refused, abandoned or returned because the customer:

• Refuses delivery

• Fails to pay applicable import charges

• Provides incorrect delivery information

• Fails to cooperate with customs clearance

• Fails to respond to reasonable contact attempts from the carrier or customs authority

Alter Ego Beds may, where permitted by applicable law, deduct or recover reasonable costs arising from this failure.

These may include:

• Return freight

• Storage charges

• Customs charges

• Carrier fees

• Redelivery costs

• Other reasonable costs incurred in recovering or returning the shipment

Any remaining refund due will be processed once the goods have been safely returned and inspected.

11. International Returns Due to Customer Error

Customers should carefully check all measurements, mattress sizes and product configurations before placing an international order.

If Alter Ego Beds has correctly manufactured and supplied the product ordered but the customer has selected an incorrect size, finish or configuration, the customer will be responsible for the cost of returning the product where permitted by applicable law.

International return freight can be substantial due to the size and weight of our bed frames.

Where we agree to accept such a return, Alter Ego Beds may offer store credit towards a replacement product once the returned goods have been received and inspected.

Customers must contact us before arranging an international return. We will provide the appropriate return location and instructions.

12. Return Shipping

Customers are responsible for return shipping costs where the return results from customer error or another circumstance for which Alter Ego Beds is not responsible, except where applicable law provides otherwise.

All returned products must be adequately protected for transportation.

We strongly recommend that customers use an appropriately insured and tracked freight or courier service.

Alter Ego Beds cannot accept responsibility for damage occurring during return transportation arranged independently by the customer.

Please do not return products to any previous Alter Ego Beds warehouse, distribution centre or manufacturing address.

The correct return location will be provided after your return has been authorised.

13. Refunds

Once an authorised returned product has been received, it will be inspected.

Where a monetary refund is due, it will be returned to the original payment method within the timeframe required by applicable law.

Your bank or payment provider may require additional time before the refund appears in your account.

Where store credit has been agreed instead of a monetary refund, the amount and conditions of that credit will be confirmed with you.

Where legally permitted, Alter Ego Beds may make an appropriate deduction where returned goods have suffered a reduction in value as a result of handling beyond what is reasonably necessary to establish their nature, characteristics and functioning.

14. Alter Ego Beds' Right to Cancel an Order

Alter Ego Beds reserves the right to cancel an order where there is a legitimate reason preventing us from reasonably fulfilling it.

This may include:

• Material or component unavailability

• Manufacturing circumstances preventing us from producing the order

• An obvious pricing or website error

• Incorrect product information

• Suspected fraudulent or unauthorised transactions

• Delivery restrictions preventing us from supplying the destination

• The customer failing to provide information reasonably required to manufacture or deliver the order

• Abusive, threatening or unlawful behaviour towards our employees, contractors, manufacturing partners or delivery partners

• Circumstances outside our reasonable control which prevent us from fulfilling the order

Where Alter Ego Beds cancels an order before the goods have been supplied, amounts paid for goods that will no longer be supplied will be refunded to the original payment method, except where applicable law permits otherwise.

15. Exchanges

We do not operate a standard direct exchange service.

If you require a different product, size or configuration, please contact us.

Where a return is eligible, we may arrange a return followed by a new order or, in appropriate circumstances, provide store credit towards the replacement product.

Any additional product, delivery or return costs will be confirmed before the replacement order is processed.

16. How to Request a Return, Cancellation or Amendment

Please contact us at:

info@alteregobeds.com

Please include:

• Your full name

• Order number

• Product ordered

• Reason for contacting us

• Photographs or video where relevant

Please contact us before returning any product.

Our team will confirm the appropriate next steps, return instructions and return location.

17. Your Consumer Rights

Nothing within this policy is intended to exclude, restrict or replace any rights available to you under applicable consumer law.

For UK consumers, this includes rights provided by the Consumer Rights Act 2015 and, where applicable, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Where there is any conflict between this policy and rights that cannot legally be excluded or restricted, your statutory rights will take precedence.

For further information about UK consumer rights, please visit the UK Government's guidance on accepting returns and giving refunds.

Contact Us

Alter Ego Beds

Email: info@alteregobeds.com

Website: www.alteregobeds.com