Returns & Refund Policy

We specialise in bespoke, made-to-measure caravan mattresses and toppers. Production begins shortly after your order is placed. This policy outlines our procedures for cancellations and returns, in accordance with the Consumer Contracts Regulations and the Consumer Rights Act 2015.

This policy applies to manufacturing defects, cancellations, and returns only. Disputes relating to delivery, non-receipt, or goods reported as stolen following confirmed delivery are governed separately by our Delivery Disputes procedure set out in Section 5A of our Terms and Conditions.

Accidental Ordering

We strongly urge all customers to double-check their order details — in particular, ensuring that the caravan model corresponds exactly to the mattress or topper being ordered — before finalising their purchase. Due to the bespoke nature of our products, we cannot accept returns, cancellations, or provide refunds where incorrect sizes, types, or specifications have been ordered. The responsibility for the accuracy of all order details rests entirely with the customer.

Cancellations

If you wish to cancel your order, you must contact us immediately by telephone or email. Cancellations will only be accepted if production has not yet commenced.

Production is deemed to have commenced upon the cutting of materials or the allocation of foam and fabric to your specific order. This typically occurs within two hours of order confirmation during normal working hours. Once production has commenced, your order cannot be cancelled and no refund will be issued, due to the entirely bespoke and made-to-measure nature of the goods.

Where cancellation is accepted before production commences, a full refund will be issued within 10 working days to the original payment method.

Returns

In accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, bespoke and made-to-measure goods are exempt from the standard 14-day right to cancel. As all of our caravan mattresses and toppers are manufactured to your individual specification, we are unable to accept returns or process refunds once production has commenced, except where the goods are found to be defective or not in conformity with the contract under the Consumer Rights Act 2015.

Returns are not accepted on the grounds of change of mind, incorrect measurements provided by the customer, or changes in comfort preference.

Defective or Incorrect Goods

Upon receiving your order, please inspect it immediately. If the goods are physically defective due to a manufacturing fault, or if you have received an incorrect item that does not match your order, please contact us within 7 days of receipt, providing your order number and photographic evidence of the issue.

We will assess the matter promptly and, where a valid defect or fulfilment error is confirmed, will arrange a repair, replacement, or refund in accordance with your rights under the Consumer Rights Act 2015.

Delivery Disputes

Any dispute relating to the delivery of your order — including claims of non-receipt, loss in transit, or theft following confirmed delivery — is handled separately under Section 5A of our Terms and Conditions, and not under this returns policy.

Where our courier's records confirm that delivery was made to the address specified at the time of ordering — including photographic proof of delivery and GPS-timestamped confirmation — risk in the goods passes to you at the point of delivery. In such cases, we are unable to issue a refund, but will, at our discretion, raise a claim with the courier and arrange a replacement order where appropriate.

Any delivery dispute must be reported to us directly within 7 days of the confirmed delivery date. Please refer to Section 5A of our Terms and Conditions for the full procedure.

Refund Process for Approved Cases

Refunds are only issued in the following circumstances:

(a) Cancellation of an order before production has commenced; or
(b) Return of physically defective goods, where a manufacturing defect has been confirmed following inspection by us.

Where a refund is approved, you will be notified and the refund will be processed to your original payment method within 10 working days of approval. Please allow additional time for your bank or card provider to post the credit to your account.

If 15 working days have passed since we confirmed your refund approval and you have not received it, please contact us so we can investigate.

Raising a Dispute

If you have any concern regarding your order, please contact us directly in the first instance, providing full details of the issue. We require a minimum of 14 working days to investigate and respond to any complaint before any further escalation is taken by the customer.

Customers are required to contact us and allow us a reasonable opportunity to resolve any dispute before initiating a chargeback, payment dispute, or third-party claim with their bank, card provider, or payment processor. Failure to do so will be taken into account when responding to any such claim.

This requirement does not affect your statutory rights or your right to seek independent legal advice.