1. CANCELLATION, RETURNS AND REFUND POLICY
1.1 We hope you will be pleased with everything you have bought from us but if you are unhappy with your Products, you can return them to us either in accordance with the terms set out below or as otherwise in accordance with your legal rights.
1.2 You may cancel an order at any point prior to delivery. You have the option to cancel your order without any charges within a period of 3 days from the date of purchase. If it is a customized product; You can cancel your order free of charge for up to 3 days. For customized products, you do not have the right to cancel if you change your mind after 3 days.
1.3 Since mattresses, pillows, duvets, and mattress pads are personalized products due to their structure, they cannot be exchanged or returned due to hygienic reasons. For products in other categories, you can return them within 14 days after delivery.
1.4 The cancellation period will expire at the same time with the actual date for the delivery made to you or a third party other than the carrier and indicated by your acquires, physical possession of the Products. Where you order multiple Products in one order or a Product is delivered in separate parts, lots or pieces, the cancellation period will expire at the same time with the actual date of the delivery made to you or a third party other than the carrier and indicated by your acquires, physical possession of the Products for each product separately.
1.5 To exercise your right to cancel, please create a request through our Help Centre.
1.6 To meet the cancellation deadline, it is sufficient for you to send your communication concerning the exercise of your right to cancel before the cancellation period has expired.
1.7 Upon canceling your contract, we will reimburse all received payments, including delivery costs, excluding any additional expenses incurred for non-standard delivery options. You have the option to cancel your order without any charges within a period of 3 days from the date of purchase. If it is a customized product, there is no right to cancel after the initial 3-day period.
- If you have returned the Products to us, we will process the reimbursement within 30 working days from the day we receive the returned Products.
- If you provide evidence that you have returned the Products, we will process the reimbursement within 30 working days from the day you provide such evidence.
- If no goods were supplied, and you have informed us about your decision to cancel the contract, we will process the reimbursement within 30 working days from the day we receive the notification.
1.8 We will make the reimbursement using the same means of payment as you used for the initial transaction unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.
1.9 We may withhold reimbursement until we have received the Products back or you have supplied evidence of having sent back the Products, whichever is the earliest.
1.10 We may make a deduction from the reimbursement for loss in value of any Products supplied, if the loss is the result of unnecessary handling by you. You are only liable for any diminished value of the Products resulting from the unfair and/or unreasonable wear and tear of the Product other than what is necessary to establish the nature, characteristics and functioning of the Products. We may make a deduction from any reimbursement (you are entitled to from us) for such loss in value of any Products we supply.
Faulty or Mis-described
1.11 If you are returning the Products to us because they are faulty or mis-described and you are returning them:
We guarantee to provide parts or product support for up to 2 years in case you encounter any issues with the product. Within this 2-year period, if it is determined that your goods cannot be repaired or replaced, then you are entitled to a full refund, as long as the cause of the damage is not customer-induced.
We will start by investigating the image or video of the damaged product to understand what caused the damage. If it turns out that the customer is responsible for the damage, there will be a predetermined charge for replacing the damaged part or product.
1.12 If you are returning the Products to us because you changed your mind:
Within 14 days following the delivery, returns of standard products for change of mind reasons are accepted. The product must be packaged in its original package without any damage and in a condition suitable for resale. Otherwise, the return request will not be accepted.
For customized products, there is no right to return due to a change of mind, as the product has been tailor-made to meet your specific needs and is not suitable for resale.
1.13 As a consumer, you will always have legal rights in relation to Products that are faulty or not as described. These legal rights are not affected by the returns policy in this clause 10 or any of the other general Terms of Sale set out in this document.
1.14 We will refund you through the payment method used by you to pay except the cases that the refund through the payment method used is not available. In cases that the payment method is not available for refund, we may contact and request your Bank Information (Account Holder, Account Number, Bank Name, Sort Code) to process your refund.
1.15 We will refund an item within 30 working days after receiving the order back to our warehouse.
1.16 If you change your mind and exercise your right to cancel under clause 1.2 above after delivery, then the Products must be returned to us. In this case, this may be done by either:
For all the products, without exception, product has to be repackaged to be returnable. Products without repackaging will not be accepted by our delivery partners.
Products mostly collected by our same delivery partner which made the delivery of the product. However, another delivery partner of ours can collect the product, if the delivery partner is going to be different, you will be informed.
If your product was delivered by Furdeco, the collection will be made from your address. Our delivery partner will contact you to arrange a collection date. For other courier companies, our customer service team at Vivense London will contact you for the collection of the return item.
Under the circumstances that explained in this clause (clause 9.11 part a-b) In change of mind return reason, the cost of delivery is the responsibility of the customer. The delivery fee will be calculated and communicated to you.
For more information about the specific return and collection costs that apply to different items and other information regarding returns and refunds, please refer to our Return & Refund page.
1.17 If you exercise your right to return the Products under clause 1.11, because the Products are faulty, were not delivered as described or you otherwise have a legal right to return the Products as a result of something we have done wrong after dispatch of the Products, the Products must be returned to us. Depending on the item, this may be done either by you arranging for the Products to be returned to us or by us arranging to collect the Products from your address, as described in clause 1.16. However, in this case, the return or collection will beat no cost to you.
1.18 Please contact Help Centre to arrange a return or collection of the Products.
1.19 You must take care when opening packaging that the Products were delivered in and carefully re-pack the Products in the original (or similar) packaging prior to returning the Products to us.
1.20 Installed products are excluded from the return process because it is within the scope of a customized product.
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