Returns
Cancellations, Delivery & Refunds
Your rights depend on how you bought from us. Orders placed online or by telephone carry a statutory 14-day cancellation right. Orders placed in store do not, because you had the opportunity to see and assess the goods before buying.
Cancelling an online or telephone order
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013:
- You may cancel at any time from placing your order until 14 days after the day you receive the goods. You do not need to give a reason.
- To cancel, tell us in writing at contact@nimbusbeds.com, or by post to your local store.
- After telling us, you have a further 14 days to return the goods or make them available for collection.
- Please take reasonable care of the goods while they are with you. You may handle them as you would in a shop, but if you handle them more than is necessary to establish their nature and characteristics, we may reduce your refund to reflect any loss in value.
Items excluded from the 14-day right
- Bespoke and made-to-measure goods, including custom-size headboards, custom fabric selections and non-standard sizes, because they are made to your specification.
- Mattresses and pillows delivered sealed which have since been unsealed, for hygiene reasons. If the seal is intact they may be returned.
These exclusions do not affect your rights if goods turn out to be faulty, misdescribed or not fit for purpose.
Cancelling an in-store order
Purchases made in person at our stores do not carry a statutory cancellation right. The great majority of our goods are made to order, and for that reason we do not offer a change-of-mind cancellation or return on in-store purchases. Please make sure you are happy with your choice, and that the goods will fit your property, before placing your order.
Bespoke and made-to-measure goods cannot be cancelled once production has begun, and any deposit paid becomes non-refundable at that point.
Your statutory rights in relation to faulty, misdescribed or unfit goods apply to in-store purchases in exactly the same way.
Returns and collection
Large items will normally need to be collected by us rather than returned by you.
| Situation | Who pays for collection |
|---|---|
| Goods are faulty, misdescribed or not as ordered | We do. There is no charge to you. |
| You cancel an online or telephone order and change your mind | You do. We charge the same amount as the delivery charge that applied to your original order. |
Goods must be complete, with all fixings and fittings. Please retain the original packaging where practical, and do not dispose of goods before they have been collected — if you do, we may be unable to process a refund.
Refunds
Where you cancel an online or telephone order we refund the price of the goods together with the standard delivery charge you originally paid. Where you have changed your mind and we collect, the collection charge above is deducted separately and shown as its own line so you can see exactly what has been charged.
Refunds are made within 14 days of us receiving the goods back, or of you providing evidence of return, whichever is earlier. Where nothing was delivered, within 14 days of you telling us you wish to cancel. We refund using the same method you used to pay and never charge a fee for issuing a refund.
Where goods were faulty, you will not be charged for collection and we refund any delivery charge in full.
Faulty goods
Under the Consumer Rights Act 2015 the goods we supply must be as described, fit for purpose and of satisfactory quality. Within 30 days of delivery you may reject faulty goods and obtain a full refund. Between 30 days and six months you may require repair or replacement, and a refund if that is unsuccessful. These rights are in addition to our warranty.
If you paid by finance
Cancelling your purchase does not automatically cancel your credit agreement. Tell us you wish to cancel and, once confirmed, we will notify the lender so your agreement can be closed and any payments already made refunded. Please keep making scheduled payments until the lender confirms in writing that the agreement is closed, to avoid any effect on your credit record.
Contact
Email contact@nimbusbeds.com · Cupar 01334 845015 · Thornton 01592 381673