Refund Policy and Order Cancellations
Any order placed is delivered free of charge (see exceptions on our Free Delivery page).
Should you wish to cancel your order at any point the following conditions apply:
It is the responsibility of the customer to return any unwanted goods directly to the despatch warehouse, in it's original packaging, after which a refund will be issued. In certain circumstances, we will arrange the collection for the customer, however, a deduction will be made from the refund to cover this cost.
Refunds take up to 14 days to process.
Rentention of Title
The Waterproof Mattress Shop retains full title of all goods until full payment has been received. This includes all forms of payments, credit and debit cards, cheques or bank transfers.
Unwanted Items
You have the right to cancel your order at any time before goods are delivered to you for any reason.
In compliance with the distance selling regulations you have a Cooling Off period where you may withdraw from this agreement at any time up to 14 working days after we have delivered the goods to you. The goods must be returned to us within 28 days from the date of delivery to the customer. If we have delivered the goods, you must not have used them and must have kept them in the condition in which they were delivered.
It is the responsibility of the customer to return the unwanted goods to our warehouse, (Address: Wharfside Way, Trafford Park, M17 1AW) In very exceptional circumstances we will collect the goods from the customer. In either of these instances the cost of returning the goods must be borne by the customer.
If you wish to return an unwanted item, you will be subject to a transport fee, this fee may vary dependent on the number of items and type of product being returned and on the delivery region.
When we receive the goods we will inspect them to ensure all items are within the returned package and that the goods are in the condition in which they were sent. If we receive an item that either is not in the condition in which it was sent or if it has missing components we shall charge you a further fee to cover the cost of these items.
Please note, special order and bespoke items may carry any /all of the above charges upon cancellation or return at any time.
If part of a package deal is returned or cancelled, the customer will be charged the full price of the retained item(s). This is the full price as when purchasing the item(s) on their own.
What isn't covered by this Cooling Off period?
There are certain items we sell that are made to order. Our range of Waterproof Divan Bases are excluded from the cooling off period because they are manufactured specifically for the customer after the order is placed.
As a result these items have been custom-made to your exact specifications and are exempt from the Cooling Off period.
We reserve the right to charge a fee of 25% for administration and handling in cases where the goods are returned and are not in their original condition or where we have incurred expenses in the delivery and/or collection of the items.
Damaged Items
On the rare occasion where an item is damaged in transit we will of course offer to replace the damaged item immediately.
All deliveries must to be signed for on receipt. Before signing for delivery, please inspect the goods to ensure the packaging and the product are in perfect condition and your furniture has not been damaged in any way during the delivery process. If necessary, please make sure you detail any problems on the delivery note. Please be aware that writing "Goods Not Checked" is not sufficient for us to be able to make a claim for damages from our courier company. When your goods are delivered please retain the original packaging until you are sure that you do not need to return the goods for any reason.
Next Day Delivery
Many of the items we sell are despatched on a next working day basis. In order to offer this service we do rely on national couriers for our deliveries. We despatch goods in good faith on a next working day service, however on rare occasions when couriers have various logistical problems The Waterproof Mattress Shop cannot be held responsible for delays. This includes (but is not restricted to) loss of days off work to wait for deliveries, rental income due to furniture not arriving on time for tenants or hotel accommodation in the event of a delay.
Customer complaints
We will respond to every customer complaint within 5 working days of the complaint being made, either by telephone or email.
Customer Services
Please call our After Sales department on 0208 951 5559 with all enquiries relating to customer after sales and delivery schedules.
Security
All credit and debit card transactions with The Waterproof Mattress Shop take place automatically over a secure server with information encrypted to ensure that your card details can not be seen by any third party - not even ourselves. The security of the system used by The Waterproof Mattress Shop has been checked and verified to ensure absolute confidentiality.
Acknowledgement of orders
We will acknowledge all orders immediately via e-mail.
