We want you to feel confident when shopping with Urban Prime Beds. To ensure complete transparency, our Refund and Cancellation Policy should be read alongside our Terms of Use and Privacy Policy. If you have any questions or need further assistance, please reach out to us at [email protected].
Order Cancellations
Before Dispatch: If your order has not yet been dispatched, you can cancel it for a full refund (excluding bespoke or customized orders).
After Dispatch or Delivery: If your order has already been dispatched or delivered, it becomes the customer’s responsibility to arrange the return of the item(s). We can assist with collection, but collection fees will apply. Please refer to our Terms and Conditions for further details.
Order Amendments
You can amend your order before it is dispatched. However, this may extend the delivery timeline. To request changes, please contact us at [email protected] as soon as possible.
Incorrect Item Ordered
It is the customer’s responsibility to ensure the product dimensions and specifications meet their requirements before placing an order. If a mistake is identified before dispatch, we will try to make the necessary adjustments, though a small fee may apply depending on the item.
Access and Fitting Issues
Before ordering, please confirm that the item will fit through doorways, staircases, and into your desired space. If a courier is still present and the item is returned to us, a full refund (minus delivery charges) is possible. However, if the item has been left with the customer, a collection fee will be charged for returns.
Damaged Items on Delivery
Please inspect your order upon delivery. If you notice any damage or receive incorrect items, do not accept the delivery. Instead, contact us immediately at [email protected] with images and a description of the issue. If the goods have already been signed for, please email us as soon as possible for a swift resolution.
Faulty Beds or Mattresses
If you suspect your bed or mattress is faulty, please reach out to [email protected] with images and a detailed description of the issue. Note that normal changes in mattress firmness over time are not considered faults. However, permanent indentations may be covered under our product guarantee.
Returning Mattresses
Mattresses can only be returned if they are still in their original, sealed packaging and have not been used, due to health and hygiene regulations. Customers are responsible for return shipping, though we can arrange collection for an additional fee.
Product Guarantees
All our products come with a minimum 12-month guarantee. This covers normal use but does not apply if the item has been misused or exceeds the recommended weight limits. For more details, please see our Guarantee page.
