If you wish to cancel an order which has not yet been dispatched, you must contact us via email firstname.lastname@example.org, please try and give us as much notice as possible before the arranged delivery date. If the item has already been dispatched, please follow our returns policy below:
Please note: This returns policy applies to orders for our goods and services placed online and by telephone (i.e. off-premises) only.
Your rights to cancel where you change your mind:
The cancellation period will expire after 14-days from the delivery date. After this 14-day period has expired we do not accept returns of any products purchased unless faulty or not as described.
If you are a consumer, you have a legal right to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 during the above cancellation period. This means that during the relevant period if you change your mind or decide for any other reason that you do not want to receive or keep a product, you must notify us in writing (or via email) of your decision to cancel the contract and receive a refund. Please note; this does not apply to any products which you have brought either online or by telephone which you have previously viewed at one of our stores.
This cancellation right does not apply to products which, due to use or damage by you during the cancellation period, cannot be re-sold at full price, or at all.
To cancel your order in accordance with your legal right to do so you just need to let us know via email (or in writing) that you have decided to cancel to:
Please layout your cancellation request in the following structure:
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:
Your signature (only if this form is posted to us):
Reason for cancelling:
If you use this method we will e-mail you to confirm we have received your cancellation.
You must return these products to us within 14 days from the date of your cancellation. We ask that you try to return your products to us in or with their original packaging to protect the products while they travel back to us. If you wish to use your own packaging, please ensure that this provides adequate protection for the products. If we deem that your packaging is not appropriate for transit we may accept the products and make a deduction where the inappropriate packaging or unreasonable handling has diminished the value of the products. Nothing in this paragraph affects your statutory rights. Please note; for hygiene reasons, mattresses must be in original packaging and UNOPENED.
Except where your products are faulty or not as described, you will have to bear the direct cost of returning any products to us. Please return the products to NCF Living, Unit 6B, Hams Hall, Faraday Avenue, Coleshill, B46 1AL.
Nothing in the above paragraph affects your statutory rights.
To meet the cancellation period deadline, it is sufficient for you to send your notice of cancellation before the cancellation period has expired. If you send us a notice of cancellation by post and/or return the product to us, we advise you keep proof of postage.
If you decide to cancel your order, we will reimburse you for all payments which we have received from you in relation to your order, including the cost of delivery (except for the supplementary costs arising if you choose a type of delivery other than the least expensive option offered by us), less any return fees.
We may make a deduction from the reimbursement for loss in value of the products supplied up to the total price of the product, if the loss is the result of damage caused while the product was under your care.
Full refund of the costs of the goods, excluding a handling cost of up to 25% will be given upon the above conditions being met. We will make the reimbursement without undue delay, and no later than 4 days after the day we receive back from you the products supplied or if no products were supplied to you, 14 days after the day on which we are informed about your decision to cancel your order.
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. You will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the products back.
Return of items subject to Credit – the purchase of any products on credit terms is made concurrently with a finance agreement between you and the finance company. In the event that you seek to return products that have been purchased under a finance agreement, we will return to the finance company any and all sums advanced by the finance company in relation to their agreement with you once we have received the returned products (if applicable) plus any return fees.
On delivery of the item, before signing for the goods, please inspect if the box or the item looks damaged.
If the items or box looks damaged, you must state damaged on the paperwork, and you may refuse the delivery from the courier, failure to do this will result in your claim being rejected.
Faulty items or missing parts should be reported within 48 hours after delivery. Please email us a description and photos of the defects to email@example.com.
Once the email and photos have been received, the damage will be assessed, and we will contact you to send out spare parts or replacement unit.
We will always be able to send parts or a replacement item, but however if you decide you do not want parts or a replacement unit, and you want to cancel the order for a refund the item can be returned under our return policy for unwanted items, which will be at your own expense and a handling fee as mentioned above.
Please note goods must only be returned once authorised.
Goods must be re-packaged as received. They should be re-packaged with reasonable care in order to prevent any further damage in transit back to us. All components and accessories must be returned.
You must send photo evidence so we can assess the damage and report this to our suppliers, so the damaged goods can be rectified.
We cannot refund any custom made items such as Beds & Mattresses as these are made to order. For reasons of hygiene we also cannot refund certain items such as rugs and opened mattresses.