Refund policy
At My Child’s Room, we want you to be happy with your purchase. Many of our beds, headboards and bedroom furniture are made to order, so our cancellation and returns process can vary depending on the product, whether manufacturing has started and whether an item has been made to your individual specifications.
Please read the information below before placing your order.
Nothing in this policy affects your statutory rights.
Cancelling Your Order Before Manufacturing Begins
If you change your mind after placing an order, please contact us as soon as possible.
If manufacturing has not yet started, we will normally allow you to cancel your order and receive a full refund.
Many of our beds and headboards are made to order and can enter production shortly after an order is confirmed, so please contact us promptly if you wish to make a change or cancel.
Cancelling After Manufacturing Has Started
Once manufacturing has started, cancellation may not always be possible, particularly where an item is being manufactured specifically for your order or to your individual specifications.
If we agree to cancel an order after manufacturing has begun, we may deduct a reasonable manufacturing or cancellation charge of up to 20% of the order value to reflect costs already incurred as a direct result of the cancellation.
The amount charged will depend on the stage of manufacture and the costs already incurred. We will explain any applicable charge before confirming your cancellation.
This does not affect your statutory rights where goods are faulty, not as described or otherwise do not conform to the contract.
Made-to-Order, Bespoke & Personalised Products
Many My Child’s Room products are made to order, with choices including bed size, fabric, colour, headboard style, storage configuration and mattress options.
Some products may also be made to bespoke measurements or individual specifications supplied or selected by you.
Products that are genuinely made to your specifications or clearly personalised may not be eligible for the usual change-of-mind cancellation rights that apply to some online purchases.
We therefore strongly recommend checking all measurements, sizes, fabrics, colours and product options carefully before placing your order.
If you’re unsure about a size, fabric or specification, please contact us before ordering. You can also order free fabric swatches to view colours and textures at home before making your final choice.
Nothing in this section affects your statutory rights if an item is faulty, damaged, not as described or otherwise does not conform to the contract.
Change-of-Mind Returns
Where a product is eligible for a change-of-mind return, please contact My Child’s Room before returning anything.
Any return must first be authorised by our team.
To be considered for an eligible change-of-mind return, the product should be:
- Unused
- Unassembled
- In a resalable condition
- Complete with all parts and accessories
- In its original packaging where reasonably possible
Please do not send large furniture or other products back to us without first contacting our team and receiving return instructions.
Where a return is accepted outside your statutory rights, reasonable deductions or charges may apply to reflect collection costs, loss in value, manufacturing costs or other costs incurred, where appropriate.
We will explain any applicable charges before arranging the return.
Returning Large Furniture
Beds, headboards and bedroom furniture are large items and generally cannot be returned using normal parcel services.
If we authorise a return, we will provide instructions for returning the product.
Where the customer is responsible for returning an eligible change-of-mind item, the customer is responsible for arranging suitable transportation and the associated return costs unless otherwise agreed.
The furniture must be adequately protected and packaged for transportation.
We strongly recommend using an appropriate insured furniture delivery service for large or high-value items.
Optional Collection Service
If you’re unable to arrange a suitable return yourself, we may be able to arrange collection on your behalf.
The collection charge will depend on factors including:
- Product type and size
- Number of items
- Collection location
- Access requirements
- Courier or specialist furniture transport costs
We will confirm the applicable collection charge with you before arranging collection.
Where appropriate, an agreed collection charge may be deducted from the refund.
Mattresses & Hygiene
For hygiene reasons, mattresses require particular care when being returned.
If a mattress has been unsealed, used or slept on, we may be unable to accept it as a change-of-mind return where a relevant hygiene exemption applies.
Please check that you have ordered the correct mattress size and type before removing protective packaging or using the mattress.
This does not affect your statutory rights if a mattress is faulty, damaged, not as described or otherwise does not conform to the contract.
Damaged, Incorrect or Missing Items
Please inspect your order as soon as possible after delivery.
If your order arrives damaged, an incorrect item has been supplied, or any parts are missing, please notify My Child’s Room within 3 days of delivery wherever possible.
When contacting us, please provide:
- Your name and order number
- A description of the problem
- Clear photographs of the affected item
- Photographs of any visible damage
- Photographs of the packaging where relevant
- Details of any missing or incorrect parts
This information helps us investigate the issue quickly with our manufacturing and delivery teams.
Where an item is confirmed to be damaged, faulty, incorrect or incomplete, we will work with you to provide an appropriate remedy in accordance with your legal rights. Depending on the circumstances, this may include a repair, replacement, refund or another appropriate solution.
Asking customers to report delivery-related issues within 3 days helps us investigate problems promptly. It does not affect your statutory rights in relation to faulty, damaged, misdescribed or otherwise non-conforming goods.
Faulty Products
If you believe your product has developed a fault, please contact us with your order details, a description of the issue and photographs or video where appropriate.
We will assess the problem and advise you of the next steps.
Your rights in relation to faulty goods are governed by applicable UK consumer law, including the Consumer Rights Act 2015.
Nothing in this policy limits or excludes those statutory rights.
Damage Caused After Delivery
We cannot accept responsibility for damage caused after delivery by misuse, accidental damage, inappropriate handling, incorrect assembly by the customer or a third party, failure to follow product instructions, or normal wear and tear.
Where we offer an installation service and you believe damage has occurred during installation by our delivery or installation team, please contact us as soon as possible so we can investigate.
Refunds
Once an authorised returned item has been received and inspected, we will let you know the outcome of the return.
Where a refund is due, it will normally be made to the original payment method used for the purchase.
The time taken for funds to appear in your account after a refund has been processed will depend on your bank, card provider or payment provider.
Where legitimate and previously agreed charges apply — for example, an agreed collection charge or reasonable manufacturing/cancellation costs — these may be deducted from the refund where legally permitted.
Exchanges & Order Changes
If you need to change the size, fabric, colour, headboard, storage option, mattress or another specification after placing your order, please contact us immediately.
If manufacturing has not started, we will do our best to accommodate the requested change.
Once manufacturing has started, changes may not be possible or may result in additional costs if work or materials have already been committed.
We will explain any applicable costs before agreeing to the change.
Incorrect Measurements & Access
Please carefully check product measurements and the delivery route before ordering.
For larger products, including beds, tall or winged headboards and wallboards, please consider:
- Doorway widths
- Hallways
- Staircases
- Landings
- Tight corners
- Lifts
- Bedroom entrances
- Ceiling heights where relevant
- Available room dimensions
Bespoke items manufactured to measurements supplied or approved by the customer may not be returnable simply because they do not fit the intended room or access route.
This does not affect your statutory rights where the product itself is faulty, incorrect or not as described.
Your Statutory Rights
Nothing in this Returns & Refunds Policy is intended to restrict your rights under UK consumer law.
Depending on the circumstances and type of product purchased, your rights may arise under legislation including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Your statutory rights relating to faulty, damaged, misdescribed or non-conforming goods are separate from any voluntary or discretionary change-of-mind returns offered by My Child’s Room.
Contact Us About a Return
If you need to cancel an order, report a problem, request a return or discuss a refund, please contact us before sending any products back.
Please include your order number when contacting us so we can locate your order quickly.
My Child’s Room
Telephone: 0113 418 0252
Email: mychildsroom@outlook.com
