Refund and Returns Policy
Refund & Returns Policy
Overview
At Comfy Nest, your satisfaction is our priority. We take great pride in the quality of every bed and mattress we deliver. If for any reason you are not completely satisfied with your purchase, we are here to help and will do our very best to resolve your concern quickly and fairly.
Returns Eligibility
We offer a 30-day return window from the date of delivery. To be eligible for a return, your item must be unused, in its original condition, and returned in the original packaging. Beds that have been assembled, used, or damaged after delivery may not qualify for a full refund. Custom-made or personalised orders are non-returnable unless they arrive faulty or damaged.
How to Request a Return
To initiate a return, simply contact our customer support team via email or our contact form within 30 days of receiving your order. Please include your order number, the reason for return, and supporting photos if the item is damaged or faulty. Our team will respond within 24 hours with full return instructions and a collection booking if required.
Faulty or Damaged Items
If your item arrives damaged or with a manufacturing defect, please notify us within 48 hours of delivery with clear photographs of the damage. We will arrange a free collection and offer you a full replacement or a complete refund — whichever you prefer. We take quality seriously and will always make things right.
Refund Process
Once your returned item has been received and inspected, we will notify you by email of the outcome. If your return is approved, your refund will be processed within 5–7 working days back to your original payment method. Please note that your bank or card provider may take additional time to reflect the refund in your account.
Non-Refundable Items
The following items are non-refundable unless faulty or damaged upon arrival — mattresses that have been opened and used, custom-sized or personalised bed frames, and any items marked as final sale at the time of purchase.
Collection & Return Shipping
For standard returns, a collection fee of £49 will be deducted from your refund to cover the cost of our courier service. If the return is due to a fault, damage, or an error on our part, the collection is completely free of charge and no deductions will be made.
Cancellations
You may cancel your order free of charge at any time before it has been dispatched. If your order has already been shipped, it will need to go through our standard returns process. To cancel, please contact us as soon as possible at our support email and we will do our best to assist you promptly.
Contact Us
If you have any questions about our refund and returns policy, please do not hesitate to get in touch with our friendly UK-based support team. We are available Monday to Saturday, 9am to 6pm, and always aim to respond within 24 hours.