Refund policy

At KnightsbridgeBedding, we want you to be happy with your purchase. If something isn’t right, we’re here to help.

1) Eligibility for Returns

You may request a return within 14 days of receiving your order, as long as the item is:

  • Unused, unopened, and in its original packaging

  • In a resaleable condition with all labels, seals, accessories, and parts included

  • Not excluded under our hygiene and made-to-order rules (see below)

To start a return, contact us with your order number and reason for return.

2) Hygiene & Sealed Products (Important)

For hygiene and safety reasons, we cannot accept returns for opened or used bedding items, including (but not limited to):

  • Mattresses and mattress toppers

  • Pillows

  • Duvets, mattress protectors, bedding sets, sheets

  • Any item sealed for hygiene once opened or unsealed

If a hygiene-sealed item is returned opened, it may be refused or returned to you.

3) Made-to-Order / Customised Items

If an item is made-to-order or customised (for example: made to a specific size, firmness, stitching option, custom bundle, personalised product), it is non-returnable, unless it is faulty or damaged.

4) Faulty, Damaged, or Incorrect Items

If your item arrives damaged, faulty, or incorrect, please contact us within 48 hours of delivery and provide:

  • Your order number

  • Clear photos of the item and packaging

  • A brief description of the issue

If confirmed, we will offer a replacement, repair, or refund, depending on the situation.

5) Return Shipping Costs

  • If you are returning an item because you changed your mind, you are responsible for the return shipping cost.

  • If the return is due to a fault, damage, or our error, we will cover the return shipping or arrange a collection.

We recommend using a tracked service. You are responsible for the item until it reaches us.

6) Refund Processing

Once your return is received and inspected, we’ll notify you of approval or rejection.

If approved:

  • Refunds are issued to the original payment method

  • Processing time is typically 5–10 working days (bank/provider delays may apply)

Original delivery charges are non-refundable unless the return is due to a fault or our error.

7) Exchanges

We don’t offer direct exchanges. If you want a different item, please return the eligible item (if unused/unopened) and place a new order.

8) Cancelling an Order

If you need to cancel, contact us as soon as possible.

  • If the order has not been dispatched, we can cancel and refund.

  • If the order has been dispatched, you will need to follow the return process (subject to eligibility rules above).

  • Made-to-order/custom items may not be cancellable once production has started.

9) How to Start a Return

Contact our support team with:

  • Order number

  • Item(s) you want to return

  • Reason for return

  • Photos (if faulty/damaged)

We will provide return instructions once your request is accepted.