Henrys Beds

We hope you’re delighted with your HENRY’s purchase. However, we recognise that there may be occasions where you need to return an item, request a refund, or cancel an order. This policy explains how our returns, refunds, and cancellations work.

Please be aware that certain products are not eligible for return. Details are outlined below.

50-Night Trial Period

You may request a return and refund within 50 days of delivery as part of our trial period. To initiate a return, you must contact us before the 50-day period expires so we can arrange the necessary steps.

Return Fees & Arrangements

If you choose to return an item under the 50-night trial, a £100 collection fee will apply. This amount will be deducted from your refund once the item has been returned and inspected.

For example, if the purchase price was £500, a refund of £400 will be issued after the return is approved.

Condition of Returned Items

Returned products must be received in a reasonable condition. If an item shows signs of damage, excessive wear, staining, torn fabric, or structural defects caused after delivery, we reserve the right to deduct up to 75% of the original purchase price to account for loss in value.

Packaging Requirements

If you selected our assembly service, packaging materials may be removed at your request. Please note that if you later decide to return the item, you will be responsible for sourcing suitable packaging. For this reason, we strongly recommend retaining the original packaging during the trial period.

Before collection can be arranged, we will require a photograph of the item fully packaged and ready for collection.

Items Damaged on Delivery

We take care to ensure all items are delivered in excellent condition.

• At delivery, you will be asked to confirm that the item has arrived without visible damage.
• If damage is discovered after unpacking, you must notify us within 48 hours of delivery using email, phone, or our support portal.
• Issues reported after 48 hours may not qualify for a refund or replacement.

Change-of-Mind Returns

If you decide the product is no longer suitable:

• A £75 collection fee will apply.
• If you request an exchange (for example, a different size or colour), the same £75 fee will apply to both the return and delivery of the replacement item.

Delivery Access & Fit Responsibility

It is the customer’s responsibility to ensure that the purchased item can be delivered into the property. This includes confirming adequate access through:

• Doorways
• Staircases
• Hallways
• Narrow or restricted spaces

If delivery cannot be completed due to access limitations, a £75 return charge will apply.

Custom & Made-to-Order Products

Products made to bespoke or non-standard specifications (including custom bed or headboard sizes) are non-returnable and non-refundable. These items are produced specifically to order, and the 50-night trial does not apply under any circumstances.

Assembly & Additional Services

Assembly Service

Standard delivery is to the front door or just inside the entrance. For apartments or flats, delivery is limited to the ground-floor lobby unless assembly service is selected.

If assembly is purchased:

• Items will be delivered to your room of choice, provided it is safely accessible.
• Carrying items upstairs is limited to two floors via stairs.
• For deliveries above the second floor, a working lift must be available.

If lift access is unavailable beyond the second floor and assembly was selected, a £75 surcharge will apply.
If delivery or assembly cannot be completed due to access restrictions, the assembly fee is non-refundable.

Refund Processing

Once the returned item has been received and inspected, approved refunds will be processed promptly.

• Refunds are issued to the original payment method.
• Please allow up to 5 working days for funds to appear after processing.

Collection Service

If your order was delivered by our courier, we can arrange collection from your address.

• A £75 return fee applies and will be deducted from your refund.
• Collections usually take 7–14 working days, and we will keep you informed throughout.

Order Cancellations

Before a Delivery Date Is Scheduled

You may cancel your order at any time before a delivery date has been arranged. A full refund will be issued.

After a Delivery Date Is Confirmed

Once a delivery date has been confirmed by SMS and/or email, a £75 cancellation fee will apply. To avoid this charge, cancellation must be requested before confirmation is sent.

Missed Deliveries

If no one is available to accept delivery at the scheduled time, a £75 redelivery fee will apply. We will then assist in arranging a new delivery date.

Changing Your Delivery Date

You may reschedule your delivery free of charge within 24 hours of receiving your delivery confirmation.

Requests made after this period will incur a £75 redelivery fee.

Need Help?

If you have any questions or require assistance, our support team is happy to help via email & phone