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Information > Customer Service
Customer Service
Damaged Items
Upon receipt of your delivery, please inspect the packaging for any visible signs of damage. If you feel that your goods have experienced a rough ride during transit and have arrived damaged then please e-mail images of the damage to us at: info@bedmark.co.uk . Please provide full details including the nature of the problem, your name, order number and contact details. In order to carry out any investigations, please contact us within two working days of receiving your delivery.

Replacement item(s) may not be sent until the damaged item has been returned and inspected. .

Faulty Items
Items which are faulty must be returned within the warranty period (12 months standard warranty for most products). If the item is diagnosed as faulty by our technicians, a replacement will be with you within 15 working days on condition that the item is in stock .

Missing Items
Please check at the point of delivery what has been delivered. All our products will have printed on them, the product name and how many boxes are for that item. If an item has been missed off your delivery then write it on the delivery notes or e-mail us at: info@bedmark.co.uk . Please provide full details including the nature of the problem, your name and contact details. In order for us to locate your missing item, please contact us within two working days of receiving your delivery.

Incorrect Items
If we have sent you an incorrect item please do not open this as we need to receive it back in the same condition as it was sent. All our products have the correct name on the box so there should be no need to open them. Please email us at: info@bedmark.co.uk and provide full details including the nature of the problem, your name, order number and contact details.
In order for us to investigate the error please contact us within two working days of receiving your delivery.

Unwanted Goods
If you purchased the goods online and are a consumer (a private person buying for their personal use) then you may cancel your purchase at any time within 7 days of receipt and we will give you a refund of the price paid. It is a pre-condition to our acceptance of these unwanted goods that they are returned in an unused condition, complete, unopened and in a re-saleable condition. It is your responsibility to pay for the carriage cost of returning the goods to us, you can arrange your own courier to return or pay our own courier the cost of £40 - this can be taken from your refund if required.

The return will be authorised and a returns number issued to you after contact us and you should then return the goods. It is your responsibility to ensure that the items reach us safely and in a satisfactory condition. We recommend that you take out insurance cover and that the goods should be sent by recorded or registered post or with a reputable courier. We cannot accept any liability for goods that are damaged in transit and would recommend that you ensure that the goods are sufficiently packaged to prevent this from happening.

If the goods have not been despatched we will be able to cancel and refund your order completely. Please telephone or email us and provide full details including the items you wish to return, your name, order number and contact details.Please note that we will not refund delivery charges.

In the event that you are entitled to a refund, please note the refund will be made by the same method used to pay for the order. Credit card companies will only allow refunds to be made to the card used to pay for the original order. Please be aware that it can take as long as seven working days for a refund to be acknowledged by your credit card company.All returned items must be in original packaging.

Your statutory rights are not affected

Signing For Goods
All items must be checked on delivery before signing for the item. If the item looks damaged, please refuse the delivery and contact us immediately on 0871 789 4924.

Complaints and Contact
Please contact us if you have any comments, suggestions, concerns or questions regarding this Returns Policy. If you are unhappy with our service in any way, we would like to know. We will do everything we can to resolve your complaints to your satisfaction. Please contact us at info@bedmark.co.uk or you can telephone or write to us. Our address and contact times are on our Contact Us page.

Frequently asked questions (FAQ)

Q. If I live local to Bedmark can I return the item into your store?>
A. Yes, we strive to make the most convenient methods available to our customers. Items can be returned to us at our Sales Counter along with a proof of purchase (i.e. order acknowledgement).

Q. Can I have a refund for a non faulty item?
A. We will offer a full refund for an item returned within 7 days of purchase, in “as new“ and resaleable condition. For a product returned within 10 days of purchase, we may class this as an incompatibility and a refund will be subject to less 10% restocking fee. After 10 days, our policy is to replace only.

Q. If the item is faulty within 30 days, can I have a refund?
A. Yes, we will offer a full refund on the condition that the item is returned in the original condition that you received it. However, certain high value goods can only be refunded if it is returned within 7 days. If the item was purchased by credit card, the cardholder MUST bring the card in to process the refund.

Q. I purchased a defective item, can I have a refund on postage?
A. If an item is defective, then we will arrange collection free of charge to yourself and a full refund will be given at the point of BedMark receiving.

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