|Returns & Replacements
Payment, Pricing & Promotions
Copyright, Trademark and Fraud
Privacy, Security and Use Of This Website
Use of Goods, Disclaimer and Limitations of Liability
|We are The Big Bed Company Ltd ("The Company"), Unit 8 Anamax Group Estate, Oxford Road, Gerrards Cross, SL9 7BB VAT no. 835 5295 09 Company Registration no.4737276.This page also makes up our TERMS AND CONDITIONS. By placing an order with us you will be deemed to have read, understood and agreed to these, which are governed by English law, and you will be deemed to have agreed to submit to the non-exclusive jurisdiction of an English court. This does not affect your non-excludable statutory rights. If any portion of these terms and conditions is held by any competent authority to be invalid or unenforceable in whole or in part, the validity or enforceability of the other sections of these terms and conditions shall not be affected.
RETURNS AND REPLACEMENTS
I wish to change or cancel my order - FOR A MADE-TO-ORDER ITEM - there are substantial costs for us in changing or cancelling an item once The Big Bed Company ("The Company", "we") has started manufacture. If you decide to cancel your order after it has been processed, we will charge you 25% of the order value and attempt to sell the product at a discount on our website. If you decide to change your order, we will endeavour to accommodate these changes if possible - however any alterations we undertake will be subject to related costs. Refunds or returns are not possible after delivery, unless there is a manufacturing fault. FOR A STOCK ITEM - if the item is still in its original packaging and unused, please return the item, at your cost, to us within 30 days for a refund or exchange. We will not refund our original delivery costs and we will charge delivery on any replacement.
Something is faulty - all breakages and shortages must be reported to us within 48 hours of delivery. Please send a picture to [email protected] with your reference and a short description of the fault/damage.
For bed linen and bedding returns - please note that we will not replace or refund bed linen, bedding, and accessory items after 6 months from date of order, under any circumstances, and that we will only replace or refund bed linen and bedding items which have been laundered in accordance with the care label instructions. In any case please contact us with your reference and a short description of the item. If we agree the item is faulty we will arrange for a new one to be sent to you as soon as we can. You may need to send the old one back to us, for which we pay reasonable postage costs.
For bed or mattress returns - if these are faulty, please send a picture to [email protected] with your reference and a short description of the fault / damage. If we agree the item is faulty, or that the damage occurred before you received it, we will arrange for a repair or new one to be sent to you free of charge. Please note that we have a 1 year manufacturing guarantee on beds, a 5 year manufacturing guarantee on most mattresses, and a 6 year warranty on the Premier, Pillowtop, Memory Foam, and 11,000 mattresses. The warranty means that you will be liable for some of the cost of replacement (being 1/6th of the price you paid multiplied by the number of whole year’s usage) even if there is a manufacturing fault. Our guarantees and warranties will expressly not cover you if you misuse the items. Examples include - allowing the product to become soiled, subjecting the product to excessive wear and tear, using mattresses on poor quality bed bases, bending mattresses, ignoring the care instructions given with each mattress. Each mattress should be delivered with a care card attached - if you do not receive one please let us know as you need to care for the mattress correctly and we will not be held liable for lack of care due to a missing care card. Please note that none of our mattress guarantees or warranties cover normal settlement and softening of your mattress which will happen naturally over the course of its life.
For all items - we advise you to ask for free samples before ordering as colours/materials shown on our website and at our showroom may not exactly match those delivered. This applies in particular to leather items as they are natural products and may vary in shade/texture. If you do not ask for samples we will assume you are happy with the quality of the artwork on the website.
Please note that all dimensions stated are subject to a 1” tolerance.
My order is late - we are careful to meet delivery deadlines, however many items are made-to-order and despite our best efforts they are sometimes late. We will confirm an estimated delivery date on your receipted order form. If delivery is more than 2 weeks later than this date, then please accept our apologies, contact us with your reference and ask for a 5% refund.
Something is missing from my order - although we usually get things right, every so often a customer finds something is missing from their order - if so then sincere apologies, we will get the item out to you as soon as we can. Please contact us with your reference and a short description of the missing item. If we agree the item is missing we will arrange for it to be sent to you as soon as we can.
Bed / mattress deliveries -
Method of delivery - please note that for some UK postcodes and all foreign deliveries, we may only deliver to your door. In most English postcodes we can assemble the items in your bedroom for you. The relevant method is shown at checkout when you input your country and / or postcode.
An item didn't fit into my bedroom - we assume you have measured all access points correctly before ordering. While we do offer zipping options for mattresses and four-piece options for bases, it is your responsibility to ask for these, not our responsibility to tell you about them, whether you buy online, on the phone, or in-store. These options are viewable on the relevant product pages of this website. It is your responsibility to calculate whether an item can fit, although we can help you with the calculations. The item becomes yours when we deliver it to your doorstep. If a mattress won't fit in your room without bending at least part of it through more than 45 degrees, the drivers will alert you of this. Bending it this much may cause damage to the mattress. You can either - (a) take delivery of it at your doorstep, (b) sign a waiver on the guarantee / warranty of the mattress, and have the drivers attempt installation into your room, or (c) have us take it back and manufacture a "zipped" (split) mattress for delivery later. In the latter case an additional charge of 25% of the cost of the new mattress, plus delivery, will be charged. If a bed won't fit, you can either - (a) take delivery of it at your doorstep, or (b) have us take it back and manufacture a bed that will fit. In the latter case an additional charge of 25% of the cost of the new bed, plus delivery, will be charged.
You damaged something in my house - Whilst we endeavour to keep the delivery as clean and safe as we can, we cannot be held responsible for reasonable amounts of damage or wear to your house or items in your house. For safety reasons, our delivery drivers may not be able to take off their shoes inside your house. It is the customer's responsibility to cover delicate carpets and furnishings and to remove any pictures or light fittings that are on the route to your specified bedroom before we attempt delivery.
You need to move or remove any existing furniture to assemble the new bed - for certain UK postcodes, we can remove, or move, only items that are directly being replaced, subject to additional charges as highlighted at the checkout stage. Please note that we are unable to disassemble or reassemble beds (other than divans) as the drivers may not have the correct tools or knowledge to do so.
Other items -
I missed the delivery - If you have given an email address on order, our courier will email you on despatch and will attempt delivery at least twice. If you do not contact us or the depot within two days of the last attempt the goods may be returned to us, and you may be charged again for delivery.
When you find an item you want click "add to basket". You can add as many items as you want before clicking "proceed to checkout".
At the checkout you will be asked for Personal Information to help us process your order. We will not release your Personal Information to any other company.
When you press ‘confirm order’ you will be taken to SagePay, our secure payment provider. On payment a secure email will be sent to us and a receipt to you. We do not have access to your card details.
We may also send out your orderform by post. Please check both email and hard copy - if there is a mistake please contact us
By Phone -
Make your selection then ring us on 01753 889907 with your card details ready. We accept all cards except American Express.
Our trained staff will take you through all the options available and chat about your requirements.
By Post -
Write to us at The Big Bed Company, Unit 8 Anamax Group Estate, Oxford Road, Gerrards Cross SL9 7BB. Cheques should be made payable to The Big Bed Company Ltd.
We will contact you to reconfirm your order before processing it.
At the Showroom -
Our entire range of beds and bed linen is on show at our showroom –see the Visit Us section for details. We accept cheques and all cards except AMEX.
A contract between the customer and The Company for the sale of our products will only exist once an order has been accepted and processed. Title of goods passes to purchaser on full payment to The Company.
PAYMENT AND PRICING
All prices quoted on our website are accurate at the time of publication and prices are in UK Pounds Sterling inclusive of 20% VAT. Prices and availability are subject to change without notice, and the price confirmed on order will be not affected by subsequent promotional offers or revisions.
We accept payment via all UK credit cards except Amex - online, over the telephone, or at our showroom. We accept cheques by post or at our showroom. For beds and mattress orders taken over the phone or at the showroom - we take a 50% deposit of the full order value including delivery on order, balance payable on delivery. Any outstanding balance on the order becomes due on delivery, or 12 weeks after the estimated due date for delivery - whichever is earlier. If we do not hear from you after delivery we may debit the card you used for a deposit. For other items and online purchases of beds or mattresses - we take a 100% deposit of the full order value including delivery on order. All card details are securely destroyed on completion of the order or full payment, whichever occurs first.
Foreign Users - whilst we are happy to consider requests for products and enquiries from outside the United Kingdom, we give no warranty, express or implied, that the use of our website or the placing of any order through our website from outside the UK complies with any applicable non-UK laws or regulations. Accordingly, any products or promotions not permitted under your local law are not offered to you. If your order is being sent to a member state of the EU then the selling price will include VAT at the current rate. Any customs or import duties levied once the package reaches your destination country will be your responsibility as we have no control over these charges and cannot predict them.
COPYRIGHT, TRADEMARK AND FRAUD
The contents of these pages (including pictures, designs, logos, photographs, text written and other materials) are the copyright trademark or registered trademark of The Company or its content and technology providers or their respective owners. ALL RIGHTS RESERVED. The copying, modification, distribution, reproduction, or incorporation into any other work of part or all of the material available on our website in any form is prohibited save that you may copy, print or download extracts of the material on our website for the sole purpose of using our website or placing an order with The Company, or copy, print or download extracts of the material on our website for the purpose of sending to individual third parties for their personal information provided that you acknowledge us as the source of the material and that you inform the third party that these conditions apply to them and that they must comply with them.
If your credit/debit card is used fraudulently as a direct result of being used to buy from our website, then we will assume liability for the first £30 of your loss. Your credit card company is obligated to take responsibility for the rest. We will do our best to work with your credit card company to minimise the hassle for you.
PRIVACY AND USE OF THIS WEBSITE
We will not release your Personal Information to any company outside of The Company for mailing or marketing purposes, and we will treat all your Personal Information as confidential. However you should be aware that if we are requested by the police or any other regulatory or government authority investigating suspected illegal activities to provide your Personal Information and /or User Information we are entitled do so. In addition if The Company; sells or buys any business assets, or if The Company or substantially all of its assets are acquired by a third party, we may disclose your personal data to the prospective buyer or seller of such business or assets.
You should be aware that our website is being monitored and may capture information about your visit that will help us improve the quality of our service. When you shop on our website, we will ask you to input and will collect Personal Information from you such as your name, e-mail address, billing address, delivery address, telephone number, product selections and credit card or other payment information. We may collect information about your computer, including where available your IP address, the URL you came from, the telephone area code where your computer is located, your operating system and browser type, the pages that you visited and any search terms you entered. This may be collected even if you do not register with us. This is for system administration and to report aggregate information to our advertisers. This is statistical data about our users’ browsing actions and patterns, and does not identify an individual. We may obtain information about your general internet usage by using a cookie file which is stored on your browser or the hard drive of your computer. Cookies contain information which is transferred to your computer’s hard drive. They help us improve our site, to enable you to retrieve your shopping basket at any time, and to deliver a better and more personalised service. Some of the cookies we use are essential for the site to operate – if you do not accept cookies you will be unable to use our website. If you wish to delete cookies please choose Tools > Delete Browsing History > then check the “Cookies” box and press “Delete”
We may collect and process the following data about you - (1) information you provide by filling in forms on our website. We may also ask you for information when you report a problem about our website. (2) details of your visits to our website including but not limited to traffic data, location data, weblogs and other communication data, whether this is required for our own billing purposes or otherwise and the resources that you access. (3) if you contact us we may keep a record of that correspondence. (4) details of your orders.
We use your information only for the following purposes: processing your orders; for statistical purposes to improve our website and its services to you; to notify you of products or special offers that may be of interest to you; to serve website content and advertisements to you; to administer our website. You agree that you do not object to us contacting you for any of the above purposes whether by telephone, e-mail or in writing and you confirm that you do not and will not consider any of the above as being a breach of any of your rights under the Privacy and Electronic Communications (EC Directive) Regulations 2003. You are entitled to access the information held about you in accordance with the Data Protection Act 1998. Any access request may be subject to a fee of £10 to meet our costs in providing you with the information.
You may unsubscribe from our contact list at any time by replying to a promotional e-mail with the word "unsubscribe" in the subject line, by e-mailing us at [email protected] or telephoning us on 01753 889907 between 9am and 5pm Monday to Saturday.
Website Use -
While The Company uses reasonable endeavours to ensure that the information on our website is accurate and up to date, it does not give any warranty as to its accuracy or completeness and The Company is not responsible for any errors or omissions or for the results arising from the use of such information.
While The Company takes all reasonable steps to ensure a fast and reliable service, it does not guarantee that your use of our website will be interruption or error free and will not be responsible for any disruption, loss of or corruption of any material in transit, or loss of or corruption of material or data when downloaded onto any computer system. Further, The Company will not be responsible nor liable for your use of any other websites which you may access via links within our website. The Company does not control these websites and is not responsible for their content. Any such links are provided merely as a service to users of our website and their inclusion in our website does not constitute an endorsement by or affiliation with The Company.
DISCLAIMER AND LIMITATIONS OF LIABILITY
All our products are sold on the basis that they are suitable for domestic use only. They are not intended for use in a business / public environment.
The Company does not seek to exclude or limit liability for death or personal injury arising from its negligence or that of its members, agents, directors or employees or for any fraudulent misrepresentation.
To the fullest extent permitted by law and save as provided above, neither The Company nor any associated company shall be liable to you by reason of any representation, or any implied warranty, condition or other term, or any duty at common law, or under the express terms of the contract, or in negligence (whether on the part of The Company or any of its members, agents, directors, employees or otherwise) for any indirect special or consequential loss or damage (including but not limited to loss of profit or loss of saving), costs, expenses or other claims for compensation whatsoever which arise out of or in connection with the use of our website, the supply of the products or their use or resale by you.
The entire liability of The Company under or in connection with any contract for any products to which these conditions apply shall not exceed the price of the products, except as expressly provided in these conditions.
The Company will not be liable to you or be deemed to be in breach of the contract by reason of any delay in performing, or any failure to perform, any of its obligations in relation to the products ordered by you if the delay or failure was due to any cause beyond its reasonable control.
The Company may assign or transfer any of its rights or sub contract any of its obligations under these terms and conditions to any third party. You may not assign or transfer any of your rights or sub contract any of your obligations under these terms and conditions except with the specific permission in writing of The Company.
No person who is not a party to these terms and conditions shall have any right to enforce any term under the Contracts (Rights of Third Parties) Act 1999. Nothing in these conditions is intended nor shall affect any of your statutory rights that may not be legally excluded.