Returns and refunds

We take care when selecting our furniture and want you to feel confident when ordering from Auro Sleep.

If you need to return, cancel or exchange an item, please contact us first so we can confirm the best next step. Please do not send items back without speaking to us, as large furniture returns need to be arranged carefully.

This policy explains how returns, refunds, cancellations and exchanges work. It does not affect your statutory rights.

Change-of-mind returns

For eligible items bought online, you usually have 14 days from delivery to tell us you want to cancel or return your order. You then usually have a further 14 days to return the goods.

Some items may be excluded from change-of-mind returns, including made-to-order, personalised or customised products, unless they are faulty, damaged or not as described.

Made-to-order beds

Please note that most beds are made to order.

Made-to-order, personalised or customised items may be excluded from our standard change-of-mind returns policy unless they are faulty, damaged or not as described.

This may include, for example:

Non-standard or custom headboard heights
Split or specially configured headboards
Bespoke size or made-to-measure items
Products made to your selected specification
Other customised options chosen before production

If you are unsure whether this applies to your order, please contact us before placing your order and we’ll be happy to help.

Mattresses and hygiene

For hygiene reasons, mattresses that have been opened, used or removed from protective packaging may not be eligible for a change-of-mind return unless they are faulty, damaged or not as described.

Please check your mattress carefully before removing packaging or using it.

Condition of returned goods

Where a return is accepted, goods must be returned:

Unused
In new, resellable condition
In the original packaging where possible
With all parts, fittings and accessories included
With proof of purchase

Items that have been assembled cannot usually be returned unless they are faulty, damaged or not as described.

Goods that are not returned in their original packaging, or are returned damaged, used or incomplete, may not be accepted or may be subject to a deduction from the refund.

How to start a return

Please contact us before returning any item.

If a return is accepted, we’ll confirm the next steps. We may arrange collection through our furniture delivery team, or you may be able to arrange the return yourself where agreed.

Collection charges start from £90 and will be deducted from your refund where applicable.

Assembly service

Assembly may be available as an optional paid service on selected products.

Assembly charges are not usually refundable once the service has been booked, allocated or carried out.

If assembly cannot be completed because the item does not fit, access is unsafe, the room is not ready, or the customer declines the service on arrival, the assembly fee may still apply.

Assembly does not include dismantling old beds, moving existing furniture, removing old items or removing packaging unless this has been clearly stated or agreed separately.

Damaged, faulty or missing parts

If your order arrives with missing parts, damaged parts or a fault, please contact us as soon as possible, ideally within 24 hours of delivery.

Please include:

Your name
Your order number
Your postcode
Clear photos of the issue
Photos of the packaging, if relevant

We may ask for photographs so we can assess the issue and arrange the correct replacement, repair or next step.

If a replacement part resolves the issue, we may arrange for the affected part to be replaced rather than returning the full item.

Refund timings

Where a refund is due, it will be issued to the original payment method within 14 days of receiving the returned goods, or evidence that the goods have been returned.

If a collection charge, return charge or other agreed deduction applies, this will be deducted from the refund.

Cancellations

If you wish to cancel your order, please contact us as soon as possible.

If your order has already been processed, entered production, or delivery has been booked, a cancellation charge of up to £90 may apply.

Made-to-order, personalised or customised items may not be cancellable once production has started, unless they are faulty, damaged or not as described.

Exchanges and replacements

If your order arrives with missing parts, damaged parts or a fault, we will work with you to arrange the right next step as soon as possible.

If you wish to exchange an item where an exchange is accepted, an exchange charge of up to £90 may apply.

For eligible exchanges, the original item must usually be returned in unused, resellable condition and in its original packaging where possible.

Missed delivery and delivery-related returns

If a confirmed delivery is missed, a re-delivery fee may apply.

Delivery delays caused by traffic, weather, vehicle issues, route changes or courier capacity do not automatically create a right to cancel a made-to-order item, but we’ll work with the delivery partner to arrange the next available slot.

Please do not dispose of your existing bed or mattress until your new order has arrived and been checked.

Need help?

If you need more help, you can read our Delivery information, visit our frequently asked questions or contact us.

This does not affect your statutory rights.