Returns & Refunds

Last updated: 20 April 2026

At Zora Beds, we want you to shop with confidence. We understand that plans can change, and in some situations you may need to return an item, request a refund, or cancel an order.

This policy explains how returns, refunds, cancellations, exchanges, and delivery-related issues are handled.

Contact Details

If you need support with a return, refund, cancellation, or delivery issue, please contact us:

Email: support@zorabeds.co.uk
Phone: 07405 339598
Website: https://zorabeds.co.uk/

30-Night Trial

We offer a 30-night trial on eligible products. If you decide the item is not right for you, you can request a return within 30 days of delivery.

To start the process, please contact us before the 30-night period ends. Once approved, we will guide you through the next steps.

The returned item must be in reasonable condition. If it shows signs of misuse, staining, tears, or structural damage, a deduction may be made from the refund.

Return Charges

If you return an item under our 30-night trial or because you have changed your mind, a £75 collection fee will apply.

For example, if your order total is £500, and the collection fee is £75, your refund would be £425, provided the item is returned in acceptable condition.

Please note that any delivery charges paid when placing the order are non-refundable.

You may also arrange your own return if preferred. Items should be sent to:

Zora Beds
Unit 2 Holme Street, Liversedge, United Kingdom, WF15 6JF

Bespoke and Made-to-Order Products

Some items are produced specifically to a customer’s requested size or requirements. This includes products such as custom bed sizes, bespoke headboards, or other made-to-order items.

Because these products are made especially for you, they are non-returnable and non-refundable. The 30-night trial does not apply to custom-made or special-order products.

Condition of Returned Items

Returned items must be sent back in fair and reasonable condition.

If an item is returned with marks, stains, torn fabric, broken parts, or other signs of unreasonable use, we may reduce the refund amount. In serious cases, we reserve the right to deduct up to 75% of the order value to cover repair costs or loss in value.

Damaged or Faulty Items on Arrival

Please report any visible damage or defects within 48 hours of delivery and provide photographs so we can resolve the issue as quickly as possible.

This helps us arrange a faster replacement or solution. However, your statutory rights are not affected. You have the right to reject faulty goods within 30 days of receiving them under the Consumer Rights Act 2015.

Order Cancellations

You may cancel your order for a full refund up to 2 working days before the scheduled delivery date, as long as we are informed by 1:00 PM on the cut-off day.

For example:

If your delivery is booked for Thursday, you must cancel by 1:00 PM on Tuesday.

If your delivery is booked for Monday, you must cancel by 1:00 PM on Thursday, since weekends are not counted as working days.

If you cancel after this deadline, a £75 cancellation fee will apply. Any delivery charges already paid will not be refunded.

Change of Mind Returns and Exchanges

If you change your mind after placing the order, we can still help, subject to the conditions below.

A £75 collection fee applies to all change-of-mind returns.

If you want to exchange your item for a different size, design, or colour, the same £75 fee will apply for collecting the original item and delivering the replacement.

Delivery charges are non-refundable except where you cancel your order within your statutory 14-day cancellation period. In such cases, we will refund the standard delivery cost. Any upgraded or premium delivery services (such as express delivery or assembly services) are non-refundable.

If the Item Does Not Fit

It is the customer’s responsibility to make sure the item can fit through entrances, hallways, staircases, and into the chosen room.

If the item cannot fit into your property on the delivery day, additional charges may apply.

If another delivery attempt is required, a redelivery fee will be charged.

If the item needs to be taken back and you decide to cancel the order, a £75 fee will apply, and any delivery charges paid will not be refunded.

Access Restrictions

Please tell us in advance if there are any restrictions that could affect delivery, such as limited parking, narrow entrances, stair access, or building restrictions.

If our team cannot complete the delivery because these restrictions were not disclosed in advance, the delivery will be marked as failed. In this case, redelivery charges will apply, and the original delivery charge will remain non-refundable.

Please note that our team can carry items up to 2 floors, which means 2 flights of stairs. If there is lift access and the item fits safely inside, we are happy to use the lift.

Professional Assembly Service

If you have selected our assembly service, our team will deliver the item to your chosen room and assemble the bed where this service has been purchased.

We do not remove the packaging after assembly, so we strongly recommend keeping it in case you need to return the item later.

Returning an Assembled Item

If you wish to return an assembled bed, the item must be:

fully dismantled
securely packed
ready before the collection team arrives

If the product is not dismantled and packed properly at the scheduled collection time, additional charges may apply.

Before arranging collection, we may ask for clear photographs showing that the item has been dismantled and packaged correctly.

Replacement Packaging

If you no longer have the original packaging, please contact us by email.

We may be able to provide replacement packaging with next-day delivery, but this will be a chargeable service.

Cancellation of Collection or Redelivery

If a collection or redelivery has already been arranged, the same cancellation rules apply. You must inform us by 1:00 PM, 2 working days before the scheduled date to avoid further charges.

Missed Deliveries and Redeliveries

Please make sure someone is available to receive the order on the confirmed delivery date.

If delivery cannot be completed because no one is available, a redelivery charge will apply.

How Refunds Are Processed

Once the returned item has been received and checked, we will process your refund as quickly as possible.

Refunds are always issued to the same payment method used when the order was placed.

After the refund has been processed, please allow up to 5 working days for the funds to appear in your account.

Your Statutory Cancellation Right

Under the Consumer Contracts Regulations 2013, you have the legal right to cancel your order within 14 days of receiving your goods, without giving any reason.

To exercise this right, you must inform us within 14 days of delivery. Once you notify us, you then have a further 14 days to return the item.

If you cancel within this statutory period, you will receive a refund for the item, including the basic cost of delivery. You may be responsible for the cost of returning the goods unless the item is faulty.

This legal right is separate from, and in addition to, our 30-night trial and standard returns policy.

Please note that this right does not apply to bespoke or made-to-order items unless they are faulty or not as described.