CUSTOMER SERVICE / TERMS & CONDITIONS
ABOUT THESE TERMS›
Who we are
We are The Big Bed Company Ltd ("The Company"), Unit 8 Anamax Group Estate, Oxford Road, Gerrards Cross, SL9 7BB.
- VAT Registration No. 835 5295 09
- Company Registration No. 4737276
Agreement to these terms
These terms and conditions apply to your use of our website and to purchases made from The Company.
By placing an order with us, you will be deemed to have read, understood and agreed to these terms and conditions.
Governing law
These terms and conditions are governed by English law and you agree to submit to the non-exclusive jurisdiction of the English courts.
Nothing in these terms and conditions affects any statutory rights that cannot legally be excluded.
If part of these terms is unenforceable
If any provision of these terms and conditions is held by a competent authority to be invalid or unenforceable, in whole or in part, the validity and enforceability of the remaining provisions will not be affected.
A contract between you and The Company for the sale of our products will only come into existence once your order has been accepted and processed by us.
ORDERING›
Online -
- 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 Elavon or PayPal, our secure payment providers.
- On payment a secure email will be sent to us and a receipt to you.
- We do not have access to your card details.
- Please check your receipt email thoroughly - 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.
- We do not store your card details.
At the Showroom -
- A comprehensive range of beds and bed linen is on show at our showroom - see the visit us page for details.
- We accept cheques and all cards except AMEX.
BEFORE YOU ORDER›
Colours & materials
- It is your responsibility to request free samples before ordering as colours/materials shown on our website may not exactly match those delivered.
- This applies particularly to leather and to fabrics where colour, weave or texture may vary between batches.
- If you do not ask for samples we will assume you are happy with the images and product representations shown on our website.
Trying mattresses
- We strongly advise customers to visit the showroom to try out the different mattresses and tensions
- The choice of mattress is a very personal decision.
- If you do not visit the showroom before buying a mattress, we will assume that you are happy with the description of it given on the site.
Dimensions
- All dimensions stated on this website are subject to a 1” / 3cm tolerance. All dimensions are stated as width x length.
DELIVERY›
Bed / mattress deliveries
- We offer a doorstep delivery service to most countries and all UK postcodes. Doorstep delivery does not include assembly or removal and is to the entrance of the building, not your flat or apartment.
- In most UK postcodes we also offer an assembly service;
- we will only deliver to a maximum of the 2nd floor unless there is adequate lift access.
- we are unable to move, disassemble or reassemble existing furniture in your house.
- we can remove items that are directly being replaced only, and from the ground floor only.
- The available method and price is shown at checkout when you input your country and / or postcode.
- Once your delivery has been booked, and if on the day you are no longer available to receive it, you may be charged an additional delivery fee.
- When delivery is completed, you are responsible for any loss or damage to the goods, subject to your statutory rights.
Bedding / bed linen deliveries
- We use DHL or Parcelforce to get these smaller orders to you.
- 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.
DELIVERY PROBLEMS›
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
- All shortages must be reported to us within 48 hours of delivery.
- 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.
An item didn't fit
- We assume you have measured all access points correctly before ordering. It is your responsibility to calculate whether an item can fit, although we can help you with the calculations.
- We offer zipping options for mattresses, four-piece options for bases, and split-and-bolting options for headboards - however 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.
- If a mattress won't fit in your room without bending at least part of it through more than 15 degrees, the drivers will alert you of this. Bending it more than this may cause damage to the mattress. You can either -
- take delivery of it at your doorstep only,
- sign a waiver on the guarantee / warranty of the mattress, and have the drivers attempt installation into your room, or
- have us take it back and manufacture a "zipped" (split) mattress. 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
- Take delivery of it at your doorstep, or
- Have us take it back and manufacture a bed that will fit. 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.
- It is the customer's responsibility to cover delicate carpets and furnishings and to remove any pictures, window fixtures or light fittings that are on the route to your specified bedroom before we attempt delivery.
- For safety reasons, our delivery drivers may not be able to take off their shoes inside your house.
- Any damage must be reported within 48 hours of delivery.
RETURNS AND REPLACEMENTS›
Changing or cancelling your 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 6 months for a refund or exchange.
- We will not refund our original delivery costs and we will charge delivery on any replacement.
Something is faulty or damaged
- All breakages and damage 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 & BEDDING
- We will not replace or refund bed linen, bedding, and accessory items after 6 months from date of order, under any circumstances
- 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, or that the damage occurred before you received it, we will arrange for a repair, or an identical replacement (only) to be sent to you free of charge.
- In this case you may need to send the old one back to us, which we can arrange or for which we pay reasonable postage costs.
FOR BED & MATTRESSES
- We have:
- a 1 year manufacturing guarantee on the Standard mattress, the Metric mattress and base, and the Teenager mattress and base
- a 6 year warranty on the Pillowtop, Memory Foam, 8,000 & 11,000 mattresses
- a 5 year manufacturing guarantee on all other mattresses and bases
- 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.
- 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.
- Our guarantees and warranties will expressly only cover you if the item is in the UK, and 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 the mattress on a poor quality or unsupportive bed base
- using the mattress on slats which are more than 2in / 5cm apart
- bending the mattress over 15 degrees
- ignoring the maximum weight recommendations given for each mattress on the respective product page
- ignoring the care instructions given with each mattress
- 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.
PAYMENT AND PRICING›
Prices
- All prices quoted on our website are accurate at the time of publication and are in UK Pounds Sterling inclusive of 20% VAT.
- Prices and availability are subject to change without notice.
- The price confirmed on order will not be affected by subsequent promotional offers or revisions.
Payment methods
- We accept payment via all UK credit cards except American Express (AMEX) online, over the telephone, or at our showroom.
- We accept cheques by post or at our showroom.
Deposits and balances
- Ownership of the goods will not pass to you until we have received payment in full. Any outstanding balance remains payable in accordance with these terms.
- For bed and mattress orders taken over the phone or at the showroom, we take a 50% deposit of the full order value including delivery when the order is placed. The balance is 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.
- For other items, and online purchases of beds or mattresses, we take 100% of the full order value including delivery when the order is placed.
Orders from outside the UK
- 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 abroad, the selling price will exclude UK 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.
- Please note that our warranties and guarantees expressly only apply if the item is in the UK.
COPYRIGHT & TRADEMARK›
Website content
The contents of these pages, including pictures, designs, logos, photographs, written text and other materials, are the copyright, trademark or registered trademark of The Company, 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, except 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 them to individual third parties for their personal information, provided that you acknowledge us as the source of the material and inform the third party that these conditions apply to them and that they must comply with them.
FRAUD›
- If you believe your credit or debit card has been used fraudulently in connection with a purchase from our website, please contact your card issuer or payment provider immediately.
- Your rights in relation to unauthorised transactions are governed by applicable payment services and consumer protection legislation.
- We will provide reasonable assistance to you and your payment provider in investigating any suspected fraudulent transaction.
PRIVACY AND USE OF THIS WEBSITE›
Use of Personal Information
We do not use your Personal Information for direct marketing purposes.
We use your information only for the following:
- processing your orders;
- statistical purposes to improve our website and its services to you;
- serving website content to you; and
- administering our website.
We may contact you by telephone, email or in writing where necessary to process or administer your order, provide customer service, or otherwise fulfil our contractual obligations to you.
Disclosure of Personal Information
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, your Personal Information may be disclosed:
- if requested by the police or any other regulatory or government authority investigating suspected illegal activities;
- to suppliers and subcontractors where repairs are required to items you have purchased under guarantee;
- to third-party debt collection service providers in the event of non-payment of any invoice that we issue you; or
- to a prospective buyer or seller 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.
Collection of Personal Information
You should be aware that our website is 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 may collect Personal Information including:
- your name;
- email address;
- billing address;
- delivery address;
- telephone number; and
- product selections.
Our third-party payment provider will collect credit card or other payment information.
We may also collect information about your computer and use of our website, including where available:
- your IP address;
- the URL you came from;
- telephone area code;
- operating system and browser type;
- pages visited; and
- search terms entered.
This information may be collected even if you do not register with us. It is used for system administration and to report aggregate information and does not identify an individual.
Cookies
We may obtain information about your general internet usage by using cookie files stored on your browser or computer.
Cookies help us improve our website, enable you to retrieve your shopping basket and provide a better and more personalised service.
Some cookies are essential for the website to operate.
Other information we may collect
- information you provide by filling in forms on our website;
- information provided when you report a problem with our website;
- details of visits to our website, including traffic data, location data, weblogs and other communication data;
- records of correspondence if you contact us; and
- details of your orders.
Storage and Security of Personal Information
- We take appropriate measures to ensure that your Personal Information is stored and processed securely. Where Personal Information is transferred outside the UK, we will ensure that appropriate safeguards are in place in accordance with applicable data protection legislation.
- We do not sell your Personal Information. We only share it with third parties where necessary for the purposes described above or where required by law.
- The Company makes regular checks to ensure that your data is treated securely in accordance with applicable data protection legislation.
- We use administrative, organisational, technical and physical safeguards to protect your Personal Information and take appropriate measures to comply with the UK GDPR, the Data Protection Act 2018 and applicable PCI DSS requirements.
Your Rights
Your information will be held for at least six years for legal, regulatory and accounting purposes and thereafter for as long as reasonably necessary to fulfil the purposes set out under "Use of Personal Information".
Where we rely on your consent to process Personal Information, you may withdraw that consent at any time. This will not affect any processing carried out before consent was withdrawn. We may continue to retain or process information where another lawful basis applies, including where necessary to comply with a legal obligation or fulfil our contractual obligations.
In accordance with applicable data protection legislation, you are entitled to ask us for:
- the purpose or purposes for which we are processing your Personal Information;
- the categories of Personal Information we hold about you;
- the recipients to whom your Personal Information has been or will be disclosed;
- the period for which we will store your Personal Information;
- rectification, restriction or erasure of your Personal Information; and
- details of the safeguards we take to secure your Personal Information.
Please email [email protected] with the reference "Data Protection" for further details.
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.
- The Company is not responsible for any errors or omissions or for results arising from the use of such information.
- Some images on our website may be digitally generated or enhanced and are intended for illustrative purposes. Where colour, material or appearance is important, please request samples or visit our showroom before ordering.
- While The Company takes all reasonable steps to ensure a fast and reliable service, it does not guarantee that use of our website will be uninterrupted or error free.
- The Company will not be responsible for disruption, loss or corruption of material in transit, or loss or corruption of material or data downloaded onto any computer system.
- The Company is not responsible or liable for your use of other websites accessed via links on our website.
- Any links to other websites are provided as a service to users and do not constitute an endorsement by or affiliation with The Company.
DISCLAIMER AND LIMITATIONS OF LIABILITY›
Domestic use
- 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 or public environment.
Liability
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, implied warranty, condition or other term, any duty at common law, the express terms of the contract, or negligence 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 arising out of or in connection with the use of our website, the supply of products, or their use or resale by you.
The entire liability of The Company under or in connection with any contract for products to which these conditions apply shall not exceed the price of the products, except as expressly provided in these conditions.
Events beyond our control
The Company will not be liable to you or be deemed to be in breach of contract by reason of any delay in performing, or failure to perform, any of its obligations in relation to products ordered by you if the delay or failure is due to any cause beyond its reasonable control.
Assignment of rights
- The Company may assign or transfer any of its rights or subcontract any of its obligations under these terms and conditions to any third party.
- You may not assign or transfer any of your rights or subcontract any of your obligations under these terms and conditions except with the specific written permission of The Company.
Third-party and statutory rights
- 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 to affect any of your statutory rights that may not legally be excluded.
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