Return and Refund Policy

At Lovaya, every bed is made bespoke to your order. This means your bed is produced specifically for you based on your chosen size, fabric, colour, base style, headboard design and other selected options.

Because our beds are bespoke, made-to-order products, they cannot usually be cancelled, returned or refunded once your order has been accepted, unless the item is faulty, damaged, not as described or not fit for purpose.

Please read this policy carefully before placing your order.

Bespoke and made-to-order products

All Lovaya beds are bespoke and made to your chosen specifications.

This may include your selected:

• bed size;
• fabric;
• colour;
• headboard style;
• base type;
• storage option;
• finish;
• other custom options.

As your bed is made specifically for you, we are unable to accept returns or offer refunds simply because you have changed your mind, ordered the wrong size, chosen the wrong colour, no longer want the item or cannot fit the item into your property.

This does not affect your statutory rights.

Cancellations before production

If you wish to cancel or amend your order, please contact us as soon as possible at:

Email: [Insert email]

We will always do our best to help, but because bespoke beds are prepared and produced specifically for each customer, cancellations or changes may not always be possible once your order has been accepted.

If production, ordering of materials, upholstery work, manufacturing or delivery preparation has already started, we may be unable to cancel your order or we may need to charge for costs already incurred.

Checking your order before purchase

Before placing your order, please carefully check:

• the bed size;
• fabric choice;
• colour;
• base type;
• headboard style;
• storage option;
• delivery address;
• access into your property;
• room measurements;
• doorways, stairs, lifts and hallways.

It is your responsibility to make sure the bed you order is suitable for your room and can be delivered into your property.

We cannot accept returns where an item has been made correctly to your order but does not fit into your room, through your doorway, up your stairs or into your property.

Damaged, faulty or incorrect items

Please inspect your order carefully on delivery.

If your item arrives damaged, faulty, incomplete or different from what you ordered, please contact us as soon as possible at:

Email: [Insert email]

Please include:

• your order number;
• photographs of the product;
• photographs of the packaging;
• a clear description of the issue.

Please do not assemble, use or alter the item if you believe it is damaged, faulty or incorrect, as this may make the issue harder to resolve.

Where an item is confirmed to be faulty, damaged, incorrect or not as described, we will offer a suitable solution. This may include repair, replacement, replacement parts, collection, exchange or refund depending on the circumstances.

Damage caused after delivery

We are not responsible for damage caused by:

• incorrect assembly;
• misuse;
• accidental damage;
• improper storage;
• moving the bed after delivery;
• failure to follow care instructions;
• normal wear and tear;
• damage caused by third-party fitters, decorators, movers or tradespeople.

Fabric, colour and size variations

As Lovaya beds are upholstered and made to order, small variations may occur.

Please note:

• fabric colours may appear slightly different depending on screen settings, lighting and room conditions;
• fabric texture, shade and pile direction may vary slightly;
• dimensions are approximate and may vary slightly due to the upholstered nature of the product;
• handmade and upholstered products may have minor tolerances in finish and measurement.

These natural or minor variations are not considered faults unless they fall outside reasonable manufacturing tolerances or differ significantly from the product description.

Refunds

Refunds are only offered where required by law, such as where an item is faulty, damaged, incorrect, not as described or not fit for purpose, and where repair or replacement is not appropriate.

If a refund is agreed, it will be processed back to your original payment method.

Please allow time for your bank or payment provider to process the refund.