Returns Policy

Your Right to Cancel

Because you buy online, the Consumer Contracts Regulations 2013 give you the right to cancel your order for any reason until 14 days after you receive the goods. We extend that window to 30 days from delivery, on the same conditions. Your statutory 14-day right always stands on its own.

You can also cancel at any time before delivery, including while a made-to-order item is still being built. Email online@onlineand.direct and we will stop the order and refund you in full.

Returning Your Order

Items must come back unused, in their original packaging and in the condition you received them. Please email online@onlineand.direct with your order number before sending anything back: our items ship from several locations, so we will reply with the right return address and instructions.

If you are changing your mind, you pay the return carriage. You can arrange your own carrier, or we can arrange collection and pass on the cost at what we are charged.

Refunds

We refund you within 14 days of receiving the goods back, or within 14 days of you giving us proof that you have sent them, whichever is sooner. Refunds go to your original payment method. Your refund includes the standard delivery you paid; our UK mainland delivery is free.

Faulty or Damaged Goods

Check your order with the driver present. If anything is damaged, refuse the affected item and email online@onlineand.direct within 24 hours with photographs, and we will replace or refund it. If an item is faulty within 30 days, you can reject it for a full refund; after 30 days we will repair or replace it. We pay all collection and return costs on faulty, damaged or wrongly supplied goods.

Made-to-Order Items

Made to order does not mean non-returnable. Our made-to-order items are built from our standard sizes and specifications, so your right to cancel applies to them as long as the item is still sealed. Only goods genuinely made to your own specification, such as a bespoke size we do not list as standard, cannot be returned unless faulty.

Mattresses

For hygiene reasons, we cannot accept a mattress back for a change of mind once its protective packaging has been opened or removed. If you want to cancel, do not open the packaging. This does not apply to faulty, damaged or wrongly supplied mattresses.

Full Policy

This page summarises our Refund and Returns policy, which sets out the full terms. Nothing here affects your statutory rights.