Refund & Returns Policy

At Soho Beds, we want you to love your bed — but if it’s not quite right, we’re here to help. This policy explains how and when you can return items, and how refunds are handled.

1. Return Eligibility

You are eligible to return your item if:

Your return request is made within 30 days from the delivery date
The item is unused, unassembled, and in original condition
The item is returned in its original packaging, or appropriately repackaged to avoid damage in transit

Please Note:

Custom-made, modified, or used products are not eligible for return
Returns requested after the 30-day period may be declined

2. How to Start a Return

To initiate a return, simply:

Email us at hello@sohobeds.co.uk or call our customer support team
Provide your order number and a brief explanation for the return
We will confirm return eligibility and arrange for courier collection from your address
Once approved, you’ll receive confirmation and collection instructions.

3. Chargeback Policy

By placing an order through our store, you agree to contact us at hello@sohobeds.co.uk to resolve any issue prior to initiating a chargeback or payment dispute.

We are committed to resolving customer concerns quickly and fairly. Chargebacks made without first contacting us to resolve the issue may be challenged and considered a breach of our Terms & Conditions. We reserve the right to dispute such chargebacks and may pursue further action, including account suspension or legal remedies, as necessary.

4. Return Fee

A £60 return fee will be deducted from your refund to cover:

Courier collection and return delivery
Restocking and handling
Administration processing
This return fee applies per item returned and will be deducted from the refund amount unless otherwise agreed in writing with our support team.

5. Condition of Returned Items

Returned products must be:

In original condition, with no signs of use, assembly, or damage
Complete with all parts, hardware, and any extras (e.g. fittings, instructions)
If an item is returned damaged or incomplete, we may:
Offer a partial refund, or
Decline the refund entirely, depending on the severity of the issue
We recommend taking clear photos before repackaging your item to avoid disputes.

6. Refund Timeline

Once the returned item is received and inspected:

We will notify you by email within 2 working days
If approved, your refund will be processed within 7 working days
Refunds are issued to the original payment method
Please note: depending on your bank, funds may take an additional 2–5 working days to appear in your account.
Refunds are only issued to the original payment method. We are unable to process refunds to alternate accounts or payment methods.

7. Exchanges & Replacements

We do not offer direct exchanges. If you would like a different size, colour, or style:

Please return the original item for a refund (subject to terms above)
Then place a new order for your preferred item
For warranty-related replacements, see our Warranty Policy.

8. Faulty or Damaged Items

If your order arrives damaged or faulty:

Notify us within 48 hours of delivery

Send a photo of the damage, along with your order number, to hello@sohobeds.co.uk

If the fault is due to manufacturing or transit, we’ll offer:

A full replacement, or

A repair, part replacement, or refund — depending on the situation

9. Cancellations

If you wish to cancel your order:

Please contact us as soon as possible after placing the order
Orders can only be cancelled before production or dispatch
If the order has already been manufactured or dispatched, the return policy (and £60 return fee) will apply

Contact Us

If you have any questions about returns, refunds, or cancellations, please get in touch:

Email: hello@sohobeds.co.uk
Phone: 01924 806398
Business Hours: Monday to Friday, 9am – 5pm

Last Updated: 15/07/2025