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Returns & Cancellations Policy

Returns & Cancellations Policy

Mellbour is committed to ensuring your satisfaction with every purchase. To help you understand your rights and our procedures, please carefully review the following policy.

1. Damaged or Incomplete Deliveries

We kindly request that you inspect your order upon delivery. If any part of your order appears to be damaged or missing, please notify us within 24 hours of receipt by contacting us at sales@mellbour.com
When accepting your delivery, we recommend checking the packaging for signs of damage, such as tears, dents, or crushed areas, which may indicate potential issues with the product inside. Any damages or shortages reported beyond the 24-hour window may not be eligible for resolution.

2. Order Cancellations and Cooling-Off Period

If you wish to cancel your purchase for any reason, you may do so within 14 calendar days of receiving your goods. To proceed with cancellation, a formal request must be submitted in writing—either via email or postal letter—within this time frame. Please note that cancellation requests received after this 14-day period will not be accepted.

3. Non-Returnable Items

Due to the bespoke nature of certain products, the following are excluded from return or refund:
- Custom-size beds
- Custom-size headboards
- Custom-size footboards
- Custom-size side rails
These items are manufactured to your specifications and are therefore not eligible for return unless confirmed to be faulty.

4. Conditions for Accepting Returns

In order for a return to be approved, the item must meet the following criteria:
- Unused and unassembled
- In original, undamaged packaging with all labels and tags intact
- In a condition suitable for resale
- Accompanied by a valid proof of purchase
- Inclusive of any free items originally provided
Items that have been assembled, used, or returned without original packaging will not be accepted.

5. Return Shipping and Fees

Change of mind returns must be initiated and shipped at the customer’s expense within the 14-day window. If an item is returned due to incorrect sizing ordered by the customer, a £195 handling fee will apply to cover administrative, delivery, and processing costs. If a cancellation is made prior to dispatch, a £75 fee will be charged to cover administrative expenses and payment processing.
We strongly recommend requesting free fabric samples prior to placing your order to ensure you are satisfied with your selection. Returns based on preferences related to colour or fabric will not be accepted after delivery.

6. Important Return Instructions

All returned items must be:
- Packaged securely and appropriately to prevent damage in transit
- Free from any labels, writing, or tape on the original boxes
We recommend that customers retain a certificate of postage or proof of shipment from their chosen courier when returning any item. Please note that Mellbour assumes no responsibility for goods lost or damaged in return transit.
If you require further assistance regarding returns, exchanges, or cancellations, please reach out to us at sales@mellbour.com.