Refund & Exchange Policy | Macba Beds – Returns, Delivery
Policy Terms & Conditions
By placing an order with Macba Beds, you agree to the terms outlined below.
1. 30-Day Trial & Faulty Goods
From the date of delivery, customers are entitled to a 30-day trial period to inspect their bed or mattress. If the product is found to be faulty or not as described within this period, Macba Beds will — subject to inspection — offer either a replacement or a refund in accordance with your statutory consumer rights.
A product may be considered faulty if:
- It does not match the description or images shown at the time of purchase
- It arrives damaged
- It shows poor workmanship, craftsmanship, or finishing
- It has mechanical or structural defects
2. Mattress Returns – Hygiene Exception
For health and hygiene reasons, mattresses that have been opened, unsealed, or used cannot be returned or exchanged.
This exclusion does not affect your statutory rights where a mattress is proven to be faulty at the time of delivery.
3. Change of Mind / Cancellation After Delivery
If you choose to cancel your order after delivery and the product is not faulty or misdescribed, Macba Beds can arrange collection of the item(s).
- A collection fee of £129 will apply
- This fee will be deducted from the total refund amount
- Refunds will only be processed after the item(s) have been collected and inspected
4. Delivery Terms & Customer Responsibility
4.1 Delivery Type
All deliveries are free doorstep delivery, unless otherwise stated at the time of order.
4.2 Access Responsibility
It is the customer's responsibility to ensure the ordered product will fit through all access points, including:
- Doorways
- Staircases
- Hallways
- Lifts
Macba Beds cannot be held responsible if items cannot be moved inside the property or to the intended room due to size or access restrictions.
4.3 Failed or Restricted Access
If delivery is unsuccessful due to insufficient access, tight spaces, or refusal of delivery, the order may be treated as a change-of-mind cancellation and applicable collection or redelivery charges may apply.
5. Condition of Returned Items
All returned products must be in a condition suitable for inspection. Macba Beds reserves the right to refuse a return, or apply deductions to any refund, if items show signs of misuse, damage, or alteration that were not present at the time of delivery.
6. Refund Processing
Approved refunds will be processed to the original payment method within a reasonable timeframe after collection and inspection have been completed.
7. Statutory Rights
Nothing in these Terms & Conditions affects your statutory rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations.
8. Contact
For all delivery, return, or refund queries, please contact Macba Beds Customer Support.
Frequently Asked Questions
What is Macba Beds' return policy?
Macba Beds offers returns in line with UK consumer law. Customers have a 30-day trial period from delivery to inspect for faults, damage, or finishing issues. Returns are handled based on whether the product is faulty, misdescribed, or returned due to a change of mind.
Do Macba Beds offer a 30-day trial?
Yes. From the date of delivery, customers have a 30-day trial period to inspect their bed or mattress for faults, damage, or issues with workmanship or finishing.
What counts as a faulty product?
A product may be considered faulty if it does not match the description or images shown at purchase, arrives damaged, shows poor workmanship or finishing, or has mechanical or structural defects. If a fault is confirmed after inspection, Macba Beds will offer a replacement or refund in line with your statutory rights.
Can I return a mattress after opening it?
No. For health and hygiene reasons, mattresses that have been opened, unsealed, or used cannot be returned or exchanged. This does not affect your legal rights if the mattress is proven faulty at the time of delivery.
What if I change my mind after delivery?
Macba Beds can arrange collection of the item. A £129 collection fee will apply, deducted from your refund. Refunds are processed after collection and inspection.
Is delivery free?
Yes. All orders include free doorstep delivery across England, Scotland, and Wales, unless otherwise stated at the time of order.
Do Macba Beds deliver inside the property?
No. Delivery is to the doorstep only. Customers are responsible for carrying and positioning items inside their property.
What access do I need to check before delivery?
Please ensure your product can fit through all access points including front door, internal doorways, staircases, hallways, and lifts. Macba Beds cannot be held responsible if items cannot reach the intended room due to access restrictions.
What happens if delivery fails due to access issues?
If delivery is unsuccessful due to restricted access, tight spaces, or refusal at the door, the order may be treated as a change-of-mind cancellation and collection or redelivery charges may apply.
What condition must returned items be in?
All returned items must be in a condition suitable for inspection. Macba Beds reserves the right to refuse returns or apply deductions if items show signs of misuse, damage, or alteration not present at delivery.
How long do refunds take?
Approved refunds are processed to your original payment method within a reasonable timeframe after the item has been collected and inspected.
Can I cancel my order before delivery?
Please contact Macba Beds Customer Support as soon as possible. Cancellations are much simpler to process before the item has been dispatched.
How do I report a fault or damage on delivery?
Contact Macba Beds Customer Support as soon as possible, ideally with photographs of the issue. The sooner we are made aware, the quicker we can arrange an inspection, replacement, or refund.
Does this policy affect my legal rights?
No. Nothing in this policy affects your statutory rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations.
