Returns & Refund Policy

Your Right To Cancel

Under the UK Consumer Contracts Regulations 2013, you have the right to cancel most online orders within 14 days of delivery, without needing to give a reason, and receive a full refund. To cancel, please contact us within this window, and we will confirm the return process for your item.

Because every VALTIVA piece is made to order, we ask that you contact us as soon as possible if you wish to cancel — ideally before production begins. If your item has already entered production or been dispatched at the time you cancel, a cancellation charge may apply to cover materials and work already completed; we will always confirm this with you before deducting anything from your refund.

Return Eligibility

To be eligible for a return under the cancellation right above, items must be unused, in their original condition, and (where reasonably possible) in their original packaging. As our beds are made to order in your chosen fabric and configuration, we are unable to accept returns where the item shows signs of use or assembly beyond what's reasonably necessary to inspect it, in line with your statutory rights.

Faulty Or Damaged Items

If your item arrives damaged or develops a fault, this is treated separately from the standard 14-day cancellation right, and your statutory rights under the Consumer Rights Act 2015 are unaffected by anything else in this policy. Please contact us as soon as possible, and in any case within 30 days of delivery for a straightforward remedy, with photos of the damage or fault where possible. We will arrange a repair, replacement, or refund as appropriate, at no cost to you.

Cancellation Before Delivery

If you wish to cancel an order that hasn't yet been delivered, please contact us as early as possible. Since items are made to order, cancellations requested after production has started may be subject to a cancellation charge reflecting work and materials already committed — we will always tell you the amount before proceeding.

Refund Process

Once we've received your returned item (or confirmed your cancellation, where no return of physical goods is needed), we will process your refund to your original payment method within 14 days, in line with the Consumer Contracts Regulations 2013. Refunds for returned items are issued once we've received and inspected the item, or once you've provided evidence that it has been sent back to us, whichever is sooner.

Exclusions

The following are not covered by the standard 14-day change-of-mind cancellation right, though your statutory rights around faulty goods always apply regardless:

Items that have been assembled, used, or show wear beyond reasonable inspection
Bespoke or made-to-measure modifications specifically requested by you (such as a non-standard headboard height)
Mattresses or other items with a protective hygiene seal, once that seal has been removed