At Divan Factory Outlet, we want you to be happy with your purchase. We understand that circumstances can change after an order has been placed, so we have set out below how cancellations, amendments, returns and exchanges are handled. Please take a few minutes to read this information before ordering, particularly when purchasing larger bedroom furniture such as divan beds, bed frames, mattresses, ottoman beds or headboards.
Changing or Cancelling Your Order
If you have made a mistake with your order or changed your mind, please contact us as soon as possible. We provide a 24-hour period from the time an order is placed during which you can request a cancellation or amendment, provided the order has not already entered processing.
Cancelling Within the First 24 Hours
If you cancel within the first 24 hours, an eligible refund will be issued less a 5% cancellation charge to cover administration and payment processing costs.
Making Changes Within the First 24 Hours
If you need to change the product, size, dimensions, fabric, colour, specification or another part of your order, please contact us immediately. We will make reasonable efforts to accommodate your request, but changes cannot be guaranteed once an order has entered processing or production.
Orders Already in Processing or Production
After the initial 24-hour period, your order may already have been allocated, prepared, manufactured or otherwise processed. If you ask to cancel or amend an order after this point, a 50% restocking charge will normally apply. This includes requests to change the product, size, dimensions, fabric, colour, specification or other selected options.
If an order has already been dispatched, any request to cancel or change the order will be treated as a return and will be dealt with under the return conditions below.
Change-of-Mind Returns
For eligible change-of-mind purchases, you may contact us within 14 days of the date of delivery to request a return.
- The return must be approved by Divan Factory Outlet before any collection is arranged.
- A return is only accepted where the product meets the applicable conditions in this policy.
- Where we arrange collection of an approved return, a £75 collection charge will apply.
- A 50% restocking charge will also apply where specified within this policy.
Important: Assembled or Used Items
Products that have been assembled, fitted, used or otherwise altered cannot be returned or exchanged as a change-of-mind purchase. This applies whether the item has been fully or partially assembled. For example, if a bed frame, divan base, ottoman bed, headboard or other furniture item has been taken out of its packaging and assembled or fitted, it will not normally be eligible for a change-of-mind return or exchange.
Before opening or assembling your product, please make sure that you are satisfied with the size, colour, fabric, specification and suitability of the item.
This restriction does not affect your statutory rights where a product is faulty, damaged or incorrectly supplied.
Condition Required for a Return
For an eligible change-of-mind return, the product must be returned in a condition suitable for resale. The item must be:
• Unused
• Unassembled
• Unfitted
• Undamaged
• In its original packaging
• Complete with all relevant components
• In a resalable condition
If an item has been opened, assembled, used, fitted, marked, damaged or otherwise altered, we may reject the return.
Beds, Divans & Large Furniture
Because of their size and nature, larger bedroom furniture items require specific return arrangements. This includes:
• Divan bases
• Bed frames
• Ottoman beds and bases
• Adjustable beds
• Headboards
• Mattresses
• Other large bedroom furniture
Eligible items can be returned within the applicable 14-day period provided they have not been used or assembled and continue to meet all return conditions.
A 50% restocking charge will apply to an eligible large-item return.
Where Divan Factory Outlet arranges collection, a further £75 collection charge will apply.
Collection of Large Items
Large items must be returned using a collection service arranged or approved by Divan Factory Outlet. Customers should not arrange their own independent courier or delivery company to return a large item without receiving prior approval from us. This ensures the product is transported correctly and allows us to track and inspect the item when it is returned.
Headboard Returns
Please take particular care when ordering a headboard, as headboards can be supplied in different sizes, colours, fabrics and designs. Customers are responsible for checking that the selected headboard is suitable for their bed and room before placing the order.
Where a headboard qualifies for a change-of-mind return, it must remain:
• Unused
• Unfitted
• Unassembled
• Undamaged
• In its original packaging
• Suitable for resale
Once a headboard has been fitted or installed, it cannot be returned or exchanged for a change-of-mind reason. A headboard that has been marked, damaged, altered, fitted or otherwise made unsuitable for resale may also be refused.
Eligible headboard returns are subject to the applicable 50% restocking charge and £75 collection charge where collection is arranged by Divan Factory Outlet.
Where a headboard has been produced to a bespoke or non-standard specification, please contact us before ordering if you are unsure about its eligibility for return.
Mattress Returns
Due to hygiene considerations, mattresses have additional return requirements. A mattress purchased on a change-of-mind basis must remain sealed in its original packaging and completely unused. We cannot normally accept a mattress that has been opened, removed from its sealed packaging, slept on or used.
Eligible mattress returns are subject to a 50% restocking charge and a £75 collection charge where we arrange collection.
These conditions do not affect your statutory rights where a mattress is faulty or does not conform to your contract.
Checking Your Property Before Delivery
Before ordering, customers must make sure that the chosen product can be safely delivered into the property and into the room where it is intended to be placed. This includes checking:
• Entrance doors
• Internal doors
• Hallways
• Staircases
• Landings
• Lifts
• Narrow passages
• Corners and turning areas
• Ceiling heights
• Any other restricted access points
Please also consider the space inside your property, including the route from the entrance to the final room. It is the customer's responsibility to ensure there is sufficient space for the product and for the delivery team to safely manoeuvre the item through the property.
Access & Damage to the Property
Customers are responsible for checking their property and ensuring that there is a suitable and reasonably safe route for delivery before the delivery takes place. This includes removing or protecting personal belongings, ornaments, fragile items and other items that could obstruct the delivery route or be damaged during the movement of furniture.
Where access is particularly tight or difficult, customers should inform us before delivery. If the delivery team is unable to safely deliver the product because of restricted access, unsuitable conditions or insufficient space, the delivery may need to be stopped or rearranged.
Where a customer asks or permits the delivery team to proceed through a restricted or difficult access route, the customer should take reasonable steps to protect flooring, walls, doors, furniture and personal belongings.
Divan Factory Outlet cannot accept responsibility for damage to customer property where the damage results from inadequate access, unsuitable conditions, obstacles or items belonging to the customer that have not been removed or adequately protected.
However, where damage is caused by the negligence or improper actions of our delivery team or delivery partner, please notify us as soon as possible so that we can investigate the matter.
Any concern regarding damage to the property should be reported promptly, together with clear photographs where possible.
If the Product Does Not Fit
Please measure carefully before ordering. If, after delivery, you discover that the product cannot fit into the property or intended room, we may be able to accept a return provided the product remains unused, unassembled, unfitted and in its original packaging.
A 50% restocking charge and £75 collection charge will apply to an eligible return.
If the product has already been assembled, fitted or used, we will not normally be able to accept it as a change-of-mind return.
For this reason, we strongly recommend checking measurements and access before opening or assembling your purchase.
Exchanges
If you want to exchange an eligible item after delivery, please contact us before doing anything with the product. The original item must meet all applicable return conditions.
Assembled, fitted or used items cannot be exchanged for a change-of-mind reason.
Eligible exchanges will normally be subject to:
• A 50% restocking charge
• A £75 collection charge where we arrange collection
• Any additional cost of the replacement product
If the replacement product is more expensive, the difference must be paid before the exchange is arranged.
Damaged Goods
We take care when preparing products for delivery, but if your item arrives damaged, please contact us promptly. Any visible damage should be reported within 48 hours of delivery.
Please provide clear photographs of the damaged area, the product, its packaging and any other relevant information requested by our team.
We also recommend checking the product at the time of delivery and notifying the delivery team immediately if you see any visible damage.
Our delivery partners may obtain a Proof of Delivery (POD), which can record details such as the delivery date and condition of the goods.
Where delivery documentation has been signed confirming that the goods were received without visible damage being reported, this may be considered when assessing a subsequent claim.
This does not affect your statutory rights where goods are faulty, damaged or incorrectly supplied.
Faults & Manufacturing Issues
If you believe your product has developed a fault, please contact Divan Factory Outlet and provide details of the issue.
We may request photographs, videos or other information to help us investigate.
Where a fault is confirmed, we will deal with the matter in accordance with your statutory consumer rights.
The rules for faulty products are separate from the conditions that apply to change-of-mind returns.
Refunds
Returned products will be inspected when they arrive back with us. Where the item satisfies the relevant return conditions, we will process any refund due within 14 days of the approved return being received and inspected.
You will receive an automated confirmation once your refund has been processed.
Any applicable restocking, collection or other permitted charges will be deducted from the refund.
Once we have processed your refund, the time taken for the funds to reach your account will depend on your bank or payment provider.
Before You Place Your Order
To avoid unnecessary problems after ordering, please check all of the following before completing your purchase:
• Product measurements
• Bed and mattress size
• Headboard size
• Fabric and colour
• Product specification
• Room dimensions
• Doorway and hallway measurements
• Staircase and landing access
• Lift dimensions, where applicable
• The complete route through your property
• Any restrictions that could prevent safe delivery
Please do not assemble or fit a product until you are completely satisfied that you have received the correct item and that it is suitable for your requirements.
Your Statutory Consumer Rights
This policy relates primarily to change-of-mind cancellations, returns and exchanges. Nothing in this policy is intended to remove or restrict any statutory rights you have under applicable UK consumer law.
If you receive an item that is faulty, damaged, incorrectly supplied or otherwise does not conform to your contract, please contact Divan Factory Outlet so that we can investigate and provide the appropriate remedy.
