Customer care
Returns and Refunds
We want you to feel confident ordering from Heli-Beds. If something is not right, tell us what has happened and our team will help you understand the next step.
We review each request individually, taking account of the product, its condition and whether it has already been dispatched. Have your order number and photographs ready where relevant so we can give you clear guidance as quickly as possible.
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We Are Here to Help
Buying a bed or mattress is an important decision. If you need to cancel an order, arrange a return, or tell us about an item that is damaged or faulty, please contact us as soon as possible. We will review the details of your order and explain the options available to you.
Before Requesting a Return
Email sales@helibeds.co.uk or use the form below. Please include your order number.
Tell us which item you wish to return and why. Photographs are helpful if an item is damaged or faulty.
Keep the item safe, complete and suitably protected while your request is being reviewed.
Do not send a large item back before speaking to the Heli-Beds team, so that the return method and any collection arrangements can be agreed.
Unwanted Items and Cancellations
The Heli-Beds terms state that an unwanted eligible item should be returned within 14 calendar days of receiving it. Items should be unopened, undamaged, complete, in their original undamaged packaging and capable of being resold as new.
The customer is normally responsible for arranging and paying for the safe return of an unwanted item. Where Heli-Beds arranges collection, return or administration charges may apply in accordance with the Terms and Conditions.
Items That May Not Be Returnable
The terms contain exclusions for made-to-order, customised and special-size products. They also restrict returns of mattresses, pillows and other upholstered or hygiene-sensitive products once the hygiene seal or packaging has been opened. Opened or assembled flat-pack furniture and bed frames may also be excluded.
Please contact us before opening packaging if you are uncertain about the size, colour, suitability or return status of an item.
Damaged, Faulty or Incorrect Items
Inspect your order when it arrives where reasonably possible. If an item is damaged, faulty, incomplete or incorrect, contact Heli-Beds promptly with your order details and photographs where helpful. The team may arrange an inspection and, depending on the circumstances, a repair, replacement, collection or refund.
Your statutory rights are not affected.
Refunds
Approved refunds are returned to the payment method used for the original purchase. The timing and amount can depend on whether the order has been dispatched or delivered, the condition of returned goods, and any agreed delivery, collection or administration costs. The team will confirm the applicable arrangements for your order.
This page is a customer-friendly summary of the Heli-Beds Terms and Conditions. If there is any difference, the full terms apply. Nothing on this page limits your statutory rights.
Contact Us About a Return or Refund
Complete the form below and include your order number and as much useful detail as possible. For an urgent delivery or order problem, call 01793 388605 during the opening hours shown.