Marketplace terms for shoppers

1. Who do I buy from?

You buy from the seller. The seller is the bed company named on the product page. It is the seller of record. That means your contract for the goods is with that company, not with BedGuide.

Each product page names the seller. It shows the seller’s legal name, its Companies House number and its address. Every seller is a UK business we have checked, so UK consumer law protects your purchase.

2. What does BedGuide do?

BedGuide runs the online marketplace and the checkout link. A marketplace is a website where other businesses sell. BedGuide is run by Elite Digital AI Solutions Ltd (Companies House 17250017).

• We check each listing before it goes live. We check sizes, prices and seller details against the seller’s own information.
• We do not test products. The product description comes from the seller.
• We send your order details to the seller so it can deliver.
• The seller pays BedGuide a fee from each sale. You do not pay BedGuide anything.

Sold and delivered by the bed company named on each product. You pay that company through Stripe, and BedGuide earns a fee on each sale.

3. Where can the shop deliver?

Checkout accepts UK delivery addresses only. Some sellers do not deliver to every part of the UK. Check the product page for the areas the seller covers. You can buy up to 4 of one item in a single checkout.

4. What will I pay?

• The price shown includes any VAT the seller charges.
• The delivery charge is shown on the product page and again at checkout.
• You see the full total before you pay. BedGuide adds no charge of its own.
• All prices are in pounds sterling.

If a price on the page is clearly wrong, the seller may contact you before it sends the goods. If it cannot supply at the price you paid, it must refund you in full.

5. How do I pay?

You pay on Stripe Checkout, a secure payment page at checkout.stripe.com. Stripe is a payment company. Your payment goes straight to the seller’s own Stripe account, through a service called Stripe Connect.

BedGuide never holds your money. BedGuide never sees your full card details. Your bank statement will usually show the seller’s name, not BedGuide.

6. When is my order confirmed?

Your contract with the seller is made when your payment goes through. You then see a confirmation page. We also email you a confirmation with your order number. Sellers agree to acknowledge each order within 2 working days.

If the seller cannot supply the item, for example because it is out of stock, it must tell you and refund you in full.

7. How does delivery work?

The seller delivers your order. Delivery details differ between sellers and products. Check the product page and the seller’s own delivery page before you buy. Look for:

• the delivery charge and the expected delivery time;
• whether it is a two-person delivery, and whether they carry it to your room;
• whether assembly is included;
• whether they take away an old bed or mattress, and the cost.

If no delivery time was agreed, the law says the seller must deliver without undue delay and within 30 days. The goods are the seller’s responsibility until they reach you, or someone you name.

Measure rooms, stairs and doorways before you order. Our delivery and returns guide shows how.

8. Can I cancel and get a refund?

For most items, yes. The Consumer Contracts Regulations 2013 give you a right to cancel online orders. You do not need a reason.

• You can cancel from the moment you order until 14 days after delivery.
• Tell the seller clearly, for example by email. Keep a copy.
• You then have 14 more days to send the goods back. If the seller offers to collect them, follow its collection steps instead.
• The seller must refund you within 14 days of getting the goods back, or of getting proof you sent them, whichever comes first.
• The refund includes the standard delivery charge you paid.

Return costs: you may have to pay to send the goods back. The seller must tell you this before you buy. If it did not tell you, the seller pays. Beds are bulky, so check the return cost on the product page first.

You may handle the goods as you would in a shop, to check them. If you use them more than that, the seller may take some money off the refund.

9. Which items might not be cancellable?

The 14-day right has a few exceptions. Two can matter for beds. Both are narrow. Neither one removes your rights if the goods are faulty.

Made-to-order or personalised items

Goods made to your own design, or clearly personalised, may not be cancellable. An example is a headboard built to sizes you gave. Picking a standard size or colour from the seller’s list may not count. The product page should say if an item is made to order. Ask the seller before you pay if you are unsure.

Sealed items opened for hygiene reasons

The law has an exception for sealed goods that cannot be returned for health or hygiene reasons once unsealed. The usual example is underwear. The exception is narrow. In 2019, the Court of Justice of the European Union ruled in a case called Slewo. It said a mattress can still be cancelled after its protective film is removed, because it can be cleaned and sold again. That ruling was made before Brexit, and UK courts can still follow it.

Some sellers still treat unsealed mattresses or bedding as non-returnable. A seller cannot use this exception to take away your legal rights. If you are unsure, ask the seller in writing before you remove a protective seal. Keep the reply.

10. What if the item is faulty or not as described?

The Consumer Rights Act 2015 says goods must be of satisfactory quality, fit for purpose and as described. Your rights are against the seller.

• Up to 30 days after delivery, you can reject faulty goods for a full refund. This is the short-term right to reject.
• After that, or if you prefer, you can ask for a repair or a replacement.
• If a repair or replacement fails, you can ask for a price cut or a refund.
• In the first six months, a fault is presumed to have been there at delivery, unless the seller proves otherwise.
• If the seller assembles the bed, it must do so with reasonable care and skill.

A sleep trial or a maker’s warranty is an extra. It does not replace these rights. Our guide to UK bed refund and return rights explains the difference.

11. How do I complain?

1. Contact the seller first. Its contact details are on the product page and in your confirmation email. Give your order number.
2. If the seller does not reply, or you are stuck, email BedGuide at [email protected]. Include your order number. We will chase the seller and ask it to reply. We cannot decide disputes or order a refund.
3. For free advice, contact Citizens Advice. If you live in Scotland, Advice Direct Scotland gives the same kind of help.
4. If you paid by card, your card provider may help. For a debit card, ask about a chargeback. For a credit card, Section 75 of the Consumer Credit Act 1974 may cover items costing over £100 and up to £30,000.

12. What is BedGuide responsible for?

BedGuide is responsible for running the website and checkout link with reasonable care and skill. If we fail at that, we are responsible for loss you could expect to follow from our failure.

BedGuide is not the seller. We are not responsible for the goods, delivery, assembly, refunds or anything else the seller does or fails to do. We are not responsible for business losses, because the shop is for people buying for their home.

Nothing in these terms limits liability for death or personal injury caused by negligence, or for fraud. Nothing here takes away your legal rights as a consumer.

13. How is my data used?

Stripe holds your name, address and card details. The seller gets your delivery details to send your order. BedGuide keeps an order record without your name, address or card details. The privacy policy has the details.

14. Which law applies?

These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you can also bring a claim in your local courts. You keep any consumer protections your local law gives you.

15. Can these terms change?

We may update these terms. The version on this page when you place an order applies to that order. See also the terms of use and how BedGuide makes money.