Returns & Refunds Policy

Last updated: August 2026 • Fully Compliant with UK Consumer Contracts Regulations 2013 & Consumer Rights Act 2015

At Metro Bedroom Co, we want you to be completely satisfied with your purchase. If you need to return an item, our policy is designed to be clear, fair, and transparent.

1. 14-Day Statutory Cancellation Window

Under the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the statutory right to cancel your purchase within 14 calendar days starting the day after you receive your goods.

2. Return Eligibility & Condition of Goods

To qualify for a full refund:

• The item must be unused, unassembled, in new condition, and complete with all original parts, fittings, and packaging.
• Mattress Hygiene Exception: For hygiene reasons, under UK consumer law, mattresses that have been removed from their original sealed plastic packaging cannot be returned unless proven to have a manufacturing defect.
• Care must be taken when unpacking items. Goods returned damaged due to improper repacking may be subject to a deduction reflecting the diminished value of the item.

3. How to Initiate a Return

1. Email our support team at support@metrobedcompany.com or call 0151 230 0221 within 14 days of receiving your order.
2. Provide your Order Number, item(s) to be returned, and the reason for return.
3. Our team will issue a Return Authorisation Reference and provide the return instructions.

4. Return Shipping & Costs

• Change of Mind / Customer Return: If you are returning an item due to a change of mind, you are responsible for arranging and paying for return shipping to our Liverpool warehouse, or we can arrange a courier collection with the direct return transport fee deducted from your refund.
• Damaged, Defective, or Incorrect Goods: If an item arrives damaged or with a manufacturing fault, Metro Bedroom Co will arrange collection or replacement parts entirely at our own expense.

5. Returns Address

All authorised returns must be sent to:

6. Refund Processing & Timing

• Once your return arrives at our warehouse, it will be inspected within 2 business days.
• Approved refunds are processed back to the original payment method (Debit/Credit Card, Bank Transfer).
• Refunds will be received within 5 – 7 business days depending on your bank / card issuer.

7. Cancellations Before Dispatch

If you wish to cancel an order before it has been dispatched from our warehouse, please contact us immediately on 0151 230 0221. If the order has not yet been collected by the courier, we will cancel the order and process an immediate full refund.

8. Contact Our Support Team

Metro Bedroom Co
Email: support@metrobedcompany.com
Telephone: 0151 230 0221
Showroom: Unit 333, 333 East Prescot Road, Liverpool, L14 2DD