We want you to order from SOVO with confidence. If you’ve changed your mind or something isn’t right with your order, this policy explains what to do next.

Nothing in this policy affects your statutory rights.

Your Right to Cancel

If you are a consumer purchasing eligible goods online, you generally have the right to cancel your order within 14 days beginning the day after you receive the goods, unless a legal exception applies.

To cancel, you must clearly tell us that you wish to cancel within the applicable cancellation period.

Please provide your name and order number when contacting us.

Returning Products After Cancellation

Following a valid cancellation after delivery, eligible products must normally be returned within 14 days of telling us that you wish to cancel.

Beds, mattresses and headboards are large items and cannot normally be returned using an ordinary postal service.

Please contact us before arranging a return.

Unless the goods are faulty, damaged, incorrectly supplied or we agree otherwise, you may be responsible for the direct cost of returning unwanted goods.

Where we offer to arrange collection on your behalf, we will tell you any applicable collection charge before arranging it.

Manufactured-to-Order Products

SOVO beds are manufactured to order.

This does not automatically mean that every SOVO bed is legally considered a bespoke or personalised product.

Where you select from our normal range of standard sizes, fabrics, colours, storage options or other standard configurations, your statutory cancellation rights may still apply.

Bespoke & Personalised Orders

Different cancellation rules can apply where a product is genuinely manufactured to your individual specifications or clearly personalised.

Examples may include:

• Non-standard dimensions specifically requested by you;
• Individual alterations not ordinarily offered as a standard option; or
• Other genuinely personalised specifications agreed with you.

Where the statutory cancellation exception for bespoke or personalised goods applies, we will make this clear before or when your order is accepted.

This does not affect your rights where a bespoke product is faulty, damaged, incorrectly supplied or not as described.

Changing or Cancelling Before Delivery

Please contact us as soon as possible if you need to change or cancel an order.

Because our beds are manufactured to order, production can begin quickly.

Where a change is possible, we’ll tell you about any difference in price or estimated delivery time.

If production has progressed significantly, some requested changes may no longer be possible.

Your statutory cancellation rights, where applicable, remain unaffected.

Condition of Returned Goods

Please take reasonable care of products while they’re in your possession.

You may inspect eligible goods in a similar way to how you would reasonably inspect them in a shop.

If products have been handled beyond what is reasonably necessary to establish their nature, characteristics and functioning, and their value has consequently been reduced, we may be entitled to make an appropriate deduction from your refund.

We therefore recommend retaining the original packaging until you’re satisfied with your purchase.

Mattresses & Hygiene

Some mattresses or other hygiene-sensitive products may be supplied with a protective hygiene seal.

Where the relevant statutory hygiene exception applies, your cancellation right may be affected if that seal is removed or broken after delivery.

This restriction does not affect your statutory rights if the product is faulty, damaged, incorrectly supplied or not as described.

Ordered the Wrong Size?

Please check all measurements carefully before ordering.

If you’ve accidentally ordered the wrong size and the product is an eligible, non-bespoke product, your normal statutory cancellation rights still apply.

Unless otherwise agreed, you will normally be responsible for the direct cost of returning an unwanted correctly supplied product.

Damaged, Missing or Incorrect Items

Please inspect your order as soon as reasonably possible after delivery.

If you discover damage, missing components or an incorrect item, contact us promptly.

For the quickest resolution, please provide:

• Your order number;
• A description of the issue;
• Photographs or videos of the problem;
• Photographs of the packaging where relevant; and
• Photographs of any relevant labels.

We’ll assess the issue and arrange an appropriate solution.

Faulty Products

If your product is faulty or not as described, you have rights under UK consumer law.

Depending on the circumstances, the appropriate remedy may include repair, replacement components, replacement of the product, a price reduction or refund.

Nothing in this policy limits those rights.

Refunds

Where you validly exercise a statutory cancellation right, we will process your refund within the timescales required by applicable consumer law.

Refunds will normally be made using the same payment method originally used unless otherwise agreed.

Where applicable, if you paid for standard outbound delivery, that amount will be refunded as required by law.

Additional amounts paid because you selected an enhanced service – such as premium delivery, Room of Choice, assembly or another upgraded service – may not be refundable where the law permits, unless the product is faulty or incorrectly supplied.

Exchanges

We do not guarantee that an exchange will always be available.

Where practical, we’ll try to help. If an exchange is agreed, we’ll explain any difference in product price and any applicable collection or delivery costs before proceeding.

How to Request a Return

Contact us and provide:

Full name

• Order number
• Delivery address
• Reason for cancellation/return
• Photographs or videos where relevant

Our team will then explain the next steps.

Your Rights

Nothing in this Returns & Refunds Policy is intended to exclude, restrict or replace your statutory consumer rights.