Refunds & Returns

Last updated 12 August 2026. This policy sets out your rights as a consumer buying from us in the UK.

Your 14 day right to cancel

If you are a consumer in the UK, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you the right to cancel most online orders within 14 days of receiving them, for any reason and without giving one. We allow 15 days. To withdraw, email us at theteam@customersupport.care with your order number before that period ends. You then have a further 14 days to send the goods back.

Goods must come back in a resaleable condition. We refund the price you paid, including the standard delivery charge, within 14 days of receiving the goods back or of receiving proof that you have sent them. You pay the direct cost of returning the goods unless the item is faulty or we agree otherwise.

If you are buying from outside the UK, equivalent rights usually apply under your own national law, and we apply this policy in the same way wherever you are.

Does anything fall outside the right to cancel?

No. Every item we sell carries the full right, including the aluminium mesh sold by the metre.

That is worth saying plainly, because some sellers of cut-to-length products exclude it. The aluminium mesh is supplied in standard 100 cm by 20 cm lengths and you buy the number of metres you need, with no minimum order. Nothing here is cut to your measurement, so nothing counts as goods made to your specification, and the exemption at regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 does not apply to anything in our range.

Ask us anyway if you are unsure how many metres a curved bed needs. Email theteam@customersupport.care and we will work it out with you. We would rather answer a question first than have you send metres back.

Faulty, damaged or incorrect items

This part applies to everything we sell, including the aluminium mesh. Nothing above affects it.

If your order arrives faulty, damaged or not as described, contact us and we will put it right at no cost to you. Under the Consumer Rights Act 2015, goods must match their description and be fit for their purpose, and you can bring a claim for up to six years from delivery in England, Wales and Northern Ireland, and five years in Scotland. You can ask for a repair, a replacement or a refund, and we pay the cost of returning the item.

Damaged in transit

If a parcel arrives damaged, email us with your order number and a photograph of the packaging and the item. We will arrange a replacement or a refund and we cover the return postage. Photographs help us take it up with the courier, so they speed things along, but they are not a condition of your rights.

Items missing or the wrong thing sent

Tell us and we will fix it. If the parcel never arrives, or arrives with parts missing, or contains something you did not order, that is on us to resolve and it costs you nothing.

How to return something

Email theteam@customersupport.care with your order number and a short note about what you would like to do. We will reply with the return address and confirm who pays the postage in your case. Please contact us before sending anything back, so it reaches the right warehouse and is credited to your order.

We aim to process refunds within 24 to 48 hours of receiving the returned goods. Payment providers usually take a few further working days to show the money back on your statement. Refunds go back to the payment method you used, or can be held as credit against a future order if you would rather.

Cancelling before dispatch

Any order can be cancelled free of charge before it is dispatched, including the aluminium mesh. Most orders are packed within 24 to 48 hours, so tell us as soon as you can and we will tell you where yours has got to.

If something goes wrong

If you are unhappy with how we have handled a return, see our complaints handling policy. Your statutory rights are not affected by anything on this page.