Refund and Return Policy

In accordance with Distance Selling Regulations and The Sales of Goods Act.

If you are not satisfied with your order you have received you may return it to us within 14 days of delivery (*exclusions apply). We will fully refund or exchange any unused item if it is received back in the same packaging and condition as it was despatched with the delivery note intact within 14 days of delivery, the cost of returning the product will be at your expense.

If an order is returned within 14 days due to the product having a manufacturing fault then either the option of a full refund can be issued once we have received the product back and examined it to determine the cause of the fault and any reasonable postage costs you incur will be also refunded or we can repair the product and return it to you free of charge in accordance with our 1 year guarantee. If the product is returned after 14 days of delivery due to it having a manufacturing fault then the product will not be applicable for a refund but will be repaired or if irreparable then a replacement will be given for the SAME product in accordance with our 1 year guarantee.

Any claims for damage or discrepancies upon receipt of your order must be notified within 48 hours of delivery by using the contact form on our contact page, any claims made after the time scale will not be accepted.

Ensure your order is well packaged as any damage caused in transit will not be accepted and we advise that your order is returned via recorded delivery as we cannot be held liable if it is lost in transit. ENSURE YOU KEEP YOUR RECEIPT AND TRACKING NUMBER FOR YOUR RETURN.

If you do not receive any form of contact from rucomfy after sending your order back, then please chase your return up with the courier or postal service you used to send it back to us.

Refunds will be paid within 7 days upon receipt of the returned order.

To return goods please use the contact form on our contact page for instructions.

Please send all returns to the address detailed on the Contact Us page or in the top left hand corner of the Delivery Note.

Any queries, then please use the contact form on our contact page.

*Exclusions: - Personalised items and Custom Made Orders are excluded as they have been made to your specific requirements and therefore cannot be returned as part of our normal return policy. Foam filled products are also exempt from the returns policy if the foam has been removed from the vacuum packaging, this is due to the foam then not being able to be returned back in a re-saleable condition once it has been removed from the protective vacuum packaging and due to hygiene reasons. This does not affect your statutory rights.

Exchanging Your Order

If having received your order, you would like to exchange all or part of it, below will explain how to do so.

You have 14 days from receipt of the order to get your order back to us, to the address on the contact us page.

It is up to you, the customer to pay any returns postage in getting your order back to us. If you would like to exchange the product for a different fabric or colour or even if you would like to exchange to a completely different product then to keep the returns postage costs down we are happy to accept just the cover back and for you to keep the bead to make the returning parcel smaller. If this is not an option and you wish to send back the full order for exchange then please be aware that this can be quite costly and we are unable to arrange collection of the order.

Once you know what you would like to exchange your order for, there are two ways that that his can be done:-

* You can ring us to place and pay in full for a new order. As soon as we receive the original order back this will be refunded in full (minus any original delivery charges) given the item is unused and it is received back in the same packaging and condition as it was despatched with the delivery note intact within 14 days of delivery. As explained above you have the option to keep the bead and return just the cover to keep return’s postage costs down, if you are exchanging for a larger product then we will just send you the required amount of bead with your new order or alternatively if you are exchanging for a smaller product you can keep the bead to use for future ‘top-ups’ and the cost of the extra bead kept will be added on to the new order, this will all be explained when placing the new order.

* Alternatively you can return the order (part or full) that you wish to exchange first and then once we have this back we can call you to place a new order. Please write on the delivery note (which you receive within your parcel when it is delivered) the details of what you are sending back (if only returning part) and write down the details of what you want to exchange to; including any sizes, colour and fabric variations and include this in your returning parcel.

If you are owed a refund, you will receive an email confirming your new order and an additional email up to 7 days later confirming your refund has been processed.

If you are required to pay extra, then we will call you once we receive your order back and ask for card details to process the additional payment. You will then receive an email showing the amount taken and confirming your exchange.

Your order will then be processed using the delivery method shown on your confirmation email.

If you do not receive any form of contact from rucomfy after sending your order back, then please chase your return up with the courier or postal service you used to send it back to us.

Please send all returns to the address detailed on the Contact Us page or in the top left hand corner of the Delivery Note.

Any queries, then please use the contact form on our contact page.