Important Information About Your Return

A £75 collection fee applies if you choose to return an item. This fee will be deducted from your refund. For example, if your item costs £500, you will receive £425 once it's returned in reasonable condition.

To Ensure a Smooth and Hassle-Free Return

• If the product we receive is damaged (e.g. a torn fabric, stains, or structural damage), or if it's returned in an unreasonable condition after use, we reserve the right to deduct up to 75% of the total amount from your refund to cover the damages.
• If you’ve selected our assembly service, we can remove the packaging for you, but please note that if you later wish to return the item, you’ll need to source suitable packaging yourself. For this reason, we recommend keeping the original packaging if you plan to test the product before deciding.
• To arrange a return, we’ll also need you to send us a photo of the item fully packaged and ready for collection.

Damaged Items on Delivery

We take every step to ensure your item arrives in perfect condition. Here’s what to do if something doesn’t look right:

• When receiving your order, we ask that you sign to confirm the item has arrived without visible damage.
• If you notice any damage after unpacking, please contact us within 48 hours of delivery via email or phone.
• Any issues reported after 48 hours may not be eligible for a refund or exchange.

Change of Mind

If you've changed your mind about a product, we’re still happy to help, with some conditions:

• A £75 collection fee applies for any change-of-mind return.
• If you’re exchanging an item (e.g., for a different size or colour), the £75 fee also applies to the collection and delivery of the replacement item.

Items That Don’t Fit

Before placing your order, please ensure that your selected item can be delivered to your home. This includes checking doorways, staircases, hallways, and tight corners.

If our delivery team is unable to complete the delivery due to access restrictions, a £75 return fee will apply.

Custom & Made-to-Order Items

For items that are custom-made or built to specific requirements (e.g., non-standard bed or headboard sizes), returns are not accepted. These bespoke items are made especially for you and are non-refundable under all circumstances.

Assembly & Removal Services

If you’ve purchased additional services, please note the following:

• Assembly Service: Standard delivery is to the doorstep or just inside your front door. For apartments, this means ground floor lobby only unless you've selected assembly.
• If selected, our team will take items to your room of choice if safely accessible.
• We can only carry items up to two floors via stairs. For floors above the second, a working lift must be available. If not, and assembly was selected, a £75 delivery surcharge will apply.
• If the item cannot be delivered or assembled due to access issues, the assembly fee is non-refundable.

Refund processing times

Once your refund is approved, we submit it to your original payment method immediately. After that, the timeline is controlled by the card networks and your bank.

Refund reference (ARN): For card refunds, a tracking reference called an Acquirer Reference Number (ARN) is usually generated within 1–3 business days after the refund is initiated.

When you’ll receive the money: Most refunds appear within 5–10 business days, depending on your bank and card provider.

Weekends & bank holidays: Business days exclude weekends and bank holidays, so refunds may take longer during those periods.

How refunds appear

Refunds typically return to the same card/bank account used for the purchase. In some cases, banks may show the refund as:

• a separate “Refund” transaction, or
• an adjustment/credit against the original transaction.

If you don’t see your refund yet

If you haven’t received the refund after 10 business days, contact us and we’ll share the ARN (if available) so your bank can trace it.

Collection Service

Can you collect the item(s) I want to return?
Yes, we offer collection for returns. If your order was delivered by our courier, we can arrange for it to be picked up from your address. A return fee of £75 will apply and will be deducted from your refund.

How long will it take to collect my order?
Collections typically take 7–14 working days. We'll keep you updated throughout the process to ensure everything goes smoothly.

Cancellations

Can I cancel my order before a delivery date is arranged?
Yes, you can cancel your order anytime before a delivery date has been scheduled. Just contact us at support@somne.co.uk or 01924 926117, and we’ll cancel your order and issue a full refund.

Can I cancel my order after a delivery date has been arranged?
Yes, you can still cancel your order after a delivery date has been set. However, a £75 cancellation fee will apply once the delivery date has been confirmed. To avoid this fee, please cancel your order before receiving your delivery date confirmation.

What happens if I miss my delivery?
If you’re not available at the time of delivery, a £75 redelivery fee will apply. We’ll then help you reschedule your delivery at a time that suits you.

Can I change my delivery date?
Yes, you can rearrange your delivery date. Once your delivery date has been confirmed, you have a 24-hour window to contact us and reschedule at no extra cost. If you request a change after this 24-hour period, a £75 redelivery fee will apply.