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Online Purchases Returns Policy

At Hamseys we have a flexible returns policy created for online purchases with you in mind, but we also hope you appreciate that we are a small company and may charge for returns on goods that are NOT faulty or damaged.

If you receive your order and decide that you do not want it, that is fine, we will give you a refund and come and collect your product(s) from your house. However, we do charge £30 for this to cover both the carrier, our order of the product from the manufacturer and inconvenience.

This charge does not apply to goods that are delivered damaged or faulty or damaged. If this is the case we will most likely ask for you to send us pictures of the problem (with today's technology this can be done using most mobile phones), or send our dedicated staff round to inspect it, before either delivering missing parts or a replacement product free of charge.

In the unlikely event of your item being delivered in a damaged condition please mark the POD or sheet that you sign for the delivery as DAMAGED in the section that reads RECEIVED IN GOOD CONDITION. We will then be able to assist you in either sending replacement parts or a new product.

As with nearly all mattress retailers we are unable to accept "used" mattresses for return for health and hygiene reasons. By "used" we mean mattresses that have been removed from their original packaging.

This goes the same for any flat-packed furniture that has been assembled or part assembled by yourself. For flat-packed furniture (which we at Hamseys do not sell a lot of), it can only be returned if it is faulty or missing parts, not due to incorrect assembly.

If you decide to cancel items within an order that are made-to-measure or have been specially ordered for you, it may be unlikely that we will be able to sell these at the full selling price to another customer. In these instances, we have the right to deduct a cancellation fee from your refund. We will endeavour to avoid any such charges but in some instances this may be unavoidable.

If you have any queries, or would like to know more about our returns policy, please email us at or call us on 020 8669 0273.

For instore purchases please contact the Branch the goods were purchased from.

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