Refund & Exchange Policy

This Refund & Exchange Policy sets out the terms under which Hellas GR accepts returns and issues refunds for orders placed at hellasgr.co.uk. In this policy, "we", "our" and "us" mean Hellas GR, and "you" or "the customer" means the person placing the order. By placing an order, you agree to the terms set out below.

Key terms

Products: All furniture and home items sold on our website, including beds, mattresses, headboards and related furnishings.

Assembly Service: An optional service, selected at checkout, where our delivery team places your item in your chosen room and assembles it for you.

Standard Items: Any bed with a headboard up to and including 54 inches in height, regardless of the colour, fabric or base selected.

Made-to-Order / Bespoke Items: Any bed whose fully assembled headboard height is above 54 inches. Where a headboard is made of several sections, the total combined height decides whether the item is bespoke. These pieces are custom-built and governed by bespoke terms.

We operate in line with UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2014. Under UK law, customised or bespoke items are exempt from standard cancellation and return rights once production has started, except where they arrive faulty, damaged, or not as described. Nothing in this policy affects your statutory rights, which always take precedence.

1. Your rights

Modifying your order. You may request changes to your order within 48 hours of placing it. After that, once the order has entered processing or production, changes cannot be guaranteed.

Cancelling within 48 hours. You may cancel any order, standard or made-to-order, free of charge within 48 hours of placing it.

Cancelling before dispatch. Standard items may be cancelled at any time before dispatch at no charge. Bespoke or made-to-order items cannot be cancelled free of charge after 48 hours from confirmation, and a partial product charge will apply, with any shipping or delivery costs payable by the customer.

Cancelling on the delivery day. A standard item may be cancelled on the scheduled delivery day as long as delivery has not been completed. Bespoke or made-to-order items cannot be cancelled on the delivery day unless the item is damaged or defective.

2. Faults or incorrect items on delivery

Please check your order carefully when it arrives. If anything is faulty, damaged or incorrect, tell us within 48 hours of delivery, send clear photos of the issue, and keep all the original packaging. Reporting promptly helps us resolve the matter for you quickly. After we assess the issue, the solution may be a repair, replacement, partial refund, or full refund.

3. Returnable and non-returnable items

To be accepted for return, an item must be unused, in its original packaging, complete with all parts and components, and free from any damage beyond normal handling. Returns that do not meet these conditions will not be accepted.

The following are non-returnable:

Custom-made or bespoke furniture
Mattresses and other hygiene-sensitive products once opened
Items damaged through misuse, neglect or improper care

Mattresses and hygiene products. Mattresses and other hygiene-sensitive products must remain unopened with all hygiene seals intact. They can only be returned if they are still sealed, or if a manufacturing fault is proven.

4. Wrong Size, Access Issues & Customer Preference

Please ensure you carefully measure your room, doorways, staircases, hallways, lifts, and access routes before placing your order.

We are not responsible if:

The bed or furniture does not fit through your property's access points.
The selected size is unsuitable for your room.
The colour, fabric, or design does not match your room or personal preference.
You simply change your mind after delivery.

In these situations, a full refund will not be provided.

At our discretion, we may offer:

A partial refund, subject to inspection of the returned item and applicable deductions; or
An exchange, where reasonably possible.

Any exchange due to customer preference or customer-related issues will require the customer to pay all applicable collection, return, and re-delivery charges.

5. Return & Collection Charges

Where the issue is caused by the customer

If a return or exchange is requested because of:

Incorrect size selection;
The item not fitting through doors, staircases, hallways, or other access points;
Colour or fabric preference;
Change of mind; or
Any other customer-related reason,

The customer is responsible for:

Collection charges.
Return shipping charges.
Delivery charges for any replacement or exchanged item.

These charges must be paid before the exchange or replacement is arranged.

Where the issue is our responsibility

If an exchange is approved due to a verified manufacturing fault, damaged item, or an item supplied incorrectly by Hellas GR.

Collection charges will be covered by Hellas GR.
Return shipping charges will be covered by Hellas GR.
Delivery charges for the replacement item will also be covered by Hellas GR.

The customer will not pay any transport-related charges for approved manufacturing fault claims.

8. Exchanges

We offer exchanges where applicable. Any applicable delivery, collection, and return charges for the exchange will be payable by the customer.

Customer-requested exchanges

Where an exchange is requested because of customer preference or any customer-related issue (including size, colour, room suitability, or access restrictions), the customer is responsible for all applicable collection, return, and delivery charges.

Manufacturing fault exchanges

Where an exchange is approved because of a verified manufacturing defect or an item supplied incorrectly by Hellas GR, the exchange will be arranged at no additional transport cost to the customer.

9. Returns Inspection & Refunds

Every returned item must first be collected by our team before any refund is considered.

Once the item has been returned to our warehouse, our Returns Inspection Team will carry out a complete inspection, including:

Product condition;
Manufacturing quality;
Packaging condition;
Signs of misuse or accidental damage;
Completeness of all components; and
Verification of the reported issue.

Refunds are only processed after this inspection has been completed.

Based on the inspection, we may issue:

A full refund (where applicable under this policy);
A partial refund; or
No refund if the item does not qualify.

The complete inspection and refund process may take up to 14 working days from the date we receive the returned item at our warehouse.

Refunds are always issued to the original payment method.

Hellas GR reserves the right to make the final decision following inspection.

12. 14-Day Mattress Trial

Our 14-Day Trial applies only to mattresses.

To qualify:

The mattress must be returned within 14 calendar days of delivery.
The original hygiene cover and protective cover must remain intact and must not be removed.
The mattress must be free from stains, marks, odours, damage, or misuse.

If the hygiene cover has been removed, the mattress will not qualify for return or refund.

After the 14-day trial period has expired, the mattress is no longer eligible for return under the trial programme.

This trial does not apply to beds, headboards, furniture, or any other products.

13. Custom & Bespoke Orders

All customised, made-to-order, and bespoke products are manufactured specifically for your order.

Therefore:

Custom orders cannot be returned for a refund.
Custom orders are not eligible for cancellation once production has commenced (except where required by law).
Refunds are not available for customised products unless a verified manufacturing fault exists.

Where practical, we may offer an exchange for a customised product; however, this will be assessed on a case-by-case basis and may be subject to additional charges where the request is not due to a manufacturing fault.

FAQ

What if the bed doesn't fit into my property?

Please measure your room, doorways, staircases, hallways, and access points carefully before ordering.

If the item cannot be delivered because it does not fit, or you selected the wrong size, a full refund will not be available. Depending on the circumstances, we may offer a partial refund or an exchange, with all collection and delivery charges payable by the customer.

What if I don't like the colour after delivery?

If the colour or fabric does not suit your room or personal preference, this is considered a customer preference issue. A refund will not be available; however, an exchange can be arranged. Any applicable collection, return, and delivery charges for the exchange will be payable by the customer.

When will my refund be processed?

If your refund is approved due to a manufacturing fault or another eligible reason, our team will first collect the item and return it to our warehouse for inspection.

Once the inspection has been completed and your claim has been verified, your refund will be processed. This process may take up to 14 working days from the date we receive the returned item.