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. 30-Day Trial Period

Selected products come with a 30-Day Trial Period from the date of delivery. Within this period you may request a return or resolution if the product is:

Damaged on inspection
Not as described at the time of purchase
Affected by a manufacturing fault or malfunction

We will review the issue and arrange an appropriate solution, which may be a repair, replacement, or approved return. Before approving any return or refund, we may inspect the product for excessive or improper use, intentional damage or misuse, and general cleanliness.

Not eligible for the 30-Day Trial. Returns are not accepted where the reason is:

Personal preference
A change of decor plans
Simply not liking the product / change of mind
An incorrect bed size or headboard height chosen by the customer

provided the item matches its description and works correctly.

Bespoke items. Custom or bespoke products are excluded from the 30-Day Trial and can only be returned if they are damaged, faulty, or materially different from the confirmed order. Returns are not accepted for change of mind, or where a headboard or other item cannot fit through the access points at the delivery address. It is the customer's responsibility to check size, specification and condition before delivery. Once an item is accepted and handed over, no further returns or claims will be entertained. Evidence of any damage must be provided for our team to review.

4. 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
Items damaged during or as a result of customer self-assembly (see Section 8)

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.

5. Wrong size and access issues

Free returns are not available where the wrong size has been selected, or where an item cannot be delivered because it will not fit through doors, staircases or other access points. Please measure your space and access carefully before ordering. Any goodwill compensation in these situations is decided at our discretion.

6. Return costs

Unless an item is faulty or incorrect, you are responsible for return shipping and any collection charges. Additional charges may also apply for failed deliveries or access issues.

7. Warranty (3-Year Limited Warranty)

Hellas GR provides a 3-Year Limited Warranty from the date of delivery on all eligible products, giving you protection against genuine manufacturing issues under normal domestic use. Proof of purchase is required for any claim.

What the warranty covers. This warranty covers manufacturing defects and faults only, including:

Faulty workmanship
Defective materials
Structural manufacturing faults that appear under normal domestic use

What the warranty does not cover. The warranty does not cover:

Accidental damage of any kind
Natural occurrences, including normal wear and tear and acts of nature
Misuse, neglect or improper care
Damage caused during self-assembly
Changes in comfort preference over time
Stains, odours or other hygiene-related issues
Commercial use (the warranty applies to domestic use only)
Any repairs, modifications or alterations carried out by a third party

Making a claim. Please email info@hellasgr.co.uk with your order details and clear photos or video of the issue. Every claim is inspected before approval. Once a manufacturing fault is confirmed, Hellas GR may, at its discretion, repair the item, replace it, or offer a partial refund.

8. Professional assembly requirement: oversized and premium beds

Due to the size, weight and construction of our premium beds, including extra-wide headboards, floor-standing headboards and full-height wall headboards, professional assembly is strongly recommended. These products are heavy and require at least two to three people to assemble and position safely.

Customers who choose not to purchase our professional assembly service do so at their own risk. Hellas GR cannot accept responsibility for any damage caused during self-assembly, including chipped panels, broken components, torn upholstery, bent fixings or incorrect installation.

Any damage resulting from customer self-assembly is not covered under our warranty and will not qualify for a refund, replacement, exchange or repair at our expense. This policy applies only where the damage has occurred during or as a result of self-installation.

We recommend using our professional assembly service to ensure the bed is fitted safely, correctly and in accordance with our installation guidelines.

9. Exceptions

Bespoke or made-to-order items cannot be cancelled after 48 hours from the time of order.
Bespoke or custom items cannot be returned on the delivery day unless damaged, faulty, or materially different from the confirmed order.
Bespoke or custom items are excluded from the 30-Day Trial Period.
Damage caused during or as a result of customer self-assembly is excluded from the warranty and from any refund, replacement, exchange or repair at our expense.

10. Exchanges

We do not guarantee exchanges, but we will do our best to help where practical. If an exchange is agreed, we will explain any difference in delivery, collection or product price in writing, and confirm any additional cost with you before arranging it.

11. Returns inspection and refunds

When a returned item reaches us, our Return Inspection Team carries out a full inspection to confirm its condition and the reason for return. The inspection looks at:

The extent of any damage, wear or defects
The actual reason for the return
Any sign of misuse, improper handling or intentional damage

Based on the inspection, we decide the outcome:

Full refund if the item meets the return criteria with no misuse or damage.
Partial refund if the item shows damage or misuse that affects its resale value.
No refund if the item does not meet the return criteria or has been deliberately damaged or mishandled.

Inspection may take up to 10 working days from the date we receive the item. Approved refunds are then issued to your original payment method within 14 working days of receipt. We make the final decision on any refund based on the inspection.

12. Product information and images

We aim to describe and photograph every product accurately, including specifications and key dimensions, to help you make an informed decision. Images are for illustration only, and colour, texture and finish may vary slightly due to screen settings, lighting or environment. If you are unsure about a colour or fabric, we recommend requesting free swatches before ordering.

13. How to request a return or refund

Please contact us with your order details at info@hellasgr.co.uk. Our team will guide you through the full process and explain the next steps.

FAQs

Can I return a product after delivery? Yes, if it is faulty, damaged, not as described, or incorrect. Returns for change of mind or personal preference are not accepted where the item is correct and works as described.

What are the return conditions during the warranty period? Within the 3-Year Warranty we cover verified manufacturing defects and faults. Once a fault is confirmed we will repair, replace, or offer a partial refund. Accidental damage and normal wear and tear are not covered.

Which products are eligible for returns during the 30-Day Trial Period? Products that are damaged, not as described, or have a verified manufacturing fault or malfunction.

Are all products covered under the 30-Day Trial Period? No. Change of mind, change of decor, personal preference, and an incorrect size or headboard chosen by the customer are not eligible, and bespoke items are excluded.

Do you provide an exchange option? We do not guarantee exchanges but will help where practical, confirming any cost differences with you first.

What is the refund process after I request a return? Once your returned item reaches us, our team inspects it, confirms the outcome (full, partial or no refund), and processes any approved refund to your original payment method.

How long does the inspection take? Up to 10 working days from the date we receive the returned item.

When will I receive my refund? Approved refunds are issued within 14 working days of us receiving the returned item.

I assembled the bed myself and it was damaged. Am I covered? No. Damage that happens during or as a result of self-assembly is not covered by the warranty and does not qualify for a refund, replacement, exchange or repair at our expense. For premium and oversized beds we strongly recommend booking our professional assembly service.