Returns & Refund Policy

Last updated: 01-05-2026

Thank you for choosing our bespoke kids beds and mattresses. Because our products are made to order and tailored to customer specifications, our returns policy differs from standard retail items. Please read the policy carefully before placing your order.

1. Bespoke & Made-to-Order Beds

All kids beds are manufactured specifically to your selected size, design, colour, fabric, storage configuration, and optional features.

For this reason:

  • Bespoke beds are non-returnable and non-refundable once production has started.
  • Orders cannot be cancelled after the 24-hour cooling-off period following purchase.
  • Customers are responsible for ensuring measurements and specifications are correct before ordering.

However, your statutory rights remain unaffected.

2. Mattresses (Hygiene Policy)

Due to hygiene regulations, mattresses cannot be returned if:

  • Packaging has been opened
  • The mattress has been used
  • Protective wrapping has been removed

Mattresses may only be returned if they are:

  • Unopened
  • In original packaging
  • Reported within 14 days of delivery

Return shipping costs are the responsibility of the customer unless the item is faulty.

3. Faulty or Damaged Items

If your order arrives damaged or faulty:

Please notify us within 48 hours of delivery by emailing:

support@tineton.com

Include:

  • Your order number
  • Clear photos of the issue
  • Description of the fault

We will arrange one of the following:

  • Repair
  • Replacement
  • Partial refund
  • Full refund (where appropriate)

4. Incorrect Items Received

If you receive the wrong product, please contact us within 48 hours of delivery. We will arrange collection and replacement at no cost to you.

5. Delivery Access Responsibility

Customers are responsible for ensuring:

  • Items fit through doorways, staircases, and access routes
  • Adequate access is available on delivery day

If delivery fails due to access restrictions:

  • Additional delivery charges may apply
  • Returns may not be accepted for bespoke items

6. Colour & Fabric Variation Disclaimer

Fabric colours may vary slightly due to:

  • Screen display differences
  • Lighting conditions
  • Batch variations

These variations do not qualify as faults.

7. Refund Processing Time

Approved refunds are processed within:

5–10 working days after inspection of returned goods.

Refunds are issued to the original payment method.

8. Contact Us

For any returns or refund enquiries, please contact:

Email: info@tineton.com
Phone:01924682692

We are always happy to help resolve any concerns quickly and fairly.