Terms and Conditions

NOTE: YOUR CONSUMER RIGHTS ARE NOT AFFECTED IN ANY WAY.

1. 7-Day Money-Back Guarantee

The Laybrook 7-day money-back guarantee means you can use the bed for seven days after the date of delivery without worrying about packaging or returning the bed yourselves. In the unlikely event that you need to return the bed, we will collect it from you free of charge and issue a full refund within the 7-day period after delivery.

• “Special Orders” are excluded from the 7-day money-back guarantee. A special order is anything different from that shown in the website photographs, or where the product page states “Special Order”. We will, however, exchange your mattress on the 7-night trial even with special order beds.
• Turning Bed Rentals are exempt from the 7-day money-back guarantee, as these are supplied under an independent rental contract.
• You may exchange your mattress free of charge for a firmer or softer feel within the 14-day period, or upgrade your mattress at the standard upgrade charge.
• Mattress-only purchases: If you have purchased a mattress without a bed, we offer a mattress exchange service. You must notify us within 14 days of delivery. No refunds are given on mattress-only purchases unless the mattress is unused, has not been slept on, and is returned undamaged.
• The consumer’s statutory 14-day cooling-off period for standard products is not affected.
• If the product has been opened and used, it cannot be returned after our 14-night trial owing to cross-contamination. To preserve your return rights, you must keep the original packaging on the mattress, not soil or damage the bed, and return it within 14 days of delivery.
• To return or exchange your products, please contact Customer Services on 01869 255400, Monday–Thursday 9am–5pm and Friday 9am–4pm, to obtain a Return Number.
• All refunds will be processed within 21 days after receipt of goods at our delivery warehouse.
• Persons who visit our showroom receive the 14-day trial on the mattress(es) only. As you will have tried the bed and mechanism in the showroom, the trial does not apply to these. In-home demonstrations are available at a cost of £125.00.
• We endeavour to exceed our legal obligations with the 7-day trial. Once a bed has been slept on, we are not legally required to accept a return owing to cross-contamination; the trial is offered as peace-of-mind on all standard beds and excludes all Special Orders unless agreed in writing.

To exercise the money-back guarantee, you must notify us in writing within the 7-day period by email or by post to:

The following additional conditions apply to the money-back guarantee:

• We must receive the cancellation notice within the seven-day period from the date of delivery.
• The bed must not be damaged or soiled in any way, as this will invalidate the money-back guarantee.
• Our beds are assembled and installed by a trained technical engineer and must not be disassembled by anyone else, as this will render your guarantee void. Please contact our customer services department for costs.
• Excludes Special Orders (including beds with cot-sides, as the fitting process requires drilling or screwing into the bed surround).
• The 7-day money-back guarantee applies within the UK only.
• As products are subject to change, photographs may not reflect the exact specification and are subject to change without notice.
• If purchasing a mattress only or a Special Order, you are eligible for a mattress exchange within 14 days of delivery. No refunds are given on mattress-only purchases once the mattress has been unpacked and used.
• Fast or Priority Delivery Cancellation: If a Fast or Priority Delivery order is cancelled, the Fast/Priority Delivery charge will not be refunded.
• Deliveries by courier companies (e.g. TNT) are not guaranteed by us. If a cancellation occurs due to non-delivery by the courier, a restocking/packing fee of £195 will be charged on all chairs and beds. Any damage must be signed for as “damaged” before accepting delivery from the courier; otherwise, liability for any damage will be your responsibility.
• If you order a 3ft bed and, upon delivery, realise you need a 4ft bed (or order the wrong type, e.g. a Double instead of a Dual), a charge of £225.00 will be made to collect, dismantle, and/or reassemble the correct bed. Please measure carefully before ordering. We must be notified within 7 days.
• Special Orders must be cancelled within 48 hours of placing your order, as manufacture will have commenced. If you cancel after this period, Laybrook reserves the right to retain your deposit.
• Death of customer: Where a customer dies after placing an order, the customer and/or their estate shall remain liable for all amounts due under the contract. Notwithstanding this, we will be happy to discuss mitigation of the customer’s liability with their personal representatives to lessen the impact as much as possible.
• If you decline our advice regarding the height of the bed — even if it is not a special order — and this subsequently becomes the reason for a return, the customer will be charged both a collection and a delivery charge.
• Upon delivery and installation, our engineer will carry out a full product demonstration. Should you refuse this, Laybrook reserves the right to charge £225.00 to revisit and carry out the demonstration.
• If you amend your sales order more than 48 hours after placing it, Laybrook reserves the right to charge a £20.00 administration fee.
• Our installation engineers are allocated specific timings for each delivery and installation. If additional work is required on arrival to enable installation, Laybrook reserves the right to charge at a rate of £35.00 for every half-hour over the allocated time.

2. Mechanisms

All mechanism weight limits are specified. The standard mechanism supports up to 18 stone; the heavy-duty mechanism supports up to 25 stone.

When calculating user weight limits, you must consider not only your own weight but also the weight of the mattress, duvet, pillows, and any other items on the bed. We recommend that your weight is 10–15% below the mechanism weight limit to allow for these additional items.

If you have a heavy-duty mechanism, the 25-stone limit requires weight to be distributed evenly across the mechanism — for example, 12.5 stone at the head end and 12.5 stone at the foot end — including the weight of the mattress, duvet, pillows, and so on.

If you have requested a specific height alteration for your new bed, please be aware that there may be a tolerance of 0.5 of an inch either way.

3. Cancellations & Additional Charges

• Cancellations received more than 7 days after ordering but before delivery will incur a restocking charge of £145.00 (excludes special orders).
• VAT exemption is the customer’s responsibility to declare, including the user’s name and chronic medical condition. Laybrook accepts no responsibility for misinformation.
• If a product is to be used for a general purpose (e.g. in a care or nursing home) or by more than one specific user, VAT is applicable at the standard rate of 20%.
• In the event that Laybrook Group Ltd is called out to repair a reported problem and no fault is found upon arrival, a call-out fee of £225.00 will be applicable.

4. Laybrook Guarantee — Conditions of Sale

This agreement is made between the Customer (named in the schedule) and Laybrook (“the Company”). Whereby it is agreed as follows:

4.1 The Customer agrees to purchase and have installed, and the Company agrees to supply and install at the specified delivery address, the furniture (“Furniture”) as described in the schedule.

4.2 The conditions of sale are hereby acknowledged and accepted by the Customer and Laybrook.

4.3 In the case of cash sales, the Customer shall make payment of the total price, less any deposit already paid, to Laybrook on delivery of the furniture.

4.4 The Customer acknowledges and agrees that this agreement constitutes a legally binding contract between the Customer and Laybrook.

4.5 Laybrook does not guarantee to remove or dispose of existing bedroom or living room furniture, but it is our policy to assist in moving the Customer’s bed to another part of the house unless stated on the order form. If you request, at the time of delivery, that Laybrook move furniture that has not been previously agreed, a minimum charge of £35.00 per item will be made (dependent on size and weight). If a failed delivery results from your failure to specify this at the time of ordering, a charge of £225.00 will apply.

4.6 Laybrook will take all reasonable care when installing the furniture but cannot accept responsibility for any damage caused by the Customer failing to follow instructions relating to the removal of obstacles or impediments in advance.

4.7 This agreement is neither a hire-purchase agreement nor a credit sale agreement.

4.8 Payments to confirm an order will only be refunded if written notice of cancellation is received at the address below within 14 days of delivery.

4.9 If your order is a Special Order (made to your specification and identified as such on the order), no refund may be given.

5. Customer Conditions of Sale

5.1 General: These conditions of sale apply to all orders and contracts for the supply of furniture in mainland UK by Laybrook to the Customer. Any purported variation by an employee is ineffective unless agreed in writing by Laybrook. Laybrook shall not be bound by any oral description or representation made by its employees, other than descriptions or representations contained on the internet or in printed materials produced by Laybrook and given to the Customer.

5.2 Alteration in Design: If Laybrook alters the design or specification of the furniture after the Customer’s order has been accepted, we will notify the Customer, who will have the option of cancelling the contract for a full refund.

5.3 Guarantee: Laybrook guarantees that the working parts of bed furniture will be free of failure for 1 to 5 years (depending on product) from the date of delivery; chair furniture for 1 or 2 years (depending on product) from the date of delivery; and mattresses for 1 year from the date of delivery, provided that the parts have not been misused or tampered with. Should a failure occur, Laybrook will effect a repair at no cost to the Customer within the applicable guarantee period. If the failure is deemed to have been caused by the Customer rather than by a mechanical fault, a call-out charge will apply.

5.4 Moving of Bed: Any movement of the bed not carried out by a trained Laybrook engineer will invalidate the guarantee. Charges will apply to any remedial work resulting from a bed move not carried out by Laybrook.

5.5 Delivery: Laybrook will endeavour to meet all delivery times; however, if it becomes apparent that this will not be possible, we will notify the Customer to arrange an alternative date. If Laybrook is unable to deliver within an acceptable timeframe, the Customer will have the option to cancel the contract.

5.6 Passing of Property: The furniture shall remain the property of Laybrook until paid for in full.

5.7 VAT: Laybrook and HMRC require the person for whom the adjustable bed is intended to have a qualifying chronic medical condition in order to qualify for zero-rated VAT. The condition must be of a chronic nature (ongoing and not likely to improve in the near future). The medical condition is declared by self-declaration at the time of order. If it is subsequently found that VAT is payable — whether at the time of delivery or at any point in the future — and you have misled Laybrook or the VAT rules have changed, you will be solely liable for the VAT and any associated costs Laybrook may incur. Please check with HMRC if you are unsure whether you qualify.

6. Your Statutory Rights

THESE CONDITIONS OF SALE DO NOT AFFECT YOUR STATUTORY RIGHTS AS A CONSUMER.

We endeavour to provide goods and services that conform with consumer rights. If there is a problem, please contact us immediately on Freephone 0808 252 8679. A copy of our complaints-handling policy is available on request.

If you are unhappy with the outcome of a complaint and have exhausted our complaints process, you may approach the British Healthcare Trades Association (BHTA) for mediation (and ultimately arbitration). As a member, we will participate in this process. BHTA can be contacted at:

Alternatively, you may approach ADR provider The Furniture Ombudsman (TFO); however, please note that we will not participate in this process. You may also use the EU’s online platform for dispute resolution at ec.europa.eu/consumers/odr.

You have 14 days from the date of installation to cancel this contract (a collection cost may be incurred). To cancel, please telephone or email us at sales@.laybrook@.com, or write to:

Registered Office: Faveo House, 2 Somerville Court, Banbury Business Park, Aynho Road, Banbury, Oxfordshire OX17 3NS.