Returns and cancellation

Your rights depend on whether you buy as a consumer or for an organisation, and on where you live. The sections for consumers are grouped by region.

Before a contract is formed

A quote request is not an order and does not bind you. You can change or remove products on the quote page at any time before you send it.

After you send a quote request, you can withdraw it at any time by telling us. You also do not have to accept our offer. If you do not accept it, no contract is formed.

At checkout, nothing is binding until you click the order button. Before that, you can change your basket and correct your details.

Cancelling before dispatch

If you have accepted our offer or placed an order and want to cancel it, contact us as soon as possible through the contact page. Please give the offer or order number.

If you are a consumer, you may be able to use your statutory right of withdrawal before the goods arrive. The sections for each region below explain this and how you get your money back.

In other cases, for example if you buy for an organisation or the goods are made to your specifications, your contract decides whether you can still cancel and on what terms.

If we do not deliver within the agreed time, the law that applies to you may also let you end the contract.

Who has a right of withdrawal

The statutory right of withdrawal protects consumers who buy at a distance, for example through this site or by email. You are a consumer if you buy mainly for purposes outside your trade, business, craft or profession.

The rules depend on where you live. The sections below describe them for the EU, the EEA and the UK, for Türkiye, for Russia and for Saudi Arabia. If the consumer law of your country gives you more rights than this page describes, that law applies.

If you buy for an organisation, see the section on business customers.

Consumers in the EU, the EEA and the UK

These rules come from the Consumer Rights Directive 2011/83/EU and the national laws based on it. In the UK, they come from the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Withdrawal period

You can withdraw from the contract within 14 days without giving any reason.

The period ends 14 days after the day on which you, or a person you name other than the carrier, take physical possession of the goods. If you order several products in one order and they arrive separately, the period runs from the day you receive the last one. If one product arrives in several parts, it runs from the day you receive the last part.

You can also withdraw before the goods arrive.

How to withdraw

Tell us about your decision before the period ends with a clear statement, for example a letter or an email. Send it to:

You can use the model withdrawal form below, but you do not have to. Your withdrawal is in time if you send it before the withdrawal period ends.

Model withdrawal form

(complete and return this form only if you wish to withdraw from the contract)

• To :
• I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*)
• Ordered on (*)/received on (*)
• Name of consumer(s)
• Address of consumer(s)
• Signature of consumer(s) (only if this form is notified on paper)
• Date

(*) Delete as appropriate.

Sending the goods back

Unless we have offered to collect the goods, send them back or hand them over to us without undue delay. You must do this no later than 14 days after the day you tell us about your withdrawal. The deadline is met if you send the goods before the 14 days end.

You bear the direct cost of returning the goods if we told you this before you were bound by the contract. If we did not tell you, we bear the cost.

Hospital beds and other large items cannot normally be returned by post. They go back by freight carrier. For these items we tell you the cost of return before you are bound. If the cost cannot be calculated in advance, we tell you an estimate of the maximum cost.

You are only liable for a loss in value of the goods caused by handling them more than needed to check their nature, characteristics and functioning. Handle and check them as you could in a shop.

Your refund

We refund all payments we received from you, including the cost of delivery, without undue delay. We do this no later than 14 days after the day we learn of your withdrawal. If you chose a delivery more expensive than the cheapest standard delivery we offered, we do not refund the extra cost.

We may hold back the refund until we have received the goods back or you have shown that you sent them, whichever is earlier. This does not apply if we have offered to collect the goods.

Consumers in Türkiye

If you are a consumer in Türkiye, Article 48 of the Law on Consumer Protection No. 6502 and the Distance Contracts Regulation (Mesafeli Sözleşmeler Yönetmeliği) apply.

Withdrawal period

You can withdraw from the contract within 14 days without giving a reason and without paying a penalty.

The period starts on the day you, or a third party you name, receive the goods. Our handing the goods to a carrier does not count as delivery to you. If an order arrives in several deliveries, the period starts when the last item arrives. For a product in several parts, it starts when the last part arrives.

You can also withdraw between the day the contract is formed and the day of delivery.

How to withdraw

Send us your notice before the period ends, in writing or on a durable medium such as an email. You can use the model withdrawal form above or any clear statement of your decision.

Returning the goods and your refund

Unless we have offered to collect the goods, send them back to us within 14 days of the day you send your notice.

If you use the carrier we named for returns in the preliminary information, you pay no return costs. If we did not name a carrier, we cannot charge you for the return. If the named carrier has no branch where you are, we collect the goods from you at no extra cost.

You are not responsible for changes or deterioration caused by using the goods in line with their function, technical features and instructions during the withdrawal period.

We refund all payments we collected, including delivery costs, within 14 days of the day the goods are handed to the carrier we named for returns. If you use another carrier, the 14 days start when the goods reach us. If you withdraw before delivery, they start when your notice reaches us. We pay the refund in one payment, in a way that suits the payment method you used and at no cost to you.

Consumers in Russia

If you are a consumer in Russia, Article 26.1 of the Law of the Russian Federation No. 2300-1 of 7 February 1992 “On Protection of Consumer Rights” applies.

You can refuse the goods at any time before they are handed over to you, and within 7 days after handover.

If, at the time of delivery, you did not receive written information on how and when goods of proper quality can be returned, you can refuse the goods within 3 months of handover.

You can return goods of proper quality if their marketable condition and consumer properties are preserved and you have the document that proves the purchase. Without that document, you can still prove the purchase in other ways.

You cannot refuse goods of proper quality that have individually defined properties if only you, as the buyer, can use them.

We refund the amount you paid under the contract no later than 10 days after you ask for it. We may deduct our costs of bringing the returned goods back from you.

Until the law is amended, a ruling of the Constitutional Court of the Russian Federation of 17 February 2026 (No. 7-P) also lets you return goods of proper quality bought at a distance without handing them over in person. You can choose any method that lets us check the condition of the goods when we receive them, for example a carrier or the post. In that case you bear the risk of accidental loss or damage in transit. You also bear the transport and other delivery costs.

Consumers in Saudi Arabia

If you are a consumer in Saudi Arabia, the E-Commerce Law issued by Royal Decree No. M/126 of 10 July 2019 applies. It also covers sellers outside the Kingdom who offer goods to consumers there.

You can rescind the contract within 7 days of receiving the product, as long as you have not used it or benefited from it. Unless we agree otherwise, you bear the cost of rescinding.

This right does not apply to products customised or made at your request, unless they are defective or do not meet the agreed specifications. It also does not apply if a defect is caused by your mishandling of the product. Your warranty rights remain.

Consumers in other countries

If you live in another country, including other Gulf states, the consumer law there may give you a right to cancel or return goods. Nothing on this page limits that right.

When there is no right of withdrawal

The law excludes some goods from the right of withdrawal. If an exclusion applies to your purchase, we tell you before you are bound by the contract.

• Goods made to your specifications. This covers goods made to your specifications or personal needs, or clearly personalised. An example is a bed made to dimensions or angles you asked for. A standard model from the catalogue is not excluded just because a custom version is available. This exclusion applies in the EU, the EEA, the UK and Türkiye. For Russia and Saudi Arabia, see the rules in their sections above.
• Sealed goods for health or hygiene reasons. Sealed goods that are not suitable for return for health protection or hygiene reasons are excluded once you unseal them after delivery. This covers only items sealed for that reason. It applies in the EU, the EEA, the UK and Türkiye. In the EU, removing the protective film from a mattress does not end the right of withdrawal (Court of Justice of the European Union, case C-681/17).

Your rights for defective goods also apply to these goods.

Damaged or defective goods

Damage in transport

Please check the goods when they arrive. If the packaging or a product is damaged, note this on the carrier’s delivery receipt and tell us as soon as possible. Photos help. If you are a consumer, this request does not limit your legal rights.

Your legal rights

If a product is defective or not as agreed, you have legal rights that are separate from the right of withdrawal. As a consumer, these rights also apply after the withdrawal period ends.

• EU and EEA. The seller is liable for any lack of conformity that exists at delivery and becomes apparent within at least two years. You can first ask for repair or replacement free of charge. If that is impossible or fails, or in other cases the law sets, you can ask for a price reduction or end the contract (Directive (EU) 2019/771).
• UK. You can reject faulty goods for a full refund within 30 days of receiving them. After that, you can ask for repair or replacement. If that is not possible or does not work, you can ask for a price reduction or reject the goods (Consumer Rights Act 2015).
• Türkiye. You can choose to end the contract, ask for a price reduction, ask for free repair or ask for replacement with an item without defects. The time limit is two years from delivery (Law No. 6502, Articles 11 and 12).
• Russia. Your rights for goods of improper quality are set out in Articles 18 to 24 of the Law on Protection of Consumer Rights.

The Terms of sale explain these rights in more detail.

Business customers

If you buy for a hospital, clinic, care home or other organisation, the statutory rights of withdrawal on this page generally do not apply. Your contract and our offer set the terms. You can return goods only if we agree to this in writing.

For defects, the warranty terms in the offer apply. Where the offer has none, the law that governs the contract applies. Inspect the goods soon after delivery and report any defect to us in writing without delay. In some countries, commercial law sets short deadlines for this.

Where the law of your country gives organisations the same rights as consumers, those rights apply.

How to return goods

Please contact us before you send anything back, through the contact page. Give the offer or order number and the product code. For damage or a defect, add a short description and photos.

We then tell you where to send the goods and how to ship large items. Contacting us first is not a condition of your statutory rights. It helps us plan the return, especially for items that need a freight carrier.

Pack the goods so they are protected in transport. Use the original packaging if you still have it. Include any accessories and documents that came with the goods. Keep proof that you sent them.

Refunds

We pay refunds using the same means of payment you used, unless you expressly agree to another. You pay no fees for the refund. If you paid by bank transfer, we may ask you to confirm the account for the refund.

For consumers, the time limits are set out in the section for your region above. Business customers receive refunds as agreed in the contract.

If you get a refund or a price reduction because of a defect, we pay it in the same way.

Last updated October 21, 2026