Terms & Conditions
Terms & Conditions
If you would like a printed copy of our Terms & Conditions please contact us by email or by writing to us, you will find our contact details here. These Terms & Conditions are subject to changes and may change at any time without prior notification.
Please note we do not share details with any 3rd parties.
Pronto Beds Terms and Conditions
Effective: January 2025
1. General
1.1 These terms and conditions apply to all orders placed on our website (www.prontobeds.co.uk), by email to hello@prontobeds.co.uk, and orders placed over the telephone.
1.2 If you do not agree with any part of these Conditions, you should stop using the website immediately and not place an order with Pronto Beds.
1.3 By placing an order with us, you are agreeing to abide by these Conditions. Please read them carefully and contact our Customer Service team if you have any questions.
1.4 These Conditions do not affect your statutory rights as a consumer.
1.5 Many branded products are sold via this website. Any images, logos, and trademarks associated with these products are the sole property of their respective companies.
1.6 We reserve the right to amend these Conditions. The Conditions in force at the time you place your order will apply to that contract.
2. Information About Us and How to Contact Us
2.1 We are The Pronto Bed Company Ltd, a company registered in England and Wales (referred to as “we”, “us”, and “our” in these Conditions).
Company number: 5391310
Registered office: Causeway House, 1 Dane Street, Bishop’s Stortford, Herts, CM23 3BT
VAT number: 213771675
2.2 You can contact our Customer Service team by email at hello@prontobeds.co.uk or by telephone on 01279 424849, Monday–Friday (9am–5.30pm) and Saturday (9am–4.30pm).
2.3 If we need to contact you, we will do so by telephone or by writing to you at the email or postal address you provided.
3. Orders – Making a Contract with Us
3.1 When you place an order, you are making an offer to buy our products. We will send you an order acknowledgment email. Your order is accepted only when we send a confirmation email.
3.2 Once we send the confirmation email, a binding contract is formed. If you notice any errors on the confirmation email, you must inform us immediately.
3.3 If we are unable to accept your order, we will inform you, and you will not be charged (or refunded if already paid). This may occur if the product is out of stock, due to unexpected resource limits, or if we identify a pricing error.
3.4 Orders may be placed through our website, over the phone, or in-store.
3.5 We only accept orders for delivery within the UK.
3.6 If there are any problems with your order, we aim to contact you as soon as possible.
3.7 If you request a change to your order, please contact us immediately. We will confirm if it is possible and inform you of any changes to price or delivery.
4. Our Products
4.1 Products are either:
Made to Measure Products: (custom sizes/specifications, non-stock items)
Standard Products: (regular stock items listed on our website)
4.2 Images are for illustration only. We have made every effort to display colours and dimensions accurately, however, colours, fabrics, and finishes may vary slightly.
4.3 Small variations in ticking (ticking refers to the fabric used on the outside of a mattress or pillow) and fabric colour may occur.
4.4 Responsibility for dimensions:
You are responsible for ensuring all measurements are suitable for your needs and that the product will fit through access routes (stairs, halls, doorways).
For Made to Measure Products, you must ensure all measurements provided are correct.
We accept no liability for incorrect measurements or access issues.
4.5 Mattress dimensions may vary by up to three centimetres (3\text{cm}) in length, width, and depth due to the handmade nature of the product. This variation is considered normal tolerance and is not a manufacturing fault.
4.6 Made to Measure items are non-returnable and non-refundable unless faulty or misdescribed (see clause 11).
4.7 Manufacturers may change fabric covers without notice.
4.8 Comfort ratings are subjective guidance only and cannot be used as a reason for return.
4.9 Items described as divan sets or divan beds do not include drawers or headboards unless expressly stated. Pillows, bedding, and other items shown in images are not included.
4.10 In the event of a product displayed with an incorrect price, we reserve the right to cancel the order.
4.11 If the pricing error is obvious and unmistakable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums paid, and require the return of any Products provided to you.
4.12 Any description errors will be corrected as soon as possible.
5. Price and Payment
5.1 The price of the Product (which includes VAT) will be as listed on our website or confirmed over the phone. Please see clauses 4.10 and 4.11 for what happens if we discover an error in the price.
5.2 Discounted items cannot receive further discounts.
5.3 Full payment is taken at the time the order is accepted and the contract is formed (see Clause 3).
5.4 We accept payment with most major credit/debit cards (including Visa, Delta, and MasterCard).
5.5 Payments must be made from a UK-registered account.
5.6 All billing information given must match those held by the bank that issues the card. Failure to supply the correct information may lead to a delay or cancellation of your order. Your order will only be processed once the payment has been authorised.
6. Availability
6.1 All products are subject to availability and may be withdrawn at any time.
6.2 If a product becomes unavailable after your order is accepted, we will refund any amounts paid or transfer your payment to an alternative product (at your option).
6.3 Any stated lead times for non-stock items are estimates only and are not guaranteed. We will aim to notify you as soon soon as we reasonably can if a delay occurs.
7. Risk and Title
7.1 The Product becomes your responsibility from the time we deliver the Product to the address you gave us.
7.2 You own the Product once we have received payment in full and the Product has been delivered.
8. Deliveries
8.1 Items remain the property of Pronto Beds until delivered and signed for.
8.2 Delivery is free of charge on most items unless otherwise stated. Orders consisting solely of half headboards or pillows are for collection only.
8.3 Additional charges apply for express, weekend, or out-of-area delivery (as specified at the time of order).
8.4 All delivery times are estimated and cannot be guaranteed.
8.5 Delays outside our control will be communicated where possible. We advise you not to dispose of your existing items until you have received your order from us. We will not be liable for any costs incurred due to delayed delivery.
8.6 Standard delivery is a two-man service to the room of your choice. Express, same-day, or weekend deliveries may be one-man and delivered only to your front door.
8.7 We will contact you to arrange a delivery date and time with you.
8.8 Delivery Access: You must ensure that the delivery route to the room of your choice is clear and free from obstructions. It is your responsibility to ensure the route is free from any items which may be easily damaged during the delivery process.
8.9 You must ensure that any breakables are stored away and there is a clear, safe route of access to the chosen room. We will not be liable for any damage caused to your property as a result of your failure to provide a clear and safe route of access, and the delivery team may not be able to complete delivery to your chosen room.
8.10 Damage Liability: We always take care when delivering your items. However, we cannot accept liability for damage to light fittings, ceilings, walls, paintwork, or other fixtures caused due to restricted access, low ceilings, or obstacles within the property. It is your responsibility to ensure a clear and safe delivery route (see 8.8 and 8.9). If accidental damage is caused solely by our delivery team where reasonable access was provided, please contact us immediately so we can put this right.
8.11 All frames and furniture are flat packed and require self-assembly unless otherwise stated or agreed upon.
8.12 If we are unable to make the delivery to you on the agreed date, we will rearrange.
8.13 Failed Delivery: If a delivery attempt fails because you are not present at the agreed time and date, the goods will be returned, and a re-delivery charge (which will be advised to you) may apply.
8.14 If you request for the items to be left without a signature, this is at your own risk. We will not be held responsible for any water damage or theft, and you will be asked to sign a note confirming this instruction.
9. Faulty Items
9.1 If you believe your item has a manufacturing fault, please email photos to hello@prontobeds.co.uk including:
A full photo of the bed/mattress
A close-up of the fault
A description of the issue
We will contact the manufacturer to resolve the issue.
9.2 After 12 months, manufacturers may charge for assessments or repairs.
9.3 If a manufacturing fault is confirmed, the item will be replaced like-for-like.
10. Adjustment Period
10.1 It can take between 1 night and 2 months to adjust to a new mattress.
10.2 Initial discomfort is normal; we recommend sleeping on it for at least 30 nights.
11. Cancellation / Returns
11.1 Standard Product Change of Mind:
If you notify us within 14 days of delivery, you may request a refund or exchange.
Items must be unused, unassembled, and in original packaging with your name, address, and contact number.
Return delivery costs are your responsibility unless the item is faulty. We recommend obtaining proof of postage or collection.
11.2 Made to Order (Non-Returnable): Custom bases, ottomans, headboards, and any item made to a chosen size/colour/specification cannot be returned unless faulty.
11.3 Hygiene – Mattresses: Mattresses that have been unwrapped, opened, or slept on cannot be returned unless faulty due to hygiene reasons.
11.4 Inspection and Damage Process:
You must check your items at the time of delivery.
If you notice visible damage or incorrect items, take delivery and contact Pronto Beds immediately so we can arrange a replacement or exchange.
If any damage is discovered after delivery, you must contact us and email photographs as soon as possible so we can resolve the issue.
11.5 Return Transport: If you choose your own courier for a return, we accept no responsibility for in-transit damage. We can collect the item for a fee if required (which will be advised to you).
11.6 Items that are used, damaged, assembled, or soiled cannot be returned unless faulty.
11.7 Goodwill Mattress Exchange: If you dislike the comfort and we agree to a one-time goodwill exchange:
You must pay any price difference if the new mattress is more expensive.
If the replacement is cheaper, no refund will be given, and a credit note will be issued for the difference, at our discretion.
11.8 Returned items will be inspected. Items failing inspection will not be refunded.
11.9 Eligible refunds may take up to 14 days to process.
12. Your Statutory Rights
12.1 Nothing in these Conditions affects your legal rights under the Consumer Rights Act 2015.
12.2 Faulty or misdescribed goods may be entitled to a repair, replacement, or refund.
12.3 Most online/phone orders have a 14-day cancellation right under the Consumer Contracts Regulations, excluding made-to-order items and hygiene-sensitive products once opened (such as mattresses).
13. Guarantees
13.1 Some items include manufacturer guarantees. Terms are set by the manufacturer.
13.2 Guarantees do not replace your statutory rights.
14. Personal Information
We will only use your data in accordance with our privacy policy: www.prontobeds.co.uk/privacy-policy