Mattress Protectors

Made in the UK
Bespoke sizes
Free delivery over £75
Expert approved
Adjustable bed compatible

Effective date: January, 2025 – CC – V2 When you buy from us you agree that: You're responsible for making sure your order details are accurate and for bearing the costs of re-delivery or return of non-faulty products. We offer several ways to make payments when placing your order online. VAT Exemption Products can vary slightly from their pictures. We’re not responsible for delays outside our control. You have a legal right to change your mind, but you have to return the product at your own cost. You have rights if there is something wrong with your product. We can change products and these terms. We don’t compensate you for all the losses caused by us or our products. We use your personal data as set out in our Privacy Notice. You have several options for resolving disputes with us. Other important terms apply to our contract. 1. You're responsible for making sure your order details are accurate and for bearing the costs of re-delivery or return of non-faulty products. When confirming your order, you agree that the order and its contents are correct, and you are happy to proceed. We will charge you additional sums for re-delivery or to return non-faulty products. 2. We offer several ways to make payments when placing your order online. You can place your order online. Our usual payment methods include Google Pay, Apple Pay, debit or credit card. Please note that payment in full is required at the point of sale. 3. VAT Exemption If you are chronically ill or disabled and the product(s) you are ordering are denoted ‘VAT relief’, you may be eligible for the VAT free price. To qualify you must complete and sign an Eligibility Declaration. Please note there are penalties for making false declarations; if you are in any doubt as to whether you are eligible to receive goods or services zero-rated for VAT, you should consult H. M. Revenue & Customs Notice 701/7 VAT Reliefs for Disabled People or contact the VAT National Advice Service on 0300 123 1073 before signing the declaration. 4. Products can vary slightly from their pictures A product’s true colour may not exactly match that shown on your device or in our marketing or its packaging may be slightly different. Where our products are handmade, all sizes, dimensions and measurements can vary slightly but will not affect the operation or intended use of such products. 5. We're not responsible for delays outside our control We won’t compensate you for the delay, but if the delay is likely to be substantial you can contact our Customer Service Team to end the contract and receive a refund for any products you have paid for in advance, but not received, less reasonable costs we have already incurred. 6. You have a legal right to change your mind You have a legal right to change your mind, but you have to return the product at your own cost If you change your mind about a product, you must let us know no later than 14 days after the day we deliver it. You then have a subsequent 14 days to physically return unused products still in their original packaging for a full refund. Unfortunately, we can’t accept returns for products sealed for health protection or hygiene purposes such as mattress protectors, bedding, pillows cases or other such items once these have been unsealed after you receive them. Returns are at your own cost, you can: Send the product back to us using an established delivery service. If you do this, you should keep a receipt or other evidence from the delivery service that proves you have sent it and when you sent it. If you don’t do this and we don’t receive the goods at all or within a reasonable time we won’t refund you the price. If you handle the product in a way which would render it “not new”, no refund may be due. If you tell us you’ve changed your mind about a product that hasn’t been delivered, we will refund you as soon as possible and within 14 days. If you’re sending your product back to us, we refund you within 14 days of receiving it. We refund you by the method you used for payment, and we don’t charge a fee for this. 7. You have rights if there is something wrong with your product If you think there is something wrong with your product, you must contact our Customer Service Team. We honour our legal duty to provide you with products that are as described to you and that meet all the requirements imposed by law. Your legal rights are summarised below. These are subject to certain exceptions. Summary of your key legal rights The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following: Up to 30 days: if your goods are faulty, then you can get a refund. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk 8. We can change products and these terms We can always change a product: To reflect changes in relevant laws and regulatory requirements. To make minor technical adjustments and improvements. These are changes that don’t affect your use of the product. 9. We don't compensate you for all losses caused by us our products We’re responsible for losses you suffer caused by us breaking this contract unless the loss is: Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable). Caused by a delayed event outside our control. If we have taken the steps set out in the section, we’re not responsible for delays outside our control. Avoidable. Something you could have avoided by taking reasonable action, including following our reasonable instructions for use. A business loss. It relates to your use of a product for the purposes of your trade, business, craft or profession. 10. We use your personal data as set out in our privacy notice How we use any personal data you give us is set out in our Privacy Notice. 11. You have several options for resolving disputes with us Our Customer Service Team will do their best to resolve any problems you have with us or our products. We deliver the best service via our contact us form online, however, if it is more appropriate to send in your complaint in writing, please contact us by email or post. Oak Tree at Home 2nd floor, St James Court St James Parade Bristol, BS1 3LH E: customers@oaktreeathome.co.uk We endeavour to acknowledge all complaints received by post within 2 working days. 12. Other important terms apply to our contract If a court invalidates some of this contract, the rest of it will still apply If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply. Even if we delay in enforcing this contract, we can still enforce it later. give the cost of using phone lines or other communication to complete the contract where it will cost more than the basic rate give a description of your goods, services or digital content - include as much information as you can give the total price or how this will be calculated give the total delivery cost or how this will be calculated tell them the minimum length of their contract give any conditions for ending rolling contracts or contracts with no clear end date You must confirm the contract as soon as possible, for example with an email.

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