Refund Policy
At Lusso Living, each bed and mattress is crafted to order. Our policy reflects the level of care that goes into production, while ensuring our customers feel secure and respected.
Beds
All Lusso Living beds are made to order. Once your order is confirmed, it moves straight into production.
• Orders may only be cancelled within 24 hours of purchase, and only if production has not yet begun.
• If production has already started, the order cannot be refunded even within this timeframe.
• After 24 hours, all bed orders are non-refundable unless the item is found to be faulty or damaged on arrival. In such cases, any refund offered may be partial, depending on the nature of the fault and the condition of the bed once returned.
Bespoke Orders
Bespoke designs — including non-standard headboard heights, custom fabrics, or tailored alterations — are created exclusively for you.
• These items are non-refundable once confirmed.
• If a bespoke order arrives with a verified manufacturing fault, we will arrange a repair or replacement.
• In rare cases where a refund is issued, it may be partial, assessed at our discretion after inspection of the item.
Mattresses
For hygiene reasons, mattresses cannot be returned once unsealed.
• If unopened and in their original packaging, mattresses may be returned within 14 days of delivery.
• If a mattress is found to be faulty on arrival, we will arrange a replacement or refund.
• Where a refund is applicable, it may be partial, depending on the condition of the mattress once inspected.
Damages & Issues
We kindly ask that any damages or issues are reported within 24 hours of delivery. Please provide
photographs and details via email or phone.
• Once verified, we will arrange a repair, replacement, or refund.
• Where a refund is appropriate, it may be partial, depending on the extent of the issue and the condition of the item once returned.
Returns & Collection
For any authorised return, our team will arrange collection.
• If the return is due to a change of mind (where permitted), the collection fee will be deducted from your refund.
• If the return is due to damage, fault, or error, Lusso Living will cover all costs.
• Any refund agreed following collection may be partial, based on inspection of the returned item.
Refunds
Refunds are processed back to the original payment method within 7–10 working days of inspection.
• The amount refunded may be partial if the item is not returned in its original condition, or if deductions are required for collection costs, damage, or other factors.
A note from us
Each Lusso Living piece is made to be part of your home for years, not weeks. We encourage customers to request swatches, ask questions, and make thoughtful choices before placing an order. This ensures your bed or mattress arrives exactly as imagined, and avoids unnecessary waste or disappointment.