Refund policy
General Sales Conditions of English Royal Mattress
---
Art. 1 – Definitions
"Furniture" refers to all products (Bed & Mattress) that are part of the official assortment of English Royal Mattress.
---
Art. 2 – Scope of Obligations
The seller is bound by guarantees, brochures, advertising materials, and other referenced documentation, provided they do not limit the buyer’s legal rights. Minor changes in design, dimensions, or colors by the manufacturer do not constitute a breach of contract.
---
Art. 3 – Sales Outside Business Premises
Sales conducted at fairs, exhibitions, during organized trips, by mail, phone, or at the customer’s home are considered outside business premises.
---
Art. 4 – Right of Withdrawal
The consumer has the right to withdraw from a distance sale within **7 working days** from the day after signing, via registered post. This does not apply to custom-made products (except manufacturing defects), or if the sale was initiated at the buyer's explicit request.
---
Art. 5 – Price
Prices are fixed and inclusive unless stated otherwise. Additional charges may apply for changes in delivery or incorrect buyer information. VAT changes before delivery will adjust the total price.
---
Art. 6 – Delivery Term
Delivery dates are binding. If not specified, maximum delivery is 3 months. Delays allow either party to terminate the contract after formal notice. Storage costs after 1-month delay by buyer may apply (0.5%/month).
---
Art. 7 – Delays from Seller
If delivery is delayed due to force majeure and the seller notifies the buyer in time, temporary replacement or cancellation is possible.
---
Art. 8 – Permanent Inability to Deliver
If force majeure prevents permanent delivery, the sale is automatically canceled unless agreed otherwise.
---
Art. 9 – Purpose Conflict
The buyer may object to delivery delays if they conflict with the purpose or cause significant loss.
---
Art. 10 – Partial Delivery
Partial delivery is not mandatory unless requested by the buyer.
---
Art. 11 – Place and Method of Delivery
Delivery is made to the agreed address. Extra fees may apply beyond 50 km. Absence at the agreed time incurs a €75 redelivery fee. If not noted at order, **external lift costs** are the buyer’s responsibility.
---
Art. 12 – Product Compliance
The product must meet all agreed and advertised specifications. Natural variations in color or fabric behavior are not considered defects.
---
Art. 13 – Defect Remedies
The buyer may request repair or replacement. If impractical, a price reduction or contract termination applies. The seller **has the right not to deliver orders exceeding 100 km unless full payment is received in advance**, and will **not leave the delivery location without full payment**.
---
Art. 14 – Liability Period
Defects discovered within 6 months are presumed pre-existing. After 6 months up to 2 years, the buyer must prove the defect existed at delivery. Notification must occur within 2 months of discovery.
---
Art. 15 – Warranty
Mattresses are guaranteed for **10 years**. However, **user-caused damages** (e.g., fabric stains, tears, water/moisture damage, pests from poor hygiene) are **not covered**. Despite this, **ERM will seek the best possible solution for the customer**.
---
Art. 16 – Ownership
Ownership transfers at delivery. Risk remains with the seller until that point. Ownership may be withheld until full payment is completed.
---
Art. 17 – Payment Terms
Full payment is due at delivery unless otherwise stated. Late payments incur 1% monthly interest and a fixed 10% penalty (min €25) after 14 days of notice.
---
Art. 18 – Financing Conditions
If credit is required and not granted, the contract is void with proof provided within one month. Any deposit will be refunded under these terms.
---
Art. 19 – Breach by Buyer
If the buyer fails to comply, they must compensate proven damages to the seller.
---
Art. 20 – Advance Payment Guarantee
In case of seller’s bankruptcy before delivery, buyer can recover the deposit up to 15% of total order value.
---
Art. 21 – Order Confirmation & Deposit
No order is valid until **50% deposit** is received. Order confirmation serves only as a summary and is **not valid without deposit**.
---
Art. 22 – Online Orders: Zipper System & Shipping
For **online mattress orders exceeding 120cm in width**, products are manufactured in **two parts using a zipper system** to comply with courier restrictions (FedEx/DHL). Example: 180x200cm mattress = 2x 90x200cm. If the buyer selects incorrectly, admin will contact them before approval. If no response is given, the order will be **automatically produced and shipped in 2 parts**.
---
Art. 23 – Old Mattress Collection
The delivery person is **not obliged to collect old mattresses** unless it was paid for or explicitly agreed during order. In countries like Switzerland or orders beyond 100km, **return of old mattresses is not permitted due to customs or logistical restrictions.**
---
Art. 24 – Final Delivery Note for Couriers
If a mattress is delivered via **FedEx or similar courier**, delivery is **to the door only**. Carriers **do not enter rooms, install, or exchange old products** unless separately arranged and paid for.
We accept returns only for defective products caused by manufacturing faults.
All returns must be notified within 2 months after discovery, and within 6 months of delivery to qualify under warranty.
🛠️ Return shipping is free only for defective products.
Returns for non-defective, custom-made mattresses are not accepted.
