Refund policy

Boneyard Beds — Return & Refund Policy

At Boneyard Beds, every item is made to order in a limited production run. Please read this policy in full before placing your order.

14-day refund window

Refunds are available within 14 days of purchase only.

You may cancel your order and receive a full refund for any reason within 14 days of the date you place it. No explanation is required.

After 14 days your order has entered production and is made specifically for you. Orders cannot be cancelled or refunded after this point. Because our items are produced to order rather than picked from stock, we are unable to return a cancelled item to inventory once production has begun.

To cancel within your 14-day window, email sportsnugs2026@outlook.com with your order number and the word CANCEL in the subject line. We will confirm your cancellation and issue the refund to your original payment method.

Damaged or defective items

If your item arrives damaged, defective or broken, contact us within 14 days of delivery and we will arrange a replacement at no cost to you.

All damage claims must include:

1. your order number
2. clear photographs or video of the issue, including one image of the whole item
3. a brief written description of the problem
4. a photograph of the outer packaging as it arrived

Claims submitted without sufficient evidence will be declined. We may request additional images before approving a claim. Do not dispose of the item or its packaging until your claim has been resolved.

Your statutory rights

Nothing in this policy affects your statutory rights. If you are a consumer in the United Kingdom or the European Union, you have a legal right to cancel a distance purchase within 14 days of receiving it, and separate legal rights in respect of faulty goods. To exercise these rights, contact us at sportsnugs2026@outlook.com.

What is not covered

Outside the terms above, we do not offer refunds for:

• change of mind after the 14-day cancellation window has closed
• minor variations in colour, shade, texture or finish between product images and the item received
• minor variations in dimensions within normal manufacturing tolerance
• normal wear, damage caused by an animal, or damage caused by misuse, alteration or improper cleaning
• items washed or laundered contrary to the care instructions supplied
• delays in delivery within the timeframes set out in our Shipping Policy and Pre-Order Terms
• refusal or non-payment of customs duties or import charges
• parcels delivered to an incorrect address supplied by the customer at checkout
• claims where no valid proof is provided

For hygiene reasons we cannot accept the return of used items unless they are faulty.

Refund process

Approved refunds are issued to the original payment method only. We cannot refund to a different card, account or person.

Once approved, we process refunds within 5 business days. The time taken for funds to reach your account after that is determined by your bank or payment provider and is outside our control — typically 3–10 business days.

Contact us before disputing a charge

If there is a problem with your order, contact us first. We answer every email and we would rather resolve it directly. Raising a chargeback or payment dispute without contacting us prevents us from helping and delays any resolution by several weeks.

Where a payment dispute is raised, we will provide the payment provider with our complete order record, including your acceptance of our Pre-Order Terms at checkout, all correspondence, dispatch confirmation and carrier tracking data.

Our rights

We reserve the right to:

• decline any refund or replacement request that does not meet the conditions set out in this policy
• request further evidence before approving a claim
• offer a replacement, a partial refund or a full refund at our reasonable discretion
• decline repeated or duplicate claims where we reasonably believe a claim is not made in good faith
• amend this policy at any time; the version published at the time of your order is the version that applies to it

— Pre-Order Terms

Every item sold by Boneyard Beds is currently available on a pre-order basis. Please read this page in full before ordering.

What a pre-order means

Our products are made in limited production runs rather than held in a warehouse. When you place an order, you are reserving an item from an upcoming production run. Your item is not in stock at the time of ordering and will not ship immediately.

Payment

Payment is taken in full at the time you place your order. This is what reserves your item and funds its production. If you are not comfortable with payment being taken in advance of dispatch, please do not place an order.

Timeframes

These are estimates, not guarantees. Production and international transit are affected by factors outside our control including material supply, customs clearance, courier capacity and seasonal peak periods.

Outside limit. We will dispatch your order no later than 75 days from the date of purchase. If we are unable to dispatch within 75 days, you may cancel for a full refund at any time, and we will contact you to offer that option.

Your right to cancel before dispatch

You may cancel your pre-order within 14 days of purchase for a full refund.  Email sportsnugs2026@outlook.com with your order number and the word CANCEL in the subject line. We will confirm cancellation and issue the refund to your original payment method.

Once an order has been dispatched it can no longer be cancelled under this clause, and the Returns & Refunds Policy applies instead.

How we will keep you updated

We will email you:

• when your order is confirmed, restating your estimated dispatch window
• if production is delayed beyond our estimate, before the estimate expires
• when your order is dispatched, with a tracking number

If you have not heard from us and want an update, email us. We aim to respond to all pre-order enquiries within 2 business days.

Seasonal and dated occasions

We do not guarantee delivery in time for any specific date, holiday or occasion unless a cut-off date is explicitly stated on the product page at the time of your order. Where a cut-off date is stated, orders placed after it will not arrive in time and no delivery-date guarantee applies to them.

Acknowledgement

By completing checkout you confirm that you have read and understood these Pre-Order Terms, that you understand your item is not in stock, that payment will be taken in full immediately, and that you accept the estimated timeframes set out above.