Returns & Exchanges

We want you to be happy with your order. If you change your mind, you may return eligible items in line with the policy below.

This policy applies to orders delivered within the United Kingdom.

Your Right to Cancel

For online purchases, UK customers generally have the right to cancel their order within 14 days of receiving the goods, without giving a reason. After notifying us that you wish to cancel, you have a further 14 days to return the goods.

To cancel or return an order, please contact us by email:

info@bnapnest.co.uk

Please include:

Order number
Full name
Email address used for the order
Item(s) you wish to return
Reason for return, optional

Return Conditions

Returned items must be:

Unused
Unwashed
Clean
Undamaged
Complete
In original packaging where possible
In resaleable condition

For hygiene reasons, we may not be able to accept returns of bedding or textile items that have been used, washed, marked, damaged or removed from sealed hygiene packaging where this applies.

Non-Returnable Items

The following items may not be eligible for return unless faulty:

Used or washed bedding
Items damaged after delivery
Items with marks, stains, odours or signs of use
Items missing original packaging or parts
Personalised or made-to-order items, if applicable
Gift cards, if applicable

Return Postage

Unless the item is faulty, damaged or incorrect, customers are responsible for the cost of returning items.

We recommend using a tracked postal service and keeping proof of postage until your refund has been processed.

Refunds

Once your return is received and inspected, we will notify you about your refund.

Approved refunds will be issued to the original payment method.

Refunds are normally processed within 14 days of us receiving the returned goods or proof that the goods have been sent back.

If you paid for standard delivery, the standard delivery cost is normally refundable when you cancel your full order within the legal cancellation period. If you selected a more expensive delivery option, only the standard delivery amount is normally refundable.

Exchanges

If you would like to exchange an item, please contact us first.

Exchanges are subject to stock availability. If the item you want is unavailable, we may offer a refund or alternative option.

Faulty, Damaged or Incorrect Items

If your order arrives faulty, damaged or incorrect, please contact us as soon as possible with:

Order number
Description of the issue
Photos of the item
Photos of the packaging, if damaged

If the item is confirmed as faulty, damaged or incorrect, we will arrange an appropriate solution, such as a replacement, exchange or refund.

How to Start a Return

Please email:

info@bnapnest.co.uk

Subject line:

Return Request – Order #[your order number]

We will then provide return instructions.

Please do not send items back before contacting us, as this may delay your return.