Refund policy

Bamboo Haven

Returns & Refund Policy

Hassle-Free Returns on Premium Bamboo Bedding

Last Updated: April 2026  |  Effective Date: April 2026

At Bamboo Haven, we stand behind every product we sell. Our 100% bamboo viscose bedding is OEKO-TEX® Standard 100 certified, crafted to the highest standards, and designed to transform the way you sleep. If for any reason you are not completely satisfied with your order, we want to make the returns and refund process as straightforward as possible.

This Returns & Refund Policy is written in accordance with your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Nothing in this policy affects your legal rights.

 

 

Quick Reference: Returns at a Glance

Returns Window: 14 days from delivery (statutory right); 30 days for faulty or damaged items

Condition Required: Unused, unwashed, and in original packaging (hygiene exception applies)

Return Postage: Customer’s responsibility, except for faulty or incorrectly sent items

Refund Timeframe: Within 14 days of receiving your returned item

Refund Method: Returned to your original payment method

How to Start a Return: Email info@bamboohaven with your order number

 

1. Your Right to Cancel

As a UK-based online retailer, Bamboo Haven fully respects your right to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

You have the right to cancel your order within 14 calendar days of receiving your bamboo bedding, without providing a reason. This is your statutory cancellation right, also known as your ‘cooling-off period’.

1.1 How to Exercise Your Right to Cancel

To cancel your order, you must notify us in writing before the 14-day cancellation window expires. Please contact us at:

Email: info@bamboohaven.co.uk

Subject Line: Order Cancellation — [Your Order Number]

 

Your cancellation is effective from the date you send your notification, not the date we respond. We recommend using email so you have a written record of the date of cancellation.

1.2 Returning Your Item After Cancellation

Once you have notified us of your cancellation, you must return the item(s) to us within 14 days. Items must be:

•        Unused and unwashed

•        In their original condition, free from odours, stains, or signs of use

•        Returned in original packaging wherever possible

 

You are responsible for the cost of return postage unless the item is faulty or was sent incorrectly (see Section 4). We strongly recommend using a tracked delivery service, as we are unable to accept responsibility for items lost or damaged in transit on their way back to us.

 

2. The Hygiene Exception: Unsealed Bedding

For health and hygiene protection reasons, we are unable to accept returns of bamboo bedding items that have been removed from their sealed packaging and used, unless those items are faulty.

This is a lawful exception under Regulation 28(1)(b) of the Consumer Contracts Regulations 2013, which permits retailers to exclude the right of return for goods that are sealed for hygiene or health protection reasons and have been unsealed after delivery.

 

We ask that you inspect your Bamboo Haven order carefully before opening sealed packaging. If you have any questions about sizing, colour, or product specifications before unsealing your items, please contact us at info@bamboohaven.co.uk and we will be happy to assist.

 

3. How to Return an Item

If you wish to return an eligible item within the 14-day cancellation window, please follow these steps:

 

1.      Email info@bamboohaven.co.uk with your order number, the item(s) you wish to return, and the reason for your return. This step is required before sending anything back to us.

2.     We will reply within 2 working days with return instructions and our returns address.

3.     Pack the item securely in its original packaging where possible. Include a note inside the parcel with your name and order number.

4.     Send the item using a tracked postal or courier service. Keep your proof of postage until your refund has been confirmed.

5.     Once we receive and inspect the item, we will process your refund within 14 days.

 

Please do not send returns to us without first contacting us. Items returned without prior authorisation may cause delays in processing your refund.

 

4. Faulty, Damaged, or Incorrect Items

If you receive a bamboo bedding item that is faulty, damaged on arrival, or different from what you ordered, your rights under the Consumer Rights Act 2015 apply. You are entitled to one of the following remedies:

•        A full refund

•        A free replacement of the same item

•        A repair (where appropriate and practical)

 

4.1 Reporting a Fault or Damage

Please notify us within 30 days of delivery if you believe your item is faulty, damaged, or incorrect. To report an issue:

Email: info@bamboohaven.co.uk

Subject Line: Faulty Item — [Your Order Number]

 

Please include the following in your email:

•        Your order number

•        A description of the fault or damage

•        Clear photographs showing the issue

 

We will review your report and respond within 2 working days with instructions for a return, replacement, or refund as appropriate.

4.2 Return Postage for Faulty Items

Where an item is confirmed as faulty, damaged on arrival, or incorrectly sent, Bamboo Haven will cover the full cost of return postage. We will either provide a prepaid return label or reimburse your reasonable return postage costs upon receipt of proof of postage.

4.3 Items That Develop a Fault After 30 Days

If a fault develops after 30 days but within 6 months of delivery, we will repair or replace the item at our discretion. If repair or replacement is not possible, we will issue a full or partial refund. After 6 months, you may be asked to demonstrate that the fault was present at the time of delivery.

Our bamboo bedding products are covered by the statutory two-year guarantee under the Consumer Rights Act 2015 for manufacturing defects. This guarantee does not cover normal wear and tear, damage caused by improper washing, or damage resulting from misuse.

 

5. Refunds

5.1 When Will I Receive My Refund?

Once we have received and inspected your returned item, we will process your refund within 14 calendar days. You will receive a confirmation email when your refund has been issued.

5.2 How Will I Be Refunded?

Refunds are always issued to your original payment method. Depending on your bank or payment provider, it may take an additional 3–5 working days for the funds to appear in your account after we have processed the refund.

5.3 What Will Be Refunded?

For standard returns within the 14-day cancellation window:

•        The full purchase price of the returned item(s)

•        Standard outbound delivery charges (the cheapest standard delivery option we offer)

 

Please note: if you selected a premium or express delivery option at checkout, we are not required to refund the difference between your chosen delivery cost and our standard delivery rate.

Return postage costs are not refunded for standard returns, unless the item was faulty or incorrectly sent.

5.4 Partial Refunds

A partial refund may be issued in certain circumstances, including where an item is returned in a condition that indicates it has been used or where only part of a set or bundle is returned. We will always communicate with you before issuing a partial refund.

5.5 Refunds on Discounted or Sale Items

Items purchased at a discounted price during a sale or promotional period will be refunded at the price paid at the time of purchase, not the full retail price.

 

6. Exchanges

We are happy to exchange eligible bamboo bedding items for a different size or colour from our 10-colour range.

To request an exchange, please contact us at hello@bamboohaven.co.uk within 14 days of receiving your order. Exchanges are subject to the same condition requirements as standard returns (see Section 3) and the hygiene exception (see Section 2).

As exchanges involve a new order being created, we recommend requesting a refund and placing a new order to ensure the fastest possible turnaround, particularly during busy periods.

 

7. Items That Cannot Be Returned

The following items are not eligible for return or refund, except where they are faulty:

•        Bamboo bedding items that have been removed from sealed packaging and used or washed

•        Items returned after the 14-day cancellation window has expired (unless faulty)

•        Items that have been personalised or made to order at your specification

•        Gift cards or vouchers

•        Items returned in an unsatisfactory condition — for example, with stains, damage, or missing packaging — that cannot reasonably be resold

 

If you are unsure whether your item is eligible for return, please contact us before sending anything back.

 

8. Returns on Gifted Items

If you received Bamboo Haven bedding as a gift and it is not suitable, please contact us at hello@bamboohaven.co.uk. We will do our best to assist you, subject to the item being in its original, unused, and sealed condition.

Please note: refunds can only be issued to the original payment method used for the purchase. If you would prefer an exchange or store credit, we will consider this on a case-by-case basis.

 

9. Order Issues and Delivery Problems

9.1 Missing Orders

If your bamboo bedding order has not arrived within the estimated delivery window, please contact us at info@bamboohaven.co.uk with your order number. We will investigate with our delivery partner and respond within 3 working days.

9.2 Damaged in Transit

If your order arrives visibly damaged, please photograph the outer packaging and the item before use and contact us within 48 hours of delivery. We will arrange a replacement or refund promptly.

9.3 Incomplete Orders

If part of your order is missing, please check your dispatch confirmation email as some items may be shipped separately. If your order is confirmed as incomplete, contact us at hello@bamboohaven.co.uk and we will resolve this as quickly as possible.

 

10. Our Quality Promise and OEKO-TEX® Certification

Every Bamboo Haven product is manufactured to the highest quality standards. Our entire bamboo bedding range — from 300 thread count duvet covers and deep fitted sheets to XL pillowcases, duvets, and pillows — carries OEKO-TEX® Standard 100 certification. This means every component has been independently tested and verified to be free from harmful substances.

We are confident in the quality of our products and believe that most customers who experience our bamboo viscose bedding will not want to return it. However, if your item does not meet our published quality standards, we will always make it right.

 

11. Your Statutory Rights

This Returns & Refund Policy is provided in addition to — and does not affect — your statutory rights as a consumer under UK law. Your key statutory rights include:

•        The right to cancel your order within 14 days of delivery under the Consumer Contracts Regulations 2013

•        The right to receive goods that are of satisfactory quality, fit for purpose, and as described under the Consumer Rights Act 2015

•        The right to a repair, replacement, or refund if goods do not conform to contract

•        Protection under the Consumer Protection from Unfair Trading Regulations 2008

 

If you are unsure of your rights or feel we have not handled your return appropriately, you can seek advice from Citizens Advice (www.citizensadvice.org.uk) or contact the Consumer Rights helpline on 0808 223 1133.

 

12. Contact Us

Our customer care team is here to make your returns experience as smooth as possible. Whether you have a question about your order, need help choosing the right size or colour, or want to arrange a return, please get in touch:

Email: info@bamboohaven.co.uk

Response Time: Within 2 working days

Website: www.bamboohaven.co.uk/returns

 

We are committed to resolving every query fairly and promptly. We believe that a straightforward, transparent returns process is just as important as the quality of the bamboo bedding itself.

 

Bamboo Haven — Premium Bamboo Bedding, Responsibly Made

OEKO-TEX® Standard 100 Certified  |  100% Bamboo Viscose  |  300 Thread Count

www.bamboohaven.co.uk