We always aim to provide the highest quality products and service at Duvalay. If something isn’t quite right, we’re here to help. 

 

Damaged or Faulty Items

If you discover a fault or damage to your item upon delivery, please notify us within 30 days by emailing info@duvalay.co.uk. When reporting the issue, please include: 

  • A clear description of the fault or damage 
  • Photographs showing the issue 
  • Your order number 

 

We kindly ask that you do not use the item once a fault has been identified and keep it in the best possible condition, ideally in its original packaging. 

If a return is approved, we will refund the full purchase price via your original payment method, including any standard delivery charges (if the entire order is returned). 

 

Unwanted or Incorrectly Ordered Items 

Changed your mind? No problem – simply let us know within 14 days of receiving your order. 

Returns for unwanted or incorrectly ordered items are at the customer’s cost and must meet the following conditions: 

  • Items must be unused and in their original packaging (or equivalent protective packaging) 
  • A copy of your proof of purchase must be enclosed 
  • Include the reason for return and your contact details 

 

Once received and inspected, we’ll issue your refund promptly. 

Please note: We’re unable to accept returns or issue refunds for bespoke or custom-made items, unless the product is faulty and a collection has been arranged. 

 

Cancellations

If you wish to cancel your order before it has been dispatched, we will provide a full refund – no questions asked. 

For custom-made items, cancellations can only be accepted before production begins. Once the item is in production, we are unable to cancel or refund the order, due to its bespoke nature. 

 

Custom-Made Products 

Once your custom order is confirmed, we will send a drawing for approval. While this will usually be based on your vehicle’s make and model, it is not always possible so, it is your responsibility to: 

  • Check all measurements carefully against your bed area 
  • Let us know if anything looks incorrect so that we can amend the drawing before production 

For rectangular beds, a drawing will not be issued, but we still require size confirmation before proceeding. 

Once you approve the final drawing, the item is non-refundable and cannot be changed after production begins. 

If you believe your custom item has been made incorrectly (outside our 1.5cm manufacturing tolerance), please send images showing the discrepancy alongside the approved drawing to info@duvalay.co.uk and our team will investigate. 

 

Easysleep Mattress Range – 100 Night Trial

We want you to love your mattress, which is why our Easysleep range includes a 100 Night Comfort Guarantee. 

If after a minimum of 28 nights you feel your mattress isn’t quite right, we’ll offer a one-time exchange for another Easysleep model of your choice. 

Terms & Conditions: 

  • This offer only applies to Easysleep mattresses purchased directly through the Duvalay website 
  • It covers comfort only – not size (height, width, length) 
  • If you choose a higher-priced model, you’ll need to pay the difference (no refund will be given if the exchange product chosen is a lower price).
  • The mattress must be undamaged and unmarked 
  • We must be notified within 100 days of delivery 
  • A small administration fee will apply to cover delivery and collection 
  • Only one exchange per purchase is permitted 

This guarantee does not affect your statutory rights. 

For any questions, please contact our friendly team on 01924 600757.