Complaints Procedure

DBZBEDS LTD

(Trading as DBZBEDS)

At DBZBEDS LTD, we are committed to providing excellent products and customer service. We value all customer feedback and take every complaint seriously. Our aim is to resolve complaints fairly, promptly, and professionally.

Step 1 – Contact Us

If you are unhappy with any aspect of our products or services, please contact our Customer Service Team as soon as possible with the following information:

• Your order number.
• Your full name and contact details.
• A clear description of your complaint.
• Photographs or videos where applicable.
• Any relevant supporting information.

Providing as much information as possible will help us investigate your complaint efficiently.

Step 2 – Acknowledgement

Once we receive your complaint, we will acknowledge receipt within 7 working days.

If further information is required, we will contact you during this period.

Step 3 – Investigation

Your complaint will be reviewed by a member of our Customer Relations Team. This may include:

• Reviewing your order history.
• Reviewing delivery records.
• Examining photographs or videos provided.
• Reviewing correspondence between both parties.
• Liaising with our warehouse, manufacturer, or courier where necessary.
• Assessing the complaint against our Terms and Conditions and any applicable marketplace policies (where the purchase was made).

Where appropriate, we may request additional evidence before reaching a decision.

Step 4 – Outcome

We aim to provide a full written response within 7–14 working days.

Depending on the findings, we may:

• Provide an explanation.
• Offer technical advice or troubleshooting.
• Arrange replacement parts where appropriate.
• Offer a repair.
• Arrange a replacement product.
• Offer a partial or full refund where applicable.
• Decline the complaint where the evidence does not support the claim or where the complaint falls outside our policy.

Product Inspections

In some circumstances, we may require:

• Additional photographs or videos.
• An independent inspection.
• Collection of the product for assessment.

No refund or replacement can be authorised until the inspection has been completed where one is required.

Delivery Complaints

Delivery-related complaints should be reported as soon as reasonably possible after delivery.

If damage is discovered upon arrival, customers should retain all packaging where possible and provide photographs before using the product.

Mattress Comfort

Mattress comfort is subjective and may vary from person to person.

New mattresses require an adjustment period and may soften or settle with normal use. Customers should follow all care instructions provided, including rotating the mattress where recommended.

Abuse of the Complaints Process

We are committed to treating all customers with respect and expect the same in return.

We reserve the right to limit communication where customers:

• Use abusive, threatening, discriminatory, or offensive language.
• Submit knowingly false or misleading information.
• Make repeated complaints that have already been fully investigated and responded to.
• Attempt to misuse marketplace policies or submit fraudulent claims.

Where appropriate, such matters may be reported to the relevant marketplace or authority.

Escalating Your Complaint

If you remain dissatisfied after receiving our final response, you may escalate your complaint through the marketplace on which your purchase was made (where applicable), your payment provider, or any other appropriate dispute resolution process available to you.

Continuous Improvement

All complaints are recorded and reviewed regularly to help us improve our products, services, delivery processes, and customer experience.

DBZBEDS LTD is committed to resolving complaints fairly, consistently, and in accordance with UK consumer legislation.