Terms of service

TERMS AND CONDITIONS OF SALE AND SITE USE

1. STATUTORY INFORMATION AND INTRODUCTION

1.1 This website is operated by MPG Enterprises Ltd, trading as Devon Bed Centre & Christies Furniture (hereinafter referred to as "the Company," "we," "us," or "our"). The Company is registered in England and Wales under company registration number 05278523. Our registered office address is c/o MPG Enterprises, Francis Clark, Sigma House, Oak View Close, Edginswell Lane, Torquay, Devon, TQ2 7FF. Our principal trading showroom and retail facility is situated at Unit 5, Grace Road West, Marsh Barton, Exeter, Devon, EX2 8PU. Our registered Value Added Tax (VAT) number is 7877 496 447.

1.2 These terms and conditions set out the legal terms upon which we supply any of the goods ("Products") listed on our website to you ("the Customer," "you," or "your").

1.3 Please read these terms and conditions carefully and ensure that you fully comprehend their contents before finalizing and placing any orders from our site. By clicking the order submission button, or by placing an order via telephone or email, you explicitly agree to be legally bound by these terms and conditions. If you do not accept or cannot agree to be bound by these terms and conditions, you will not be authorized to order Products from our website.

1.4 If you require clarification regarding any clause or Provision contained within these terms, please contact our administrative team via telephone on 01392 255906 or via written correspondence prior to placing an order. These terms and conditions do not affect, restrict, or otherwise diminish your statutory rights under prevailing United Kingdom consumer protection legislation.

2. FORMATION OF CONTRACT AND ORDER DECLINATION

2.1 All advertising, promotions, and product listings displayed on our website constitute an "invitation to treat" and do not form a binding contractual offer on the part of the Company. A legally binding contract between you and the Company will only be formed when we have explicitly accepted your order by transmitting a formal Order Confirmation email to the address provided by you during the checkout process.

2.2 All Products advertised by the Company are subject to availability, manufacturing capacity, and raw material supply. At any point up until the contract is explicitly formed, we reserve the absolute right to decline to supply any Product to you for any reason whatsoever.

2.3 Reasons for non-acceptance or declination of an order may include, but are not limited to: the identification of a pricing error; the identification of a material description error; the unavailability of stock; the inability to obtain authorized payment; or the identification of a delivery restriction affecting your geographical location.

2.4 In the event that we decline to supply a Product to you after you have already processed payment, we will initiate a full refund of any and all monies paid for that specific Product. This refund will be processed in accordance with our return and refund policy outlined in Section 5, using the original method of payment. We shall

have no further liability to you in respect of orders that are declined or cancelled prior to contract formation.

3. PRICING, DESCRIPTION, AND PRODUCT ACCURACY

3.1 The prices of the Products will be as quoted on our site from time to time, except in cases of obvious error. Product prices are inclusive of Value Added Tax (VAT) at the prevailing rate applicable in the United Kingdom. If the rate of VAT changes between your order date and the date we supply the Product, we will adjust the rate of VAT that you pay, unless you have already paid for the Product in full before the change in the rate of VAT takes effect.

3.2 While we make every attempt to ensure pricing accuracy, our website contains a large volume of Products, and it is always possible that, despite our best efforts, some Products may be incorrectly priced. If, by mistake, we have underpriced a Product, we will not be liable to supply that Product to you at the incorrectly stated lower price, provided that we notify you of the error before we dispatch the item. In these circumstances, we reserve the right to cancel your order. Upon cancellation, a full refund of any amount paid will be issued.

3.3 Any typographical, clerical, or other inadvertent error or omission on the website, or in any quotation, order acceptance, invoice, email correspondence, or corporate literature issued by the Company shall be subject to amendment and correction without any liability on the part of the Company at whatever time and whenever such correction becomes necessary.

3.4 Whilst the Company endeavours to ensure that the visual and textual descriptions on the website are accurate at all times, all drawings, technical specifications, photographs, colour swatches, weights, dimensions, and information detailed on our site or in company literature are approximate guidelines only. They are intended solely to provide a general illustration of the Products and do not form part of the contract of sale. The Company shall not be held responsible for minor variations in colour, texture, or finish, nor shall it have any liability in respect thereof.

3.5 Visual representations of Products frequently include optional accessories or decorative items. For example, where a divan bed or bed frame is photographed featuring headboards, storage drawers, bedding, pillows, lamps, or bedside tables, these components are for illustrative purposes only. Unless explicitly specified in the product description text as included, these items are excluded from the base price and may be purchased separately at an additional cost.

3.6 Certain mattresses feature a suggested or indicative comfort or firmness rating (e.g., Soft, Medium, Firm, Extra Firm). These ratings are provided as a helpful guide and are recommended directly by the manufacturer or supplier. You explicitly acknowledge that mattress firmness levels are entirely subjective and vary according to an individual's physical stature, weight, sleeping position, and personal preference. The Company cannot guarantee that a mattress will match your subjective comfort expectation, and a mismatch in expected firmness does not constitute a product defect.

4. DELIVERY CONDITIONS, TIMESCALES, AND LOGISTICS

4.1 The Company will make every reasonable effort to deliver the Products within any estimated timescales or lead times quoted on the website or in correspondence. However, delivery timescales are approximate guidelines only and do not constitute a contractually binding deadline. Time of delivery shall not be of the essence of the contract.

4.2 Delays in delivery are occasionally inevitable due to unforeseen, external, and unpredictable factors beyond our direct control. Such factors include, but are not limited to: adverse weather conditions, vehicular breakdowns, road traffic congestion, logistical disruptions, industrial action, global shipping delays, raw material shortages, or production delays at the factory level.

4.3 Subject to the limitations allowed by law, the Company shall be under no liability for any direct, indirect, economic, or consequential loss, damage, costs, or expenses suffered or incurred by the Customer arising out of any delay or failure to deliver the Products within estimated timelines.

4.4 Pursuant to the Consumer Rights Act 2015, if we fail to deliver the goods within 30 days of the contract formation, or within another specific extended timeframe expressly agreed between both parties, you retain the statutory right to treat the contract as at an end and request a full refund, except where the delay is caused by your failure to accept delivery or provide adequate access instructions.

5. PREPARING FOR FURNITURE DELIVERY AND ACCESS PROVISIONS

5.1 It is the sole and absolute responsibility of the Customer to ensure that there is adequate, safe, and unhindered access to the property and the specific room of choice at the designated point of delivery.

5.2 To prevent delivery failures, the Customer is strictly required to undertake the following preparatory steps prior to ordering and prior to the arrival of the delivery transit vehicle:

5.2.1 Accurately measure the height, width, turning circles, and clearance angles of all hallways, staircases, doorways, internal corners, and entry points.

5.2.2 Carefully verify the external dimensions of the ordered furniture items to guarantee they can physically pass through all access routes without obstruction.

5.2.3 Check external access restrictions, including low bridges, narrow lanes, gate posts, parking restrictions, or pedestrianised zones that could prevent a large delivery vehicle from reaching the property.

5.2.4 Ensure that all pathways, hallways, and rooms are entirely clear of obstructions, fragile items, picture frames, and loose rugs to facilitate a safe delivery environment.

5.3 If it proves physically impossible to deliver the ordered items to the property or the room of choice due to a lack of sufficient access space, structural restrictions, or safety hazards, our delivery team will cease the attempt. We will subsequently discuss the matter with you to explore potential alternative logistics solutions on an individual basis.

5.4 Please note that the Company is under no legal obligation to cancel the contract or absorb the financial loss if adequate access is unavailable due to a failure of measurement by the Customer. If, as a matter of goodwill, we authorize the cancellation of the order due to access failure, we reserve the explicit right to apply a reasonable restocking and administrative charge. This charge will be deducted from your final refund to cover the real costs incurred in transporting, handling, and returning the items back into commercial stock.

6. CANCELLATION, DISTANCE SELLING RIGHTS, AND RETURNS

6.1 In accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, where you have purchased Products online, via telephone, or otherwise at a distance (and have not physically inspected the items at our showroom prior to contract formation), you possess a statutory right to cancel your contract without giving any reason.

6.2 The statutory cancellation period expires exactly 14 days after the calendar day on which you, or a third party indicated by you (other than the carrier), takes physical possession of the final item of your ordered goods.

6.3 To exercise your right to cancel, you must inform us of your decision to cancel this contract by a clear, unambiguous written statement. This notice must be sent via First Class post to our Marsh Barton showroom address, or submitted via email to our designated customer service address prior to the expiry of the 14-day cancellation window. Telephone notifications shall not be deemed sufficient notice of cancellation.

6.4 If you cancel your contract under the provisions of distance selling regulations, we will reimburse to you all payments received from you in relation to the cancelled items, including the standard outward costs of delivery. Please note that if you selected a premium delivery service (for example, a specific timed delivery, Saturday delivery, or an express installation service), we are only legally required to refund the cost of our standard, basic outward delivery option.

6.5 The direct financial cost and logistical responsibility of returning any cancelled items to our warehouse shall remain entirely with the Customer. Items must be returned without undue delay and in any event no later than 14 days from the day on which you communicate your cancellation of the contract to us.

6.6 All Products must be returned in their original packaging, unopened, unused, un-assembled, and in a pristine, resaleable condition. Under Section 34(9) of the Consumer Contracts Regulations 2013, you are liable for any diminished value of the goods resulting from the handling of the goods beyond what is necessary to establish their nature, characteristics, and functioning. If the items are returned damaged, soiled, or altered, a deduction will be made from your refund up to the full contractual value of the items.

6.7 For heavy, bulky, or complex furniture items that require specialized logistics and a two-man uplift team, you may request that the Company arrange the collection on your behalf. In such circumstances, you will be required to pay an uplift charge. You explicitly acknowledge that this uplift and collection charge may be significantly higher than the original delivery charge paid, as our initial outward delivery rates are heavily subsidized by the Company.

6.8 After the returned goods have been physically received at our returns depot, they will undergo a thorough inspection by our quality assurance department to deem whether they are in a suitable condition. Once approved, your refund will be processed within 14 days of receipt of the goods (or within 14 days of you providing verifiable proof of posting). The refund will be issued exclusively to the same credit card, debit card, or PayPal account originally utilized to execute the purchase.

7. EXCEPTIONS TO THE RIGHT TO CANCEL (HYGIENE AND BESPOKE GOODS)

7.1 Pursuant to Regulation 28(1)(b) and 28(3) of the Consumer Contracts Regulations 2013, the statutory right to cancel a distance contract does not apply to certain categories of goods due to health protection, hygiene, or personalization factors.

7.2 Hygiene Exclusions: For strict reasons of public health, safety, and personal hygiene, the Company cannot accept the return or cancellation of certain items—including but not limited to mattresses, mattress toppers, divan bases, pillows, and bedding accessories—if the protective, sealed plastic packaging surrounding the Product has been opened, unsealed, broken, or tampered with after delivery. A mattress or pillow that has been unsealed and slept upon cannot be resold and is entirely exempt from cancellation rights unless it is verified as structurally faulty.

7.3 Bespoke and Made-to-Measure Exclusions: The right to cancel does not apply to Products that are made to the consumer’s specifications or are clearly personalized. You are hereby explicitly notified that the substantial majority of the furniture, bed frames, headboards, and divans sold by the Company are bespoke, handmade-to-order, and customized to your chosen specifications (including custom dimensions, non-standard comfort profiles, and specific fabric or colour options chosen from a selection), unless the item is explicitly, clearly, and unambiguously marked on our website or invoice as a "Stock Item."

7.4 Once production or material procurement has commenced for a bespoke, made-to-measure, or specially ordered item, it is highly unlikely that the Company will be able to resell the item to another consumer within a reasonable timeframe or at the full retail price. Consequently, we reserve the right to reject cancellations for bespoke items entirely, or alternatively, if we permit a cancellation under exceptional circumstances, we reserve the right to deduct a substantial cancellation fee from any refund to cover the non-recoverable costs incurred by the business.

8. COMMERCIAL PROTECTION: 6-YR MANUFACTURER’S & 10-YR STAIN GUARANTEE

8.1 For Products explicitly categorized as bed or mattress sales, the Company provides a specific extended commercial protection package. The full terms, conditions, operational rules, and exclusions governing this policy are set forth verbatim below:

8.2 All beds and mattresses come with our extensive guarantee as standard, providing complete long-term protection and peace of mind.

8.3 Investing in a great mattress and / or bed base means investing in long-term peace of mind. We are so confident in every product we hand-select that we back your purchase with a dual-layered protection plan designed to keep your bed pristine and supportive for years to come.

8.4 To give you complete confidence, every mattress order automatically includes a complimentary, high-performance Staingard Mattress Protector. By combining our 6-Year Manufacturer’s Guarantee with Staingard's advanced 10-year stain-defence technology, we ensure your sleep system is structurally protected, and your mattress is completely protected against unexpected accidents for a full decade.

8.5 The Full Terms and Conditions
This protection package consists of two distinct parts: our voluntary 6-Year Store Manufacturer’s Guarantee and your bundled 10-Year Staingard Protection Plan. Please review the full requirements below.

8.5.1. What is Covered

Our 6-Year Promise (Years 1–6): We want your bed to stay as supportive as day one. We fully cover broken or collapsed springs, frame warping, or structural seam failures under normal use. This covers both the mattress and the bed base, including any visible sagging or deep mattress indentations greater than 2.5cm (1 inch) not caused by an incorrect setup.

Our 10-Year Stain Promise (Years 1–10): Life happens, and we have you covered. Your Staingard protection plan completely handles sudden, accidental spills from everyday foods, drinks, cosmetics, inks, and household acids that manage to penetrate the protector and mark the mattress fabric.

Stain Guarantee Mattress Exclusivity: Please note that while the 6-Year Manufacturer's Guarantee covers both the bed base and the mattress, the 10-Year Stain Promise covers the mattress only. This stain protection does not extend to the bed base, divan, headboard, or any associated bed frame.

8.5.2. The Golden Rule: The Protector Must Be Used
To keep your mattress looking and feeling brand new, the provided Staingard Mattress Protector must be fitted from day one. Far from a basic cover, this luxurious, ultra-comfortable protector is fully washable and highly breathable,

offering advanced anti-allergen and dust mite protection. Your 10-year stain warranty remains fully active as long as this premium protector is on the bed at the time of an accident.

8.5.3. Fair Exclusions (What is Not Covered)
While we aim to be as generous as possible, we do have a few fair exclusions to keep our prices competitive for everyone:

The Mattress Settling In: Just like a new pair of premium shoes, your mattress will naturally soften and the internal comfort layers will settle slightly as they contour to your body shape. This is completely normal and means your mattress is doing its job.

Changes in Comfort Taste: Your sleep health is vital, but we cannot accept claims if your personal firmness preferences change over time, or if the mattress simply feels too hard or soft down the line.

Gradual Everyday Aging: Our stain plan is built for sudden accidents, so it does not cover the slow, gradual build-up of daily dust, perspiration marks, or body oils that naturally accumulate over years of use.

Accidental Damage and Misuse: To protect the structural integrity of your bed, we cannot cover accidental rips, cuts, burns, or structural issues caused by jumping on the bed or from general miss-use, overloading it, or pet damage.

Neglect and Hygiene: For the safety of our delivery teams, we cannot process claims for mattresses or bases that have developed severe hygiene issues, dampness, or mould due to poor room ventilation or neglect.

Stain Exclusions for Bed Bases: The stain guarantee strictly excludes any marks, spills, or accidental damage caused to the bed base, divan base, drawers, or headboard fabric. Only the mattress itself is covered for stains.

8.5.4. Hassle-Free Claims Validation & Verification
We believe making a claim should be straightforward. Depending on when an issue arises, we use a simple verification process:

Your First 6 Months: If any manufacturing fault develops within the first six months, we will arrange a direct repair or replacement as soon as we receive your completed claim form.

Years 1 to 10 Support: For claims made after the first six months, the verification rests on the claimant. To help us fix the issue quickly, simply provide clear photographic evidence of the problem (such as using a straight-edge ruler to show dipping or structural base faults) alongside your claim form.

Independent Advice: We want to be completely fair, so we reserve the right to request an independent inspection report or a professional assessment before replacing an item.

Stain Reporting: To make sure stains do not set permanently, please report any accidental spills directly to the Staingard claims team within 14 days of the accident occurring. Please note that because our automated notification systems do not accept direct incoming text replies or automated hyperlink submissions, claims must be registered via Staingard’s official telephone helpline or their online claims portal

as detailed in your policy welcome pack.

8.5.5. Delivery and Collection Fees for Replacements

First 6 Months: If a replacement or repair is approved within your first six months, we will happily cover all collection and redelivery transport costs.

After 6 Months (Years 1 to 10): All claims serviced under this voluntary commercial guarantee are subject to our standard transportation and collection fee to cover essential logistics costs.

8.5.6. How Your Guarantees Work Together

A Partnership for Your Peace of Mind: Your 6-Year Manufacturer’s Guarantee is managed directly by our team. The 10-Year Stain Promise is an extended service provided and fulfilled directly by the experts at Staingard.

Our Role and Liability: We are delighted to supply you with this complimentary protection kit to keep your bed looking beautiful. Because the stain policy is a dedicated agreement between yourself and Staingard, any claims, resolutions, or policy details are handled directly by them, meaning our store cannot accept liability for stain-related assessments or decisions.

9. VALUE ASSURANCE: OUR LOWEST PRICE GUARANTEE

9.1 The Company strives to offer competitive retail pricing across its physical and digital operations. The specific terms, administrative rules, and qualification criteria governing our price match program are set forth verbatim below:

9.2 We love offering you the absolute best value on our beautiful, high-quality bedroom furniture as well as our beds and mattresses. If you happen to spot the exact same item for a lower price at another retailer, please let us know! We will gladly review it and, wherever possible, match that price. This way, you get the best deal around while still supporting a local independent business.

9.3 How It Works
To help us match a price for you, the competitor's offer just needs to tick a few standard boxes:

9.3.1 Available Right Now: The item must be brand new, in stock, and ready for immediate delivery with the same arrival timeframe. We are unable to match a bed we have in stock against a competitor's backordered or delayed stock.

9.3.2 Completely Identical: The item needs to be the exact same brand, model, size, fabric, colour, and specification. Because of this, we can't match against ex-display clearance items, liquidation stock, or closing-down sales.

9.3.3 Genuine Retailers: The competitor must be an authorized UK retailer selling directly to the public. This means we cannot match prices found on auction websites or third-party online marketplaces.

9.3.4 The Total Cost: When we compare prices, we look at the full final cost. This includes any delivery, assembly, or extra hidden charges the other store adds at checkout.

9.3.5 Standard Pricing Only: To keep things fair, we can't match membership-only prices, club loyalty rewards, promotional vouchers, bundle packages, or special first-time customer discounts.

9.3.6 Payment Methods: The payment options and finance terms offered by the other retailer must be comparable to the terms we offer you.

9.4 Our friendly team will just do a quick, simple check to verify the details before locking in your discount. To get your savings applied, please reach out to us to arrange your price match prior to completing your order or delivery, as we are unfortunately unable to adjust prices or issue refunds retrospectively once an order has been finalized and processed.