Terms and Conditions

These terms apply when you buy from shloff.com or our Prestwich showroom as a consumer.

Last updated: July 2026

1. Who we are

Shloff is a trading name of Shloff Retail Ltd, a company registered in England and Wales under company number [Company number]. Our registered office and showroom is at Unit 1, 130 Bury New Road, Prestwich, Manchester, M25 0AA.

You can contact us by email at info@shloff.com or by phone on 0161 399 2707.

2. These terms

These terms explain how we sell our beds and related products to you, what you can expect from us, and what we ask of you. Please read them before placing an order. By placing an order you agree to these terms.

If you are buying on behalf of a business, our Trade Terms apply instead. Contact us for a copy.

3. Your Shloff bed is made for you

Every Shloff bed is handcrafted to your specification in Britain. When you place an order, you choose the model, size, fabric and finish, and we make your bed to that exact design. Because your bed is made to your personal specification, it counts as a bespoke, made-to-order product under UK consumer law. This affects your cancellation rights, which we explain in section 8.

4. Placing an order

Your order becomes a binding contract when we send you our order confirmation by email. Until that point, we may decline an order, for example where a fabric has been discontinued or a pricing error has occurred. If we decline your order after payment, we will refund you in full.

Please check your order confirmation carefully. It sets out the exact specification we will make. If anything looks wrong, contact us within 48 hours and we will put it right before production begins.

5. Products and materials

Images on our website and in our showroom are a guide to how your bed will look. Natural materials vary. Timber grain, fabric weave and dye batches each carry their own character, and small variations between the product you receive and the images you have seen are a normal part of a handcrafted product.

We may make minor changes to a product specification where required to meet safety or regulatory standards. Any such change will leave the quality and appearance of your bed unaffected in any material way.

6. Price and payment

All prices shown on shloff.com include VAT at the current rate. Delivery to mainland UK is included in the price unless stated otherwise at checkout.

Payment is taken in full at the point of order. We accept major debit and credit cards. Consumer finance may be available at checkout through our finance partner, subject to status and their own terms.

Discount and referral codes apply only where entered at checkout, and one code may be used per order.

If we discover an obvious pricing error before delivery, we will contact you to confirm whether you wish to proceed at the correct price or cancel with a full refund.

7. Delivery

We deliver to mainland UK addresses. Because your bed is made to order, we estimate delivery within [4 to 8 weeks] of your order confirmation. We will keep you updated and agree a delivery date with you once your bed is ready.

Please make sure the delivery team can access your room of choice. Measure doorways, staircases and landings before ordering. If delivery fails because access was unsuitable or nobody was available on the agreed date, we may charge a reasonable re-delivery fee.

Your bed becomes your responsibility once it has been delivered to your address. Ownership passes to you once we have received payment in full.

8. Cancelling a made-to-order product

Under the Consumer Contracts Regulations 2013, the standard 14 day cancellation right for online purchases excludes goods made to a consumer's specification. Your Shloff bed falls within that exclusion because it is made to your personal design.

We still want to be fair. You may cancel your order free of charge at any time before production of your bed begins. Contact us as soon as possible and we will confirm whether production has started. Once production is under way, materials have been cut to your specification and the order can no longer be cancelled, subject to your sleep trial and your statutory rights below.

Any accessories that are standard stocked items rather than made to order, such as pillows or protectors, carry the full 14 day cancellation right from the day of delivery.

9. Our 30 Night Sleep Trial

The trial works like this:

• The trial starts on the day your mattress is delivered and runs for 30 nights.
• Give your body time to adjust. A new mattress can take two to three weeks to settle in, so we ask that you sleep on it for at least 14 nights before requesting an exchange or refund.
• To use the trial, contact us at info@shloff.com or on 0161 399 2707 within the 30 night period.
• You may choose an exchange for a different mattress specification or a full refund of the mattress price. One exchange or refund is available per order.
• A waterproof mattress protector must be used throughout the trial. Returned mattresses must be clean, undamaged and free from stains and odours. We reserve the right to refuse a return, or make a reasonable deduction, where a mattress has been damaged or soiled.
• We will arrange collection at a time that suits you. A collection fee of £[collection fee] applies to refunds and is deducted from the refund amount. Exchanges carry no collection fee.
• Refunds are processed within 14 days of collection, to your original payment method.
• Returned mattresses are never resold. They are donated or responsibly recycled.
• The sleep trial applies to mattresses. Bed frames, bases, headboards and accessories sit outside the trial because each is made to your bespoke specification.

The sleep trial is a goodwill promise from us and sits alongside your statutory rights. It leaves those rights unaffected.

10. If something is faulty

Under the Consumer Rights Act 2015, your bed must be of satisfactory quality, fit for purpose and as described. If it falls short:

• Within 30 days of delivery, you may reject a faulty product for a full refund.
• After 30 days and within six months, we will repair or replace the product. If that proves impossible or unsuccessful, you are entitled to a refund.
• After six months, you may still be entitled to a repair, replacement or partial refund where a fault was present at delivery.

Contact us as soon as you notice a problem and we will arrange an inspection. Faults arising from fair wear and tear, accidental damage, misuse or failure to follow our care guidance sit outside these remedies.

11. Guarantee

Every Shloff bed frame carries a [guarantee length] guarantee covering defects in materials and workmanship, starting on the day of delivery. The guarantee applies to the original purchaser at the original delivery address and sits alongside your statutory rights.

12. Our liability to you

We are responsible for foreseeable loss or damage caused by our breach of these terms or our failure to use reasonable care and skill. We are responsible without limit for death or personal injury caused by our negligence, for fraud, and for anything else the law prevents us from limiting.

We supply products for domestic and private use. We hold no liability for business losses.

13. Your personal information

We use your personal information as set out in our Privacy Policy.

14. Events beyond our control

Where an event beyond our reasonable control delays your order, such as supplier failure, extreme weather or industrial action, we will contact you as soon as possible and take steps to minimise the delay. Where a delay is substantial, you may cancel your order and receive a full refund, including for a made-to-order product.

15. Complaints

If something has gone wrong, contact us first at info@shloff.com and we will work to resolve it. If you remain dissatisfied, you may be able to use the EU or UK online dispute resolution routes or seek independent advice from Citizens Advice.

16. Other important terms

Each clause of these terms operates separately. If a court finds any clause unlawful, the remaining clauses stay in full force. We may transfer our rights and obligations under these terms to another organisation, and we will tell you in writing if that happens. These terms are between you and us, and nobody else holds rights under them.

17. Law and jurisdiction

These terms are governed by the laws of England and Wales, and any dispute will be handled by the courts of England and Wales. If you live in Scotland or Northern Ireland, you may also bring proceedings in your local courts.