Bed-Down Delivery, Returns, Payment & Promotional Voucher Policy

This policy applies to purchases made directly from Cozy Chicken which is a trading name of Bed-Down LLP and should be read alongside our Terms & Conditions. Nothing in this policy affects your statutory rights.

1. Payment
Available payment methods are displayed at checkout. Unless separately agreed in writing, payment is required in full when ordering.

Taking payment or sending an automated order acknowledgement does not itself constitute acceptance. Order acceptance is explained in our Terms & Conditions.

If we cannot fulfil your order, we will contact you and refund payment for unavailable goods and any applicable delivery charges.

2. Delivery

Delivery charges
Delivery charges depend on the products, number of parcels or pallets and delivery postcode. Applicable charges are shown before payment.

Customers cannot currently collect website orders from our premises.

Dispatch and delivery times
Try Me Now packs are normally dispatched within 1–7 working days, and pallet orders within 1–14 working days, subject to stock availability. Working days exclude weekends and bank holidays.

Dispatch is when goods leave us. Delivery takes additional time.

During peak periods or disruption to raw material supplies, please allow up to six weeks for delivery. If products are available, we will dispatch sooner. Where this extended timeframe applies, it will be clearly stated before you order.

If you require delivery by a particular date, cannot accept an earlier delivery or have other restrictions, contact us before ordering or add details to the “Additional information / Order notes” box at checkout.

We will confirm whether we can accommodate your request. Adding an order note does not itself guarantee a date or confirm acceptance of a restriction.

Delivery dates are estimates unless expressly agreed otherwise. We will notify you of significant unexpected delays and explain your options, including applicable cancellation rights.

Unless a different delivery period is agreed, consumer orders will be delivered without undue delay and within 30 days of the contract being made.

Availability and tracking
If goods become unavailable, we will contact you about the options. We will not substitute a materially different product without your agreement.

If we split an order because an item is unavailable, there is no additional delivery charge for the later shipment.

We use delivery providers appropriate to the order and provide tracking where available.

Delivery information
Check your address, postcode and contact details carefully. Notify us promptly of errors or access restrictions.

We will try to accommodate changes, but amendments may not be possible after processing or dispatch.

Where incorrect information or failure to meet requirements clearly explained before purchase causes a failed delivery, reasonable direct redelivery or return transport costs may apply where lawfully recoverable and appropriately disclosed or agreed.

Charges will reflect direct costs rather than a penalty. We will not recover the same cost twice or charge for failures caused by Bed-Down or our delivery provider.

Pallet delivery access and unloading
Pallet deliveries are made to an accessible kerbside location on firm, level hardstanding suitable for a pallet truck.

Where safe and accessible, the driver may agree to position the pallet elsewhere at their discretion. This cannot be guaranteed. Drivers cannot be required to carry goods into your home or other buildings, unpack pallets or move individual bales.

Tell us before ordering about gravel, grass, uneven surfaces, narrow entrances, vehicle restrictions or other access difficulties. Contact us before ordering if you are unsure whether your location is suitable.

Drivers may decline unsafe access or unloading.

Damage on arrival
Inspect your delivery on arrival wherever reasonably possible.

If the products are considerably damaged, you may refuse the pallet. Ask the driver to record the damage and reason for refusal, then contact Bed-Down promptly.

If you accept a delivery with visible damage, please:

• Take time-stamped photographs on the delivery day, showing the damaged goods, packaging, delivery label and whole pallet where applicable.
• Photograph the goods before unpacking wherever possible.
• Contact Bed-Down directly within two days of delivery.
• Retain the packaging while we investigate.

Our courier requires delivery-day photographs to consider a damage claim. Prompt reporting and clear evidence help us investigate and pursue that claim.

If damage is discovered later, contact us as soon as possible with the evidence available. Signing for delivery, reporting later or being unable to supply photographs does not remove your statutory rights.

Please also report shortages or incorrectly supplied goods promptly.

For consumer orders, goods remain at our risk until received by you or someone you nominate. Different rules may apply if you independently appoint a carrier we have not offered.

3. Cancellations and unwanted goods

Check your order
Check your product, pack size, quantity and stated weight or volume before paying.

Each Try Me Now pack contains two 10kg bales, rather than two standard 20kg bales.

Consumer cancellation rights
Consumers purchasing online or by telephone can generally cancel from placing an order until 14 days after the day the goods are received.

Where goods from one order are delivered separately, the period generally ends 14 days after receipt of the last goods.

Notify us clearly by emailing info@bed-down.co.uk, calling 01986 785278 or writing to the address below. You do not have to give a reason or use the optional cancellation form.

Provide your name and enough information to identify the purchase, including your order reference where available.

Send goods back within 14 days of notifying cancellation, unless we agree to collect them.

Contact us immediately if you wish to cancel before dispatch. We will try to stop shipment, but dispatched goods may need returning.

Refusing delivery does not, by itself, clearly notify us that you wish to cancel.

Customer-paid return costs
Customers pay direct return postage or transport costs for unwanted or incorrectly ordered goods, including Try Me Now packs, other bale packs and pallet orders, provided this responsibility was disclosed before purchase.

You may arrange suitable return transport yourself or ask us to arrange collection.

If you choose our collection service, we will confirm the charge before booking. With your agreement, it may be deducted from your refund or exchange credit.

Parcel and bale-pack return charges
Return type Maximum parcel weight Collection cost including VAT

Try Me Now packs and other bale packs 20kg per parcel £9.35 per parcel

Charges apply per parcel, not per order. Goods must be packed within the carrier’s agreed size and weight limits.

Estimated pallet return charges
The following estimates cover the return collection of one full pallet, including all standard charges and VAT.

Use the beginning of your postcode to find the applicable row. For example, NR14 1AB falls under NR14–15. A prefix without district numbers covers that postcode area, excluding island addresses.

Postcode area or district Estimated return cost for one full pallet, including VAT

IP1–23, IP28 onwards; NR14–15, NR30–35 – £59.57

B, CV, DE, DY, LE, NN, ST, WS, WV – £91.63

CW, M, MK, NG, S, SK, TF, WA, WR; PE1–11, PE17–19, PE26–29 – £93.05

AL, BB, BL, CB, CH, DN, GL, HD, HP, HR, HX, L, LN, LS, LU, OL, OX, PR, SG, WF, WN; BD1–22, BD97–99; PE15–16 – £96.50

BS, FY, HU, NP; CF3, CF5, CF10–11, CF14–15, CF23–24, CF38, CF46–48, CF64, CF81–83; PE12–14, PE20–25, PE30–38; SN1–7, SN14–16, SN25–26, SN38, SN99; YO1, YO8, YO10, YO19, YO23–24, YO31, YO41–43, YO90–91 – £97.93

SR, TS; DH1–7, DH9, DH97, DH99; DL1–7, DL9–10, DL14–17; RG1–2, RG4–10, RG14, RG17–20, RG30–31; SN8–13; SY1–6, SY13–14; YO7, YO11–18, YO21–22, YO25–26, YO30, YO32, YO51, YO60–62 – £102.32

EN, HG, SL, WD; BD23–24; CF31–37, CF39–45, CF61–63, CF71–72; CM1–8, CM11–24, CM77; CO1, CO3, CO6, CO8–10; DH8; DL8, DL11–13; IP24–27; LA1–10; NE1–18, NE20–45, NE62–64, NE82, NE85, NE98–99; NR1–6, NR8–11, NR16–27; RG12, RG21–29, RG40–42, RG45 – £106.58

BA, GU, ME, RH, SO, SP, SS; CM0, CM9; CO2, CO4–5, CO7, CO11–16; DT9–11; KT14–16, KT23–24; NR7, NR12–13, NR28–29; TN7–11, TN13–16 – £111.16

BN, BH, TA; DT1–8; LA11–23; PO1–22; TN1–6, TN12, TN17–40 – £115.04

CA, CT, EX, LD, PL, SA, TQ; LL11–49, LL51–57; NE19, NE46–49, NE61, NE65–71; SY7–12, SY15–25 – £122.98

TR1–20, TR26–27, TR93 – £132.49

HA, IG, RM, UB; E4; N3, N9, N11–14, N18, N20–21; NW4, NW7, NW9 – £114.55

BR, CR, DA, SM, TW; KT1–13, KT17–22 – £117.30

E3, E5–18, E20; N2, N4–8, N10, N15–17, N19, N22; NW2–3, NW5–6, NW8, NW10–11; SE2–10, SE12–15, SE18–28; SW2, SW4–6, SW8–20; W3–14 – £123.81

EC, WC; E1–2, E1W, E77, E98; N1, N1C, N1P; NW1; SE1, SE11, SE16–17; SW1, SW3, SW7; W1–2 – £131.45

TD; DG1–7, DG10–14, DG16; EH1–49, EH51–55, EH95, EH99; G1–15, G20–23, G31–34, G40–46, G51–53, G58, G60–62, G64–79, G81–82; KA1–18, KA20–25, KA29–30; ML1–12; PA1–19 – £128.72

FK1–7, FK10; KY1–13, KY99 – £132.78

DG8–9; FK8–9, FK11–21; G63, G83–84; KA19, KA26; KY14–16; PH1–9 – £149.18

AB10–16, AB21–25, AB30–32, AB39, AB41–42, AB51; IV1–20, IV30–32, IV36, IV63; PH21–26 – £172.49

DD; PH10–14 – £153.75

These estimates apply to standard full pallets. Any different estimate required because of the order’s dimensions, weight or service requirements will be provided before purchase.

Collection charges will be confirmed before booking. Changes to published rates apply to future orders and do not retrospectively replace the return-cost information supplied for an existing purchase.

Return condition and handling
Keep goods dry, secure and protected while they are in your possession.

You may handle them as reasonably necessary to establish their nature, characteristics and functioning, as you could in a shop.

Where legally permitted, we may deduct actual loss in value caused by handling beyond reasonable inspection. Spreading bedding in a stable, allowing it to become wet or contaminated, or wearing clothing beyond trying it on may substantially reduce its value.

Opening packaging for reasonable inspection does not automatically remove cancellation rights. Missing or damaged original packaging alone does not justify refusing a statutory return.

There is no blanket restocking fee on statutory consumer cancellations.

Preparing parcels and bale packs
Use packaging suitable for the goods’ size and weight. Use the original packaging and box where possible, or suitable replacements.

Contact us if you need packing guidance.

Preparing pallet returns
Pallets must be securely stacked on a sound, suitable pallet, fully rewrapped and securely sealed so goods remain stable during handling and transport.

In accordance with courier requirements, include a cardboard top sheet and cardboard protection around the lower 500mm of the goods, measured from the pallet base.

These requirements protect the goods and courier staff. Original wrapping is not required if suitable replacement materials are used.

Couriers may refuse an unsafe collection.

If goods arrived damaged or unsafe, contact us before attempting to restack or rewrap them. Do not put yourself at risk. We will agree reasonable arrangements consistent with your statutory rights.

Return collection arrangements
Make goods available at the agreed time and location with safe access and suitable packaging. Explain restrictions or assistance needs before booking.

If collection fails because goods are unavailable, inadequately packed or inaccessible despite requirements explained in advance, reasonable direct costs may be recoverable where lawful.

Applicable failed-collection charges will be disclosed before booking. Further collection charges will be confirmed before rebooking. The same cost will not be recovered twice.

We do not charge for failures caused by Bed-Down or our courier. Returns of faulty or damaged goods will be arranged without inappropriate burden or significant inconvenience to consumers.

Exchanges
Exchanges are subject to agreement and availability.

For customer ordering mistakes or changes of mind, applicable return costs, product price differences and agreed replacement delivery charges are payable by the customer. These will be confirmed beforehand.

You do not have to accept an exchange or credit note where legally entitled to a refund.

Returns address
Contact us for practical return instructions before sending goods. Cancellation does not depend on obtaining our approval.

Bed-Down LLP
Cherry Tree Farm, The Common
Metfield, Harleston
Norfolk, IP20 0LP

Include your name and order reference where possible. We may request reasonable proof of purchase; an original receipt or signed explanation is not compulsory.

4. Faulty, damaged or incorrectly supplied goods
Contact us if goods are faulty, damaged, not as described or incorrectly supplied.

Describe the issue and provide photographs where reasonably possible. Inspection may be required to determine the appropriate remedy.

Bed-Down covers reasonable necessary return costs where goods do not conform to the contract. We do not pay return costs simply because customers change their minds or order incorrectly.

Consumers normally have a 30-day short-term right to reject non-conforming goods and receive a refund. The period normally begins after delivery and completion of any other steps legally relevant to the purchase.

Afterwards, repair or replacement rights generally apply first. A price reduction or final rejection may become available where the legal conditions are met, including an unsuccessful remedy or unreasonable delay or significant inconvenience.

The two-day damage-reporting request and 14-day change-of-mind period do not limit these separate rights.

Contact us before booking specialist or unusually expensive return transport so we can arrange a suitable service. This does not restrict statutory rights.

We are not responsible for deterioration to the extent caused by unsuitable storage, misuse or contamination after delivery where goods were supplied in conformity with the contract.

5. Refunds
For valid cancellation of a whole consumer order, we refund the goods and the least expensive standard delivery charge available for that order.

Extra costs for upgraded delivery are not refundable solely because you change your mind.

Delivery charges on partial cancellations are refunded to the extent required by law.

Lawful agreed collection charges and permitted diminished-value deductions may be deducted. We will explain deductions.

Cancellation refunds are made without undue delay and within the applicable deadline:

• If you return goods: within 14 days after we receive them or evidence that you have sent them, whichever is earlier.
• If we offer to collect: within 14 days after cancellation notification.
• If goods have not been supplied: within 14 days after cancellation notification.

Refunds for rejected faulty goods are made within the statutory timeframe, normally within 14 days after we agree entitlement.

Refunds use the original payment method unless expressly agreed otherwise. No refund processing fee applies.

For purchases using free promotional vouchers, refunds reflect the amount actually paid. Order-wide discounts are allocated proportionately to returned goods unless a different allocation was clearly explained before purchase.

Free promotional vouchers are not refunded as cash. Statutory rights remain unaffected.

6. Business and independent retailer purchases
Consumer change-of-mind cancellation rights do not generally apply to business purchases.

Non-faulty business returns require written agreement and are subject to applicable trade terms. Charges for discretionary returns will be confirmed beforehand.

If you purchased from an independent retailer, contact that retailer. Your sales contract is with it, and this policy does not replace its obligations.

7. Promotional money-off vouchers
These conditions apply to free Bed-Down promotional vouchers, not purchased gift vouchers.

Unless stated otherwise:

1. Vouchers expire six months after issue. The issue or expiry date will be shown.
2. Redemption is limited to participating retailers or sales channels identified on the voucher. Retailer vouchers are not automatically valid online.
3. Offers apply to eligible products at the participating retailer’s full selling price.
4. Only one voucher may be used per transaction.
5. Vouchers cannot be combined with another voucher, discount or promotional saving.
6. Vouchers cannot be applied retrospectively to earlier purchases.
7. They have no cash redemption value and no cash change is given.
8. They are non-transferable and must not be sold or copied.
9. Paper vouchers must be original. Digital codes must be valid and used only as authorised. Single-use vouchers cannot be reused.
10. Lost, stolen or damaged vouchers are not normally replaced unless required by law or agreed as goodwill.
11. Goods are subject to availability. Vouchers do not reserve stock.
12. We or participating retailers may refuse vouchers reasonably believed to be expired, counterfeit, copied, previously redeemed or misused.
13. Promotions may be suspended proportionately to address fraud, misuse or technical errors, without retrospectively changing completed transactions.
14. Refunds reflect the amount actually paid, with statutory rights preserved.

Offer-specific conditions, including minimum spend, eligible products and participating retailers, will be stated on the voucher or accompanying promotion.

8. Contact us

Bed-Down LLP
Cherry Tree Farm, The Common
Metfield, Harleston
Norfolk, IP20 0LP

Email: info@bed-down.co.uk
Telephone: 01986 785278

Optional consumer cancellation form
To: Bed-Down LLP, Cherry Tree Farm, The Common, Metfield, Harleston, Norfolk, IP20 0LP.

Email: info@bed-down.co.uk

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:

Goods:
Order reference, if available:
Ordered on / received on:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s), only if submitted on paper:
Date: