Returns & Refund Policy

Quickfoam.co.uk
Operated by Birmingham Foam Shop Ltd

This policy explains how cancellations, returns and refunds are handled when purchasing from quickfoam.co.uk.

By placing an order on this website, you confirm that you have read and accepted this policy.

Nothing in this policy affects your statutory rights under UK consumer law.

1. Made-to-Measure and Custom-Cut Products

The majority of products sold on this website are custom-cut or made to the measurements provided by the customer.

Under the Consumer Contracts Regulations 2013, the 14-day cancellation (cooling-off) period does not apply to goods made to a consumer’s specification or clearly personalised.

This includes, but is not limited to:

• Foam cut to specific sizes
• Custom shaped foam
• Foam cut from larger sheets
• Any product manufactured or modified specifically for a customer order

Because these items are produced specifically for your order and cannot be resold, the following applies:

• Custom or made-to-measure foam cannot be cancelled once production has begun
• Custom foam cannot be returned for a refund due to incorrect measurements provided by the customer
• Custom foam cannot be returned due to comfort preference, firmness preference, or change of mind

Customers are responsible for ensuring that all measurements, shapes, foam grades and specifications are correct before placing an order.

If you are unsure about suitability, we strongly recommend contacting us prior to purchase.

2. Measurement Responsibility

When placing an order for custom-cut foam you confirm that:

• All measurements provided are accurate
• You have checked the dimensions carefully
• You understand foam is cut based on the measurements provided at checkout
• You accept responsibility for any measurement errors

Quickfoam / Birmingham Foam Shop Ltd cannot accept returns or issue refunds for items cut incorrectly due to customer measurement errors.

Where foam is intended to fit into a cover, frame, or casing, customers should allow
appropriate tolerance or clearance.

3. Manufacturing Tolerances

Foam is a flexible and compressible material and is cut using industrial cutting equipment.

Because of this, the following tolerances apply:

• A cutting tolerance of approximately ±5mm to ±10mm may occur depending on foam type and size
• Foam may appear compressed after packaging and will expand once unpacked
• Minor surface marks or cutting lines may occur during the cutting process

These characteristics are normal manufacturing characteristics and do not constitute defects.

4. Comfort and Firmness

Foam firmness is subjective and can vary depending on factors including:

• Body weight
• Base support beneath the foam
• Upholstery layers or fabric coverings
• Personal preference

Returns or refunds cannot be accepted solely because the foam feels softer or firmer than expected.

5. Faulty, Damaged or Incorrect Goods

If your order arrives:

• Faulty
• Damaged in transit
• Incorrect compared to your order

You must notify us within 48 hours of delivery.

This allows us to investigate the issue with the courier or production process.

We may request:

• Photographs of the issue
• Packaging photographs
• Order information

Where a fault is confirmed, we will provide an appropriate remedy in accordance with the
Consumer Rights Act 2015, which may include:

• Replacement of the product
• Repair where applicable
• Refund where replacement is not possible

We reserve the right to inspect or request return of the goods before issuing a refund.

6. Standard (Non-Custom) Products

For standard non-custom products only, you may cancel your order within 14 days of
receiving the goods under the Consumer Contracts Regulations 2013.

To exercise this right:

• You must notify us in writing within 14 days of delivery
• Goods must be returned within 14 days of cancellation

Returned items must be:

• Unused
• In original condition
• Not cut, altered, or modified
• Suitable for resale

Customers are responsible for return postage costs, unless the goods are faulty.

Refunds will be issued within 14 days of receiving the returned goods.

7. Returns Refused

We reserve the right to refuse returns where:

• Products have been used, altered or modified
• Foam has been cut, glued, upholstered or installed
• The product has been damaged after delivery
• The return relates to custom-made foam ordered to customer measurements

8. Delivery Issues

If a parcel arrives visibly damaged, please notify us as soon as possible.

Delivery issues should be reported within 48 hours so we can raise the matter with the courier.

Failure to report transit damage within this timeframe may affect our ability to investigate.

9. Refund Processing

Approved refunds will be issued to the original payment method used at checkout.

Refunds are typically processed within 3–5 working days, though your bank or payment
provider may take longer to return the funds.

10. Chargebacks and Payment Disputes

Customers agree to contact us directly to resolve any issues before initiating a payment dispute or chargeback.

Where a dispute is raised, we may provide the payment provider with:

• Order records
• Measurement confirmations
• Production records
• Dispatch and delivery confirmation
• These policy terms

Custom-made foam products fall under the made-to-measure exemption of the Consumer
Contracts Regulations 2013.

11. Contact Information

For return requests or order issues please contact:

Email: info@birminghamfoamshop.co.uk

Birmingham Foam Shop Ltd
783 Warwick Road
Tyseley
Birmingham
B11 2HA
United Kingdom

We aim to respond to enquiries within 5 working days.