Returns & Refund Policy

At Hulmara, every piece of furniture is built with intention — from the first grain selection to the final hand-sanded finish. Because our beds are handcrafted to order using premium materials and skilled artisan labour, we ask that you choose carefully. That said, your confidence matters to us, and we stand firmly behind the quality of every piece that leaves our workshop.

Our Quality Guarantee

Every Hulmara order is professionally photographed and filmed before it is packed and shipped. This visual documentation serves as a verified record of the condition, finish, and craftsmanship of your piece at the moment it leaves our hands — giving both you and our team complete transparency should any issue arise during transit.

Refund Eligibility

Your satisfaction is our priority. You may qualify for a refund or replacement under the following circumstances:

Non-Arrival (90 days) — If your order has not arrived within 90 days of the confirmed shipping date, you are entitled to a full refund or reshipment at no additional cost.

Incorrect Item — If the item you receive does not match what you ordered (wrong size, wrong finish, wrong model), we will arrange an immediate replacement or full refund, including all return shipping costs.

Damaged or Faulty Product — If your piece arrives with manufacturing defects or shipping damage, contact us immediately. We will initiate the return process at our expense and either replace the item or issue a full refund. Our pre-shipment photo and video documentation allows us to quickly determine whether damage occurred in transit, speeding up your resolution.

Change of Mind (Standard Collection Only) — If you have a change of heart about a standard collection piece, you may return it within 30 days of delivery, provided the item is unused, unassembled, and in its original packaging with all hardware, tags, and accessories included. A 20% restocking fee applies, and return shipping costs are the customer's responsibility.

What Cannot Be Returned

We want to be completely transparent: the following items are final sale and non-refundable:

Customised and Bespoke Orders — Any bed or furniture piece that has been modified to your specifications — including custom sizing, alternative finishes, personalised fabric selections, or modified construction — is made exclusively for you. These pieces cannot be restocked or resold, and therefore cannot be returned or refunded for change of mind. We encourage all bespoke clients to work closely with their dedicated account manager during the design phase to ensure every detail is confirmed before production begins.

Sale and Promotional Items — All items purchased at a discounted or promotional price are considered final sale and are not eligible for returns, exchanges, or refunds.

Please note: our non-return policy on bespoke orders does not apply to items that arrive damaged, faulty, or incorrect. We will always make it right if the issue is on our end.

How to Initiate a Return

Step 1 — Contact our team at contact@hulmara.com within 30 days of receiving your item. Include your order number and the reason for return. Please do not ship anything back without prior authorisation — unauthorised returns may be refused.

Step 2 — Once approved, securely repackage the item in its original packaging, ensuring all hardware, accessories, tags, and labels are included.

Step 3 — Ship the item back using a trackable shipping method. Return shipping costs are the customer's responsibility, except for damaged, faulty, or incorrectly shipped items, which we cover fully.

Step 4 — Upon receipt, our team will inspect the item and notify you of approval or rejection within 5 business days.

Step 5 — Approved refunds are issued to the original payment method within 10 business days of processing. Please allow additional time for your bank or financial institution to reflect the credit.

Refunds Will Not Be Issued When:

The order did not arrive due to incorrect or incomplete shipping information provided at checkout.

Non-arrival was caused by circumstances beyond our control, such as customs holds, import restrictions, or natural disasters.

The item has been assembled, used, modified, or is returned without its original packaging.

Order Cancellation & Modifications

Orders may be cancelled or modified within 48 hours of placement — no questions asked. Once your piece enters production or the shipping process has begun, cancellations are no longer possible. For bespoke orders, cancellation is only available before the signed confirmation of your custom specifications.

We will always do our best to accommodate late requests, but cannot guarantee changes once production is underway.

European Union — 14-Day Cooling-Off Period

For orders shipped to the European Union, you retain the right to cancel or return your order within 14 days of delivery, for any reason and without justification, in accordance with EU consumer protection law. The item must be in its original, unused, and unassembled condition, with all packaging and tags intact. Proof of purchase is required.

Important: This cooling-off right does not apply to bespoke or customised orders, as these are individually manufactured goods made to the customer's personal specifications, which are exempt under EU Directive 2011/83/EU, Article 16(c).

Questions?

Our team is available 24/7. Contact us at contact@hulmara.com or call +44 7570 053 877. We are here to help — before, during, and after your purchase.