International Orders & Returns Policy

Thank you for your interest in Abaca (Abaca Ltd).

We are delighted to receive enquiries and orders from customers around the world. Because international deliveries involve different legal, logistical, and practical considerations, please read the following policy carefully before placing an order outside the United Kingdom.

1. Orders outside the United Kingdom

Orders shipped to destinations outside the UK are treated as international sales.
UK consumer rights and cancellation regulations do not apply to overseas customers. All international purchases are made under our own terms and conditions as set out below.

We are happy to supply products internationally provided that:

  • You agree to our international sales terms before purchase.
  • You are responsible for import duties, local taxes, and customs clearance in your country.
  • You confirm that delivery access at your location is suitable for large, bulky items such as mattresses or bed bases.
  • We reserve the right to decline international orders if carriage or customs restrictions make delivery impractical.
  • All international sales are made on an Ex Works (EXW, Incoterms 2020) basis from our workshop in Wales, United Kingdom, unless otherwise agreed in writing.

2. Delivery and lead times

Every Abaca mattress is handmade to order. Delivery times vary by destination, but international deliveries typically take between 2–6 weeks after dispatch, depending on freight and customs clearance.

We use trusted international couriers and freight partners and will keep you updated with tracking information whenever available. Once your order leaves the UK, any customs delays are outside our control.

3. Returns and cancellations

Because our mattresses and bedding are handmade to order, we do not accept returns or cancellations once production has begun, except in cases of manufacturing fault.
Where a return is agreed at our discretion:

  • It must be requested within 30 days of delivery.
  • The item must be unused, undamaged, and in perfect condition, in its original packaging.
  • The customer must arrange and pay for all return carriage, including insurance, customs fees, and any import/export taxes.
  • Returned items that arrive marked, soiled, or showing signs of use will not be eligible for refund or exchange.

We cannot accept returns after 30 days or for items that have been used on unsuitable bed frames or bases.

4. Product care and suitability

Our mattresses are designed to be used on a completely flat and level base. Bases with central ridges, slats that are uneven or widely spaced, or sprung frames can distort the mattress and cause damage that is not covered by warranty.

Customers are responsible for ensuring the mattress is placed on a suitable, level surface. We recommend turning the mattress regularly and, if required, using an under-mattress pad to ensure even support.

Damage caused by an unsuitable base, moisture, or incorrect handling cannot be accepted as a fault.

5. Damaged or defective goods

If your order arrives damaged, please notify us within 48 hours of delivery, providing clear photographs of the packaging and product. We will investigate and advise whether repair, replacement, or refund is appropriate. We cannot consider claims made after this period.

6. Refunds

Where a refund is agreed, it will be processed once the returned goods are inspected and approved. Refunds will be made to the original payment method, less any unrecoverable shipping, customs, or handling costs.

7. Currency and Payment

All prices are quoted in pounds sterling (GBP) unless otherwise stated. International customers are responsible for any currency conversion fees or bank charges incurred when making payment. Orders are only confirmed once cleared funds have been received.

Payment must be made in full before production begins for international orders.

8. Fault reporting

If you believe your product is faulty, please contact us within 35 days of discovering the issue. We may request photographs or an inspection before authorising any resolution.

9. Local laws and jurisdiction

This policy and any sale from Abaca Organic are governed by the laws of England and Wales. UK consumer rights apply only to customers within the United Kingdom.
For all overseas sales, these international terms form the full basis of the agreement between Abaca Organic and the customer.

10. Contact

If you are considering an international order or have questions about suitability, shipping, or care requirements, please contact our team before placing your order:

Email: info@abacaorganic.co.uk

Telephone: +44 (0)1269 597 979

Regional and Additional Notes

United States

Orders shipped to the United States are supplied in accordance with UK manufacturing and safety standards. It is the responsibility of the buyer to ensure that products comply with any additional local regulations or import requirements. Abaca Ltd shall not be liable for claims arising from differences between UK and US standards or from local product regulations outside the United Kingdom.

US flammability standards (16 CFR Part 1632 and 1633) are not applicable to UK-manufactured goods

All international sales, including those to the United States, are governed exclusively by the laws of England and Wales. Any disputes shall be handled under English jurisdiction.
 
Gulf States (UAE, Qatar, Saudi Arabia, Oman, Bahrain, Kuwait)

Orders shipped to the Gulf States are supplied on a made-to-order basis. Local import duties, certification of origin, and compliance with local consumer or customs requirements remain the sole responsibility of the buyer.

Due to freight complexity and local regulations, returns from these regions can only be accepted by prior written agreement and must be in perfect, unused condition. All contracts are governed by the laws of England and Wales, and UK consumer law does not apply.

Customs and Import Regulations

Each destination country may apply different import duties, taxes, or product restrictions. Abaca Ltd cannot accept responsibility for delays, charges, or refusals caused by local customs authorities. Customers should verify local import rules before ordering.

Customs documentation and certificates of origin can be provided upon request and may incur an administration fee

Product Liability and Local Standards

Products are manufactured in accordance with UK regulations. Unless explicitly agreed otherwise, Abaca Ltd does not guarantee compliance with product standards, labelling, or certification schemes specific to other jurisdictions.

Optional Change (reason): For higher-value or repeat overseas sales, you could introduce a clause stating that liability for consequential or indirect loss (for example, delay, customs seizure, or local resale issues) is excluded. This limits exposure in less predictable markets.

Force Majeure

Abaca Ltd will not be held liable for delays or non-performance arising from events beyond its reasonable control, including transport disruption, customs delays, strikes, border closures, trade restrictions, or supply chain issues.

Language and Jurisdiction

This policy is written in English and governed by the laws of England and Wales. In the event of translation, the English version shall prevail.