My item was damaged upon delivery and when I called to get an exchange they said I have to send through a form with pictures and the supplier will determine which parts need to be replaced. I have said I am not happy with that as my daughter is without a bed and I am sending it back for a full refund and ordering from somewhere else. I find the return policy ridiculous and not acceptable at all. The staff are not sympathetic at all either. I do not recommend Bedstar Ltd AT ALL !!! If i do not get a full refund I will be contacting the Trading Standard Commission .