Returns Policy

Cancellations & Returns

At Dream Factory Beds, we want your shopping experience to be clear, fair, and straightforward. This policy explains your cancellation, return, and refund rights.

Nothing in this policy affects your statutory rights.

Your Statutory Right to Cancel

If you buy goods online, you have the right to cancel your order within 14 calendar days from the day after delivery, without giving a reason.

Once you have told us that you wish to cancel, you then have a further 14 calendar days to return the goods to us.

To cancel your order or request a return, please contact us at:

Email: info@dreamfactorybeds.co.uk
Telephone: 01353 888808

You may use any clear statement to tell us that you wish to cancel.

Returns for Change of Mind

Returned items must be:

Unused
In the same condition as received
Returned with the original packaging where possible, or with suitable protective packaging to prevent damage in transit

You are responsible for the cost of returning goods unless the goods are faulty, damaged, incorrect, or not as described.

Return Options

Self-return: You may arrange your own return at your own cost.
Collection service: We may be able to arrange collection for you. If you choose this option, the direct collection cost will be deducted from your refund, unless the goods are faulty, damaged, incorrect, or not as described.

If goods are returned damaged because they were not packaged properly, we may make a reasonable deduction from your refund to reflect the reduction in value.

Refunds for Cancelled Orders and Returns

Where you cancel under your statutory cancellation rights, we will refund the price paid for the goods, including standard delivery charges where applicable.

If you selected a more expensive delivery option than standard delivery, only the standard delivery cost will be refunded.

Refunds will be made using the same payment method used for the original purchase, unless we agree otherwise with you.

We will process your refund within 14 days of receiving the goods back, or within 14 days of receiving proof that you have returned the goods, whichever is earlier.

We do not charge administration, cancellation, or restocking fees where you exercise your statutory right to cancel.

Mattress Returns — Hygiene Exception

For hygiene and health protection reasons, mattresses can only be returned for change of mind if they are unused, unopened, and still sealed in their original packaging.

Once a mattress has been opened or unsealed, it cannot be returned for change of mind.

This does not affect your statutory rights if the mattress is faulty, damaged, incorrect, or not as described.

Bespoke or Custom-Made Items

Some genuinely bespoke or custom-made items may be excluded from the statutory 14-day cancellation right.

This only applies where goods are made to your own specification or clearly personalised, such as non-standard dimensions or custom upholstery choices that are not part of our standard product options.

Standard products, standard sizes, and standard listed options are not automatically treated as bespoke simply because they are made or assembled after an order is placed.

If an item is genuinely bespoke or custom-made, we will make this clear before you place your order.

Faulty, Damaged, Incorrect, or Not as Described Goods

If your item is faulty, damaged, incorrect, or not as described, please contact us as soon as possible.

Under the Consumer Rights Act 2015, you have the right to reject goods that are faulty, not as described, or not of satisfactory quality within 30 days of delivery for a full refund.

After 30 days, you may still be entitled to a repair, replacement, or other remedy depending on the circumstances.

If goods are faulty, damaged, incorrect, or not as described, we will cover reasonable return or collection costs.

Reporting Delivery Damage

Please inspect your goods as soon as possible after delivery.

If you notice any damage, missing items, or incorrect items, please contact us as soon as reasonably possible so we can resolve the issue quickly.

A delay in reporting damage does not remove your statutory rights.

Failed Collections

If we arrange a collection and the goods are not available, not accessible, or not suitably packaged at the agreed time, a failed collection charge may apply.

This does not apply where the failed collection is caused by us or our courier.