Terms of Service

Dream Factory Beds Ltd

Company number: 16745205
Registered office: 20 Wenlock Road, London, England, N1 7GU
Website: www.dreamfactorybeds.co.uk
Email: info@dreamfactorybeds.co.uk

Welcome to Dream Factory Beds. These Terms of Service govern your use of www.dreamfactorybeds.co.uk and your relationship with Dream Factory Beds Ltd ("Dream Factory Beds", "we", "our" or "us"). Please read these terms carefully before placing an order. By using our website and/or placing an order, you agree to be bound by these Terms of Service.

We may update these terms from time to time. The terms that apply to your order will be the version available on our website at the time your order is placed.

This document is a plain draft for upload or adaptation as a Shopify Terms of Service page. It should be reviewed by a suitably qualified legal professional before publication.

1. Definitions

1.1 "Buyer", "customer" or "you" means the person or company that purchases, or agrees to purchase, products from Dream Factory Beds.

1.2 "Seller", "we", "us" or "our" means Dream Factory Beds Ltd.

1.3 "Contract" means any agreement between you and Dream Factory Beds for the sale of products.

1.4 "Product(s)" means any beds, mattresses, headboards, furniture, accessories or other items listed for sale on our website.

1.5 "Made to order" means products manufactured, upholstered, configured or finished after an order is placed.

1.6 "Tailored" or "custom" means non-standard products, including bespoke sizes, customised headboards, customised fabrics, special colours or any other item made to a customer specification.

2. Application of Terms

2.1 These terms apply to all orders placed through our website unless otherwise agreed in writing by Dream Factory Beds.

2.2 Your order is an offer to purchase products from us. A contract is formed only when we accept your order, confirm your order or dispatch your products.

2.3 If we cannot accept your order, we will let you know and refund any payment already made for that order as soon as reasonably possible.

2.4 We reserve the right to correct any errors on our website, product pages, advertising, pricing, images or marketing materials.

3. Basis of Sale

3.1 By placing an order, you confirm that the information you provide is accurate and that you agree to these terms.

3.2 Only the products specifically listed in your order confirmation are included in the sale. Any room settings, bedding, lamps, throws, cushions or decorative accessories shown in images are for display purposes only unless clearly stated as included.

3.3 Product images are provided for guidance. Colours, fabric tones and finishes may appear slightly different depending on screen settings, lighting and natural fabric variations.

3.4 As many of our products are handmade or made to order, small variations in finish, measurements, fabric texture or appearance may occur. These are not usually considered faults unless they materially affect the use of the product.

4. Pricing and Payment

4.1 Product prices are shown on our website and confirmed during checkout. All prices are shown in pounds sterling unless stated otherwise.

4.2 Delivery charges, optional services and surcharges, where applicable, will be displayed before checkout or confirmed before dispatch.

4.3 Payment must be made in full before delivery unless we have agreed otherwise in writing.

4.4 If a pricing, promotional or typographical error occurs, we are not obliged to supply the product at the incorrect price. If you have already paid and we cannot accept the order, we will cancel the order and refund the amount paid.

4.5 If finance or third-party payment options such as Klarna, PayPal, Apple Pay or other providers are offered, those payment methods may be subject to the separate terms and privacy policies of the relevant provider.

5. Product Descriptions and Specifications

5.1 We aim to ensure that all product descriptions, dimensions and specifications are accurate at the time of listing.

5.2 We may improve, update or alter product specifications where this does not reduce the overall quality or suitability of the product.

5.3 Customers are responsible for checking product dimensions, room access, stair access, doorway widths, lift access and suitability before placing an order.

6. Warranty and Liability

6.1 Products are supplied with the warranty or guarantee stated on the relevant product page, warranty page or order documentation.

6.2 Warranty cover applies to manufacturing faults only and does not cover normal wear and tear, accidental damage, misuse, neglect, improper assembly by the customer, incorrect storage, abnormal use, damage caused by damp conditions, or failure to follow care instructions.

6.3 If you believe your product has a manufacturing fault, please contact us within a reasonable time and provide your order details, photographs and a clear description of the issue.

6.4 We may inspect the item, request further evidence or arrange independent assessment where required.

6.5 Where a valid manufacturing fault is confirmed, we may repair, replace or provide another suitable remedy in line with your statutory rights and our warranty terms.

7. Delivery

7.1 We offer free delivery to most mainland UK addresses. Some postcode areas, remote locations or specialist delivery requirements may carry an additional charge, which will be shown at checkout or confirmed before dispatch.

7.2 We do not currently deliver to Northern Ireland, the Republic of Ireland or offshore UK locations unless otherwise agreed in writing.

7.3 Delivery will be made to the address provided at checkout. Please make sure the delivery address, contact number and email address are correct before placing your order.

7.4 Delivery dates and time slots are subject to availability and courier scheduling. We will keep you updated once your order is ready and/or passed to the delivery team.

7.5 If your order contains multiple items, the items may be delivered together once all items are ready, unless otherwise agreed.

7.6 All deliveries must be signed for. We do not deliver to unattended properties.

7.7 If a delivery date has been confirmed and no one is available to receive the delivery, a failed delivery or redelivery fee may apply.

7.8 Delivery is usually carried out by a room-of-choice delivery service where available and where access allows. The delivery team can only deliver safely where there is suitable access.

7.9 Customers must ensure that access routes are clear before delivery. This includes doorways, hallways, staircases, lifts, parking areas and the room where the item is to be placed.

7.10 If delivery cannot be completed due to access restrictions, unsafe conditions, narrow doorways, tight staircases, lack of lift access or other issues outside our control, delivery and return fees may be non-refundable and an additional fee may apply.

7.11 For flats or apartments, delivery above the second floor may require a working lift. If there is no suitable lift or safe access, delivery may be refused or rearranged at the customer's cost.

7.12 For health and safety reasons, delivery drivers may not be able to remove their shoes. Please use suitable floor coverings in advance if you wish to protect flooring or carpets.

7.13 Please inspect the packaging on delivery. If visible damage is present, please record this with the delivery team before signing, where possible.

8. Assembly Service

8.1 Assembly is not included unless it is clearly selected and paid for as an optional service during the order process or otherwise agreed in writing.

8.2 Where assembly has been selected, the delivery team will take the item to the agreed room of choice and assemble the relevant product where access is safe and suitable.

8.3 Assembly services do not include moving existing furniture, removing fitted furniture, altering the property, removing doors, removing windows or carrying out any building work.

8.4 Packaging may not be removed unless this is specifically included in the selected service. We recommend keeping packaging where possible in case the item needs to be returned.

8.5 The customer is responsible for ensuring there is enough clear space for assembly before the team arrives.

9. Old Bed and Mattress Collection / Recycling

9.1 Dream Factory Beds offers old bed and mattress collection/recycling as an optional paid add-on with selected purchases.

9.2 This service is only available when purchasing an eligible new item from Dream Factory Beds, such as a mattress, Divan bed or Ottoman bed. It is not available as a standalone service.

9.3 If you would like your old mattress, old bed base or eligible item removed, you must select the relevant collection/recycling option when choosing your product or during checkout.

9.4 Recycling and removal must be arranged in advance so that the delivery team can prepare for the collection. We may not be able to add this service after dispatch has been arranged.

9.5 Items for removal must be clean, dry, hygienic and ready for collection at the time of delivery. We reserve the right to refuse collection of unsuitable items.

9.6 The delivery team will not dismantle old beds or move unrelated furniture unless this has been agreed in writing. Customers must ensure old items are ready and accessible for removal.

9.7 We recommend that you do not dispose of your old bed or mattress until your new item has been successfully delivered.

10. Acceptance of Goods and Damage Reports

10.1 Please inspect your items as soon as possible after delivery.

10.2 If there is visible damage to the packaging or product at the point of delivery, please record this with the delivery team before signing where possible.

10.3 If you discover damage after unpacking, you must contact us promptly with your order number, photographs and a description of the issue.

10.4 Reports made late, or after the product has been used, moved, assembled incorrectly or disposed of, may be harder to assess and may affect the remedies available.

11. Risk and Ownership

11.1 Risk in the products passes to the customer when the products are delivered to the delivery address provided at checkout.

11.2 Ownership of the products passes to the customer only when we have received payment in full and cleared funds for the products and any related charges.

11.3 We reserve the right to recover payment for products supplied where payment has not been received in full.

12. Cancellations, Returns and Refunds

12.1 If you wish to cancel or return an order, please contact us as soon as possible using the contact details on our website.

12.2 Because many beds, headboards and upholstered items may be made to order, tailored, customised or manufactured to customer selections, cancellation and return rights may vary depending on the product and the stage of production.

12.3 Custom, tailored, bespoke or made-to-order products cannot usually be cancelled or returned once production has started, unless they are faulty, incorrect or otherwise covered by your statutory rights.

12.4 Mattresses that have been opened from sealed packaging, used or slept on may not be returnable for hygiene reasons unless faulty.

12.5 Returned items must be unused, clean, undamaged, complete, and suitably packaged for transport. We may make deductions where returned items are damaged, marked, incomplete or not in resaleable condition.

12.6 Collection, delivery, assembly and other service charges may be non-refundable where the service has already been provided or attempted.

12.7 If a return collection is arranged by us, a collection fee may apply and may be deducted from the refund. The amount will be confirmed before the collection is arranged.

12.8 Refunds will be issued to the original payment method once the returned item has been received and checked. Processing times may vary depending on your bank or payment provider.

13. Access Restrictions and Failed Delivery

13.1 Customers must check that all products will fit through doors, hallways, staircases, lifts and into the intended room before ordering.

13.2 If delivery, assembly or placement cannot be completed due to access restrictions or unsafe conditions, we may charge a failed delivery, redelivery or return fee.

13.3 Delivery charges, assembly fees and optional service charges may be non-refundable where the failure is due to access restrictions, unavailable customer, incorrect address details or circumstances outside our control.

14. Events Outside Our Control

14.1 We will not be liable for delays or failure to perform our obligations where this is caused by events outside our reasonable control.

14.2 This may include courier delays, supplier delays, severe weather, road closures, strikes, accidents, shortages of materials, manufacturing disruption, power failure, import/export restrictions, system outages or other events outside our control.

14.3 Where such an event occurs, we will contact you as soon as reasonably possible and take reasonable steps to minimise the impact.

15. Limitation of Liability

15.1 Nothing in these terms limits or excludes our liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation.

15.2 We are not responsible for business losses where products are purchased for domestic or personal use.

15.3 We are not responsible for delays, losses or costs caused by incorrect information provided by the customer, unsuitable access, failure to prepare for delivery, or use of the products contrary to instructions.

16. Data Protection and Payment Security

16.1 We will handle personal data in accordance with our Privacy Policy.

16.2 We do not store full credit card details on our website. Payments are processed through secure third-party payment providers.

16.3 Where third-party payment, finance or delivery providers are used, your information may be shared with them where necessary to process your order, arrange delivery, provide payment services or meet our legal obligations.

17. Complaints and Contact Details

17.1 If you have a complaint about our products or service, please contact us using the details on our website.

17.2 Email: info@dreamfactorybeds.co.uk

17.3 Telephone: 01353 888808

17.4 Address: Dream Factory Beds Ltd, 20 Wenlock Road, London, England, N1 7GU.

17.5 We aim to respond to customer complaints within a reasonable time. More complex cases may take longer where inspection, courier information or supplier information is required.

18. Governing Law

18.1 These terms and any contract between you and Dream Factory Beds are governed by the laws of England and Wales.

18.2 Any disputes shall be subject to the jurisdiction of the courts of England and Wales, subject to any mandatory consumer rights that apply.

19. Assembly Liability Notice

19.1 Dream Factory Beds may offer a professional assembly service for selected products. By selecting this service, you acknowledge that large and bulky items may carry a risk of minor contact with walls, floors, door frames or surrounding areas during movement and assembly.

19.2 We will take reasonable care when delivering and assembling products, but the customer must ensure there is a clear, safe and unobstructed route from the property entrance to the intended room.

19.3 Any fragile items, valuables, rugs, mirrors, ornaments or obstacles should be removed before the delivery team arrives.

19.4 We reserve the right to refuse or stop delivery or assembly if, in the team's reasonable opinion, access is unsafe, unsuitable or likely to cause damage to the product, property or delivery personnel.