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Return and Warranty Policy for Beds and Mattresses
Thank you for choosing Dreamor Haven. We are committed to providing you with high-quality beds and mattresses for a restful night’s sleep. Please review our return and warranty policy, which is in compliance with UK law.
1. General Return Policy
We want you to be completely satisfied with your purchase. However, if you are not happy with your order, you can return the product within a specified period.
- Returns within 14 Days: In accordance with the UK Consumer Contracts Regulations, you have the right to return unused products (beds and mattresses) within 14 calendar days of receiving your order. To qualify for a return, the product must be in its unopened, unused condition, and in original packaging.
- Note: Due to hygiene and safety reasons, mattresses cannot be returned once the packaging has been opened or if they have been used.
- Exclusions from Return: For hygiene and safety reasons, mattresses that have been opened or used cannot be returned unless they are faulty or damaged upon arrival. This applies to all mattresses, regardless of type (memory foam, pocket sprung, etc.).
- How to Return: If you wish to return your product, please contact our customer service team at dreamorhaven@gmail.com within 14 days of delivery. We will provide instructions for returning the product. Return shipping costs are the responsibility of the customer unless the item is faulty.
- Refunds: Once the returned item is received in its original, unused condition, we will process your refund within 14 days. The refund will be issued to the original payment method, excluding return shipping costs.
2. One-Year Warranty
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We offer a one-year warranty on all beds and mattresses sold by Dreamor Haven, starting from the date of delivery.
- What’s Covered: The warranty covers defects in materials or workmanship, such as broken springs, fabric tears, or faults that occur under normal use. If you experience a problem with your bed or mattress within the warranty period, we will assess the issue and offer a repair or replacement as appropriate.
- What’s Not Covered: The warranty does not cover:
- Damage caused by misuse (e.g., stains, spills, tears caused by pets or sharp objects).
- Normal wear and tear (e.g., sagging or compression of foam that occurs naturally with use).
- Damage due to improper care or failure to follow manufacturer care instructions.
- Damage after delivery, including damage caused by accidents, incorrect handling, or issues related to poor maintenance.
- How to Make a Warranty Claim: To make a warranty claim, please contact our customer service team at dreamorhaven@gmail.com or 07466811376 with:
- A description of the fault.
- Proof of purchase (order number or receipt).
- Photos or videos showing the issue.
Our team will assess your claim and guide you through the next steps, which may include arranging a repair, replacement, or refund.
- Repairs or Replacements: If your bed or mattress is found to be defective, we will offer:
- A repair of the damaged part (if feasible).
- A replacement (if the item is beyond repair).
- A refund (if repair or replacement is not possible).
3. Faulty or Damaged Products
If your bed or mattress arrives damaged or faulty, we will resolve the issue as quickly as possible.
- Reporting Damage: If the product is faulty or damaged upon delivery, please contact us within 24 HOURS of receiving the product. We will arrange for the return of the item and provide a full refund or replacement, depending on your preference.
- Inspection: All products must be inspected immediately upon delivery. If you notice any damage or issues, please document the condition of the product (photos and/or video) and inform us within 48 HOURS.
4. Consumer Rights
Under UK law, your statutory rights are not affected by this policy. If your product is faulty or not as described, you are entitled to a full refund, repair, or replacement as per the Consumer Rights Act 2015.
- If a product is faulty or misdescribed, you can request a repair or replacement. If this is not possible, you are entitled to a full refund.
5. Contact Us
If you have any questions or need to make a return or warranty claim, please get in touch with us via:
- Email: dreamorhaven@gmail.com
- Phone: 07466811376