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All our products are made to stand the test of time. Even so, we want you to have the peace of mind that if an unlikely structural fault or cosmetic damage does happen after the first year, we’ve got you covered.
Before attempting to clean or repair the affected product you should contact MB&G Insurance as soon as possible via the link below for instructions. If you clean the affected product, please follow the directions you’re given using the approved cleaning kit or method recommended.
Click here to start your claim
Your claim will be assessed against the criteria of the Service Contract. The insurance company will offer cleaning advice and despatch an approved cleaning kit where suitable. If this doesn’t fix the problem, have no fear! An authorised technician will visit your home to get it sorted.
How does the complaints process work?
The Providers are committed to maintaining a high standard of professional conduct in all dealing with customers. If you have a query or complaint, please contact the Administrator, MB&G Insurance at 21/26 Howard House, Howard Street, North Shields, Tyne & Wear, NE30 1AR, email: [email protected].
Cooling off period and cancellation
Our Service Contract should provide all the support you need, but if it doesn’t meet your requirements, please return it to Dreams Limited, c/o the Administrator, MB&G Insurance within 45 days of issue and we’ll give you a full refund. We can’t consider a refund of fees if a claim has been made under your Contract.
Full terms & conditions
We’ll make sure you’re sent full terms and conditions by email following your purchase. You can also get hold of them from the Administrator, MB&G Insurance 21/26 Howard House, Howard Street, North Shields, Tyne & Wear, NE30 1AR.
If there is a problem with your product, do not worry, we are here to help.
If your goods are within the first year from purchase, please submit a request here and provide as much information as possible to allow us to process your request. If you have any photos of the issue, please do include them as it helps us improve our products.
If the goods are outside of the first year from purchase but you have purchased an extended warranty, please click here to start your claim.
Alternatively, if your goods are outside of the first year of purchase and you do not have an extended warranty, we can still help. We would however, ask that you arrange for an independent inspection of your goods. Once inspected and if deemed faulty, we will make the necessary arrangements to have your goods exchanged. You can use any external inspection company such as Homeserve Furniture Repairs or EcoMaster who both cover the whole of the UK.
We’re only ever happy when you’re happy. So, if you’re not finding your mattress comfortable, there’s no need to lose sleep over it – we've got you covered!
Learn all about our Sleep Guarantee. (Terms and conditions apply.)
If any parts are missing from your delivery, don’t panic – just contact us and we’ll make sure most parts are despatched to you within 48 hours. There are some parts which need to be ordered from a third party which may take a bit longer.
Uh oh! In the rare event that one of your items is damaged, please contact us within 48 hours of delivery.
Where possible, please provide photos of the damage so that we can put things right as quickly as possible for you.
For online and telesales orders, you can only return an item within 14 days from the date of your delivery, providing you still have the original packaging, the item is in pristine condition, and it has not been slept on. If you need to do this, please contact Customer Services. A collection fee of £49 will be charged to process the return.
Unfortunately, we’re unable to provide this service to our in-store customers and are only able to exchange mattresses. Please see our 100 Night Comfort Guarantee for more information or visit the store you purchased from
We hope that you are happy with your purchase and with any service you have received.
However, if something does not go quite according to plan and you need help to resolve a hiccup with your order or an unexpected consequential issue, please visit our dedicated complaints page
Our aim is to make the after-care service we offer as simple, clear and transparent as possible. The principles that guide the way we handle your concerns are based on meeting our contractual and regulatory obligations while also seeking to reach an outcome that is fair, equitable and proportionate.
Some sections include links to articles and further information, which we think you will find helpful as we work together to resolve any concerns you may have.
Our refund process starts when all the goods have been collected or returned. It usually only takes us up to a couple of business days to issue funds. After a refund has been made, it may take a little longer for the money to be available in your bank account. See this table for more details:
Credit Card
Up to 10 business days
Debit Card
Dreams Vouchers
Cheque
Up to 10 to 14 business days
If you bought the item as part of a linked saving offer (perhaps buy a bed for £999 and get £200 worth of free bedding), you’ll need to return both items to have a full refund. So, if you only return the bed in this example, you’ll be refunded only £799 to cover the price of the bedding. And if you participated in a ‘multi-buy’ offer (such as three for the price of two) and only return part of this order, any saving you’d have made will be taken off your total refund.
If you’ve placed your order online, you’ll have 14 working days to tell us if you don't like your goods. You'll then be able to exchange or return them if they’re still in the original packaging, with a collection fee of £49. Orders placed in-store are subject to our normal terms and conditions.
Unfortunately, we’re unable to provide this service to our in-store customers and are only able to exchange mattresses. Please see our 100 Night Comfort Guarantee for more information or visit the store you purchased from.
We cover all our items for 1 year, but if you’d like to extend your coverage for up to 8 years, read about our Bedcover Service Plan for more information.
Online and telesales customers can exchange or return items when they don’t fit if they’re still in their original packaging and you inform us within 14 working days of delivery.
In-store customers are given a different set of terms at the point of sale. You can view these by clicking here.
If, upon delivery, your goods do not fit, fear not, we are here to help. Just get in touch with us here and we will help as best we can to find something that is suitable. Please note that for some items, we may need to charge an administration fee to cover the cost of replacing your goods.
The quickest way to speak to us is via our live chat option.
Please include as much detail as possible.
If we have not been able to answer your question through our FAQs, please call us.
