Store Terms & Conditions
You agree to be bound by the terms and conditions as laid out below and they will govern each order that you place with us. Each order is a separate legally binding contract. You should read these terms and conditions carefully and make sure you understand them.
If a provision in these terms and conditions is found to be invalid or unenforceable by a court it will not affect the validity of the remaining provisions.
These terms and conditions are governed by the laws of England and Wales. They do not affect your statutory rights.
1.1 In these terms and conditions and Your sale agreement (which was given to You on the day you purchased the Goods), the following words shall have the following meanings:
"You" or "Your" means the person named in the Order to whom we are supplying the Goods in accordance with these terms and conditions;
"We", "Us" or "Our" means Dreams Limited, Knaves Beech Business Centre, 14 Davies Way, Loudwater, High Wycombe, Buckinghamshire HP10 9YU;
"Order" means Your order for the Goods;
"Goods" means all products listed in the Order;
“Made to Measure” mean any Goods that are made to specific, non-standard dimensions as determined by You; and
"Delivery" means the delivery of the Goods to the delivery address specified in the Order.
2.1 These terms and conditions apply to Orders placed instore only. To view Our terms and conditions for items purchased online or by telephone, please visit Our website on www.dreams.co.uk/webt&cs
2.2 If You have chosen to pay via one of Our finance options You will be required to enter into a separate finance agreement with one of Our finance providers. The finance agreement is a separate contract to Your Order and therefore if you cancel the finance agreement, the Order shall remain in effect and you shall be bound by these terms and conditions including in respect of payment for the Goods. If You cancel the finance agreement You must find an alternative method of payment.
2.3 You should carefully check Your Order details before signing the Order. Any amendments need to be made before You sign. Failure to notify Us of any changes may result in further charges to You at a later date.
2.4 It is Your responsibility to check:
(a) the dimensions of all Goods to ensure that they will fit into Your property; and
(b) that additional services requested (such as assembly, disposal or 10 year guarantee) are clearly noted in the Order. These will be shown separately. If they are not included in the Order then these services have not been purchased and will not be provided.
3.1 The description of the Goods will be as specified within the Order.
3.2 You should be aware that:
(a) all sizes given are approximate and stated bed and mattress sizes refer to the sleeping surface only;
(b) mattress sizes may vary slightly from their stated dimensions due to manufacturing tolerances; and
(c) comfort grading is for guidance only.
3.3 Dreams offers a Guarantee which is in addition to, and does not affect, your statutory rights in respect of goods which are faulty or not described. Advice about your legal rights is available from your local Citizens Advice Bureaux or Trading Standards Office. The Guarantee is available online (dreams.co.uk/webt&cs) and at the end of this document.
4. Extended Guarantees:
If You have purchased an extended guarantee with Your Goods, these guarantees are subject to their own terms and conditions, which are stated on the guarantee paperwork.
5. Ex-Display Items:
5.1 If You have purchased ex-display items, the price of these items reflects the fact that they may have sustained fair wear and tear and they cannot be returned or refunded unless faulty. In addition, these goods cannot be ‘comfort exchanged’ nor are they covered by Our price promise.
5.2 You must arrange for collection of the Goods within a reasonable time (usually within 7 days of Order).
5.3 Any defects on ex-display items (that are present at the point of sale) will be drawn to your attention and written on your order confirmation. It will not be possible to reject the goods, or claim a refund or repair at our expense, in respect of any of these defects.
6. Price and Payment:
6.1 The price of the Goods will be the amount set out in the Order. Prices are liable to change at any time, but price changes after you have signed the Order will not affect the price for the Goods stated in Your Order.
6.2 All prices are in pounds sterling and include VAT at the relevant rate at the time of payment. The Order is not a VAT invoice, but one can be supplied on request.
6.3 Where Delivery or collection is scheduled to be within 7 days of Order, You must pay in full for the Goods when you sign the Order.
6.4 Where Delivery or collection is scheduled to be over 7 days from Order, You must pay a minimum deposit of 20% of the price of the Goods. The balance of the price must be paid in full not less than 7 days before the scheduled date for Delivery. Failure to pay the balance will delay Your Order being Delivered.
6.5 For furniture products, adjustable beds, cabin sleepers, sofa beds and other 'Supplier Direct' products You must pay in full or have a finance agreement in place when you sign the Order.
6.6 We will not dispatch Your Goods for Delivery until we have received cleared funds from You for the full amount due. You can pay via Our website at www.dreams.co.uk in store or by telephoning 0800 6525090.
6.7 Our Delivery, assembly and disposal charges are subject to change and You should consult Our website for up-to-date charges which can be found online at www.dreams.co.uk. Changes to these charges after You have signed Your Order will not affect the charges you will pay.
6.8 Payment can be credit or debit card, cheque (made payable to Dreams Limited) or cash, unless You are choosing one of Our finance options, in which case payment must be made in accordance with the relevant finance documentation.
7. Price Promise:
Our price promise applies to any undelivered bed or bedroom furniture for 28 days from purchase. If You see the same bed as on Your Order in another retailer at a cheaper price (excludes specialist online ‘only’ retailers and outlet stores) We will refund the difference + £10.00. The price promise is subject to Us verifying the lower price.
8.1 Delivery of the Goods will incur a separate charge of £4.95 if order value is less than £100.
8.2 Goods can be collected free of charge from selected locations in England, Scotland and Wales see Our website or ask instore for details.
8.3 Delivery will be made to the delivery address specified on the Order and any changes to a delivery address must be supported by documentary evidence. You must notify us at least 72 hours prior to Delivery of any delivery amendments. Any amendment however small may lead to an increase in lead-time or change of delivery date. Orders paid using Finance options will require the approval of the Finance Company before We can change the delivery address.
8.4 We can deliver to the majority of postcodes in mainland England, Scotland, Wales, and the Highlands and Islands but We may be unable to deliver to some locations. Please contact Us for more details.
8.5 Delivery dates and lead times are given in good faith but are subject to change. Most delivery lead times start from the date of Order. However some exceptions apply when only a deposit is paid with Order. Please ask instore for details.
8.6 If, as a result of our actions or the actions of Our suppliers, we are unable to Deliver Goods for more than 2 weeks (14 days) beyond the lead-time or delivery date stated in the Order, You will be entitled to cancel the Order and receive a full refund of all amounts paid unless a new date for Delivery can be mutually agreed.
8.7 If, as a result of circumstances beyond our control, we are or reasonably believe that we will be unable to complete Delivery of the Goods, we will be entitled to cancel the Order and will provide you with a full refund of all amounts paid.
8.8 If You require Goods to be Delivered on a specific date, this date should be written on the Order with the words “date fixed”. If Delivery does not take place on the specified date (unless as a result of circumstances beyond our control) then you will be entitled to a full refund of all monies paid.
8.9 Delivery will be deemed to have taken place when the Goods have been delivered to the address set out in the Order. Depending on the service paid for, Delivery is either to Your front door or to the room of Your choice at the delivery address. We do not need to satisfy Ourselves that the person accepting delivery at the agreed address is authorised by you to accept the Goods.
8.10 If we are unable to complete Delivery due to the Goods not fitting in the required room at the delivery address, You may order a different product as a replacement for the Goods. In these circumstances:
(a) You must pay the difference between the price of the Goods and any replacement product which is of higher value;
(b) You shall not be entitled to a refund of the difference between the price of the Goods and any replacement product which is of lower value; and
(c) You must pay a delivery charge of £38 and our reasonable administration costs.
8.11 The Goods may require some assembly. If you have purchased an assembly service, this will be carried out by a provider selected by Us. If you have not purchased this service, it is Your responsibility to assemble the Goods. Please note that the availability of assembly services is dependent on the post code being delivered to.
8.12 You should inspect the Goods carefully upon Delivery. If assembled by Us or our provider at the delivery address, Goods will be deemed accepted once assembled unless you inform us otherwise at the time. Where Goods are not removed from their packaging or you have otherwise not had a reasonable opportunity to inspect the Goods on Delivery, the Goods will be deemed accepted 30 (thirty) days after Delivery.
8.13 We will notify You in writing or verbally once the Goods are ready for Delivery or collection. If you fail to collect or take Delivery of the Goods on the agreed date, we will not store the Goods for any reason for longer than 28 days.
8.14 If you fail to pay the full price of the Goods or fail to take Delivery or to collect the Goods within 28 days of the scheduled delivery date, We will be entitled to cancel the Order and you must pay all amounts stated in the Order in addition to our reasonable administration costs, which may be up to 20% of the cost of the Goods. This charge may, at least in part, reflect the price at which we are able to resell the Goods.
9.1 The collection and disposal of Your old beds/mattresses is an additional and chargeable service. All items for disposal must be wrapped as securely as possible in the green bag provided by Us at the time of Order. We reserve the right to refuse collection if items for are not wrapped or are still assembled in the property.
9.2 Under no circumstance should items for disposal be left exposed to the weather and become wet or soiled. We reserve the right to refuse collection in this instance. In addition Our delivery service driver may refuse to collect such items if they are reasonably concerned about contamination of other customer orders on his vehicle. In this instance a full refund of the charges for the disposal will be given but you will be responsible for the disposal of such items.
10. Risk and Ownership:
10.1 Responsibility for and ownership of the Goods passes to You once the Goods are Delivered or collected.
10.2 Where You have decided to pay through Our finance options, responsibility for and ownership of the Goods will only pass to you in accordance with the terms of Your finance documentation.
11.1 Once the Order has been signed You cannot cancel it, except under clause 8.6 of these terms and conditions.
11.2 You are entitled to amend Your Order free of charge within the first 48 hours. After this time we reserve the right to charge reasonable administration costs in respect of any amendments, which may be up to 20% of the cost of the Goods. This charge may, at least in part, reflect the price at which we are able to resell the Goods.
11.3 Linens, pillows, mattress protectors and throws can be returned within 14 days of Order and a full refund will be provided, if they are unopened and in their original packaging with a receipt.
12.1 Refunds will be made to You as soon as possible and in any event within a period of 30 days from return of the Goods.
12.2 If Goods have been Delivered, then a refund cannot be made until we have collected the Goods.
12.3 If You participated in a linked saving offer (for example, buy a bed for £999 and get £200 worth of free bedding) You must return both items to get a full refund. If You only returned the bed in the given example, You would be refunded only £799 to cover the price of the bedding.
12.4 If You participated in a ‘multibuy’ offer (for example, buy 3 items for the price of 2) You must return all the items to get a full refund. If You only return part of such an Order then any 'multibuy' saving will be deducted from the amount of Your refund.
13. Comfort Exchange Guarantee:
13.1 Our ‘Comfort Exchange’ guarantee applies to mattresses and divan sets as well as adjustable mattresses only and excludes bedsteads, Made to Measure, showroom clearance, our Essentials range, blue cross and adjustable bases. If at any time between 30 and 40 nights following Delivery (or collection) You inform Us that Your choice of mattress is proving uncomfortable, provided that You comply with this clause We will without quibble exchange it for an alternative mattress or divan set of the same size and for the same (or higher) value than the original. .
13.2 Any difference in price between the original product and the replacement product must be paid at the time of re-selection. We cannot refund any difference in price if You select a lower priced product.
13.3 The 'Comfort Exchange' guarantee is subject to the following conditions:
(a) We are unable to process a Comfort Exchange earlier than 30 nights, as it can take this long for Your body to adjust to Your new bed and for the fillings to settle;
(b) the original mattress must be kept in perfect condition so We insist on the use of a mattress protector, We reserve the right to refuse a Comfort Exchange if a Mattress protector has not been used or the product is marked or soiled;
(c) collection and re-delivery charges of £49 will be applied to each 'Comfort Exchange';
(d) 'Comfort Exchanges' are limited to one exchange per product ordered.
14. Events Outside Our Control:
14.1 We will not be liable or responsible for any failure to perform Our obligations under the Order that is caused by events outside Our reasonable control. These include (without limitation) the following:
(a) delays caused by one of Our suppliers, except in the circumstances envisaged by clause 8.6;
(b) strikes, lock-outs or other industrial action;
(c) fire, explosion, storm, flood, snow or other natural disaster;
(d) unavailability of shipping, aircraft, motor transport or other means of public or private transport; or
(e) unavailability of public or private telecommunications networks.
14.2 Our obligations under these terms and conditions are suspended for the period that such events continue and we will have an extension of time to perform these obligations for the duration of that period.
15. Limitation of Liability:
15.1 We are under a legal duty to supply products that are in conformity with this contract. Nothing in these terms will affect your legal rights. Advice about your legal rights is available from your local Citizens Advice Bureau or Trading Standards office.
15.2 We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen.
15.3 We are not liable for business losses. We only supply the products for domestic and private use. If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
15.4 Subject to clause 15.2, our total liability to you under or connected with these terms will not exceed the price payable for the goods for any one event or series of connected events.
16. Data Protection:
16.1 We are a registered data controller for the purposes of the Data Protection Act 1998 (the “Act”) and we will comply with the statutory requirements imposed on us to keep Your personal data confidential and secure. We confirm that We are fully compliant with the Act.
16.2 Your information will be used to process Your Order, deliver Your Goods and/or to handle any claims made under the Guarantee. In order to do so we will need to disclose Your personal data to selected third parties including a finance company when applicable.
17. Contact us:
17.1 For questions, requests to amend Orders, requests to change Delivery details, requests for refunds and all other queries You may contact Us by:
(a) contacting the store where You placed Your Order;
(b) calling Our customer services on 0800 6525090;
(c) writing to Dreams Customer Services at the address set out in clause 1; or
(d) contact us through the Dreams Help Centre
18. Policy Disputes
18.1 All policy disputes regarding these Terms and Condition will need to be put in writing to
Head Of Customer Service
Alternatively contact us through the Dreams Help Centre
We will usually look to respond to all policy disputes within 5 working days.