Internet & Telesales Terms and 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 and 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 Online, Over the phone or through a brochure only. To view Our terms and conditions for items purchased instore, please visit Our website on www.dreams.co.uk/webt&cs
2.2 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 or disposal) 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. These can be added by contacting Customer Services on 0800 652 5090.
2.3 A confirmation of your order will be sent automatically by e-mail or postal service and, unless you are notified to the contrary within 48 hours of this confirmation, the order will be deemed to be accepted by Dreams LTD.
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.
(d) When placing a mattress on a bedstead please note that there maybe a gap around the edges; this is to allow for rotation & bedding.
3.3 We guarantee (the "Guarantee") that for 12 months from the date of Delivery, the Goods will:
(a) be of satisfactory quality;
(b) be fit for the purpose for which they are designed and supplied;
(c) be free from material defects in design, material and workmanship; and
(d) comply with all applicable statutory and regulatory requirements for selling the Goods in the United Kingdom.
3.4 The Guarantee covers normal domestic home use only and does not apply to any defect in the Goods arising from fair wear and tear, wilful damage, accident, negligence by You, commercial use, failure to follow Our written instructions regarding care of the Goods, or any alteration or repair to the Goods which you carry out without Our prior written approval.
3.5 If you inform us that the Goods have breached the Guarantee, we will arrange an inspection to verify this. If this inspection finds that the Goods have not breached the Guarantee, We will decline any further action, but provide full details of the reasons for the decision. You will have direct access to any reports completed by the inspection specialist.
3.6 If you would prefer to use an inspection service of Your choosing, then this must be done at Your cost. Any inspection service used must be a recognised, independent specialist and we must agree in writing to them carrying out the inspection.
3.7 In the rare event that Goods are found to have breached the Guarantee, We will follow a fair and fast process. We will either repair or replace the Goods free of charge. Alternatively, We may (if We choose) provide a full refund of the price paid by You for the Goods. We will do our best to agree with You which remedy would be most appropriate.
3.8 The Guarantee shall apply to any repaired or replacement Goods we supply to you.
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 If an ex-display item is deemed to have breached the Guarantee, We will choose to either repair the item or refund the price paid for the item, as ex-display items cannot be replaced with a full price item.
5.3 It is Your responsibility to check that ex-display items are in a satisfactory condition when placing Your Order and You must arrange for collection of the Goods within a reasonable time (usually within 7 days of Order).
6. Price and payment:
6.1 Full payment is required at the time the order is placed and Dreams Limited will collect this using the debit/credit card details supplied by the Buyer.
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. Delivery and collection
8.1 Delivery of the Goods will incur a separate charge of £4.95 if order value is less than £100.
8.2 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.
8.3 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.
8.4 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 contact Customer services for details.
8.5 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.
8.6 Delivery will be deemed to have taken place when the Goods have been delivered to the address set out in the Order. Delivery is 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.
8.7 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 £39 and our reasonable administration costs.
8.8 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.
8.9 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 7 (seven) days after Delivery.
8.10 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.
8.11 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 The Buyer may cancel the goods at any point after placing their order, but no later than 14 days from the day of delivery. Intention to cancel can be notified to Dreams Limited by:
Using the contact us form
Calling Customer Services on 0800 652 5090
Writing to us at Dreams Customer Services, Knaves Beech, High Wycombe, HP10 9YU
Contact us through the Dreams Help Centre
Made to Measure Items (see definitions) cannot be cancelled once the order has been accepted by Dreams Limited.
Due to the hygiene aspects associated with some items (e.g. mattresses, pillows, mattress protectors, duvets), we reserve the right to reject cancellation if these items have been used. This does not apply if the items in question are found to be faulty.
Buyers can open the packaging to inspect a product on delivery, but, if they are then rejected, the Buyer must take good care of the Goods until they are collected by Dreams Limited (or their agents).
The Goods must be unused, in their original condition and made available for collection at a time agreed with Dreams LTD. The collection date should not exceed 21 days from the cancellation date.
Dreams LTD will levy a collection charge of £39 for collection of the Goods. This will be deducted from the refund value of the Goods.
Alternatively the Buyer may return the Goods (at the Buyers cost) in their original condition and adequately packaged to prevent damage to:
Dreams Limited, Hallens Drive, Wednesbury West Midlands, WS10 7DD.
Following collection or return, if the Goods are found to be damaged (and the damage is not the result of our actions), Dreams will seek to recover the cost of remedying the damage from the Buyer
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 do not accept any responsibility for damage to Your property during Delivery other than damage due to Our negligence when Our liability is limited to Your direct costs to repair that damage.
15.2 Our total liability in connection with or arising from the Order, whether in negligence or otherwise, shall be limited to the value of the Goods.
15.3 We shall not be liable for any indirect or consequential losses, costs or expenses in connection with or arising out of the Order.
15.4 Nothing in these terms and conditions excludes or limits liability for death or personal injury caused by negligence, fraud or any other liability which may not otherwise be limited or excluded under applicable law.
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 652 5090;
(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.
19. Risk and Ownership:
Ownership of the Goods will only pass when cleared funds have been received from the Buyer, regardless of whether delivery has taken place.
20. Fraud Prevention:
Dreams Limited retains the right to investigate any order placed on this website or by phone that it suspects to be fraudulent. Any such order will not be delivered until it is proven that the order is bona fide. Should Dreams Limited be unable to prove that an order is bona fide or to contact the Buyer then the monies will be refunded to the original payment card used and the order will be cancelled.
For your protection, to ensure that your credit, debit or charge card is not being used fraudulently, we will validate your name, address and other personal information supplied by you during the order process against appropriate third party databases. By accepting these terms and conditions you consent to such checks being made. In performing these checks personal information provided by you may be disclosed to a registered Credit Reference Agency which may keep a record of that information. Please be assured that this is only done to confirm your identity.
A credit check is not performed and your credit rating will not be affected. All information provided by you will be treated securely and strictly in accordance with the Data Protection Act 1998.