Elite Dreams Ltd. – Delivery, Returns, Refunds, Warranty & Cancellations Policy

Last Updated: October 13th, 2025

At Elite Dreams Ltd., we pride ourselves on delivering high-quality beds, mattresses, and furniture with complete transparency, fairness, and compliance with UK consumer protection laws. This policy outlines everything you need to know about delivery, cancellations, returns, refunds, faults, repairs, inspections, and product guarantees.

1. Delivery Policy

1.1 Delivery Times

Delivery times vary depending on the item type:

Standard products: 3–10 working days
Custom-made beds / made-to-order products: 2–5 weeks (depending on materials and production schedules)

You will be updated with estimated delivery dates after order confirmation.

1.2 Delivery Areas

We currently deliver across mainland UK.
Delivery charges may vary depending on postcode and product size.

1.3 Delivery Conditions

Please ensure there is safe access into your property. Drivers cannot:

Remove windows/doors
Move personal furniture
Deliver through dangerous or narrow access points

If access is not possible and delivery must be rescheduled, a redelivery fee may apply.

2. Cancellation Policy

2.1 Cancelling Before Delivery

Standard items: You may cancel before dispatch for a full refund.
Custom-made / made-to-order items: Once production has begun, cancellations are not permitted, except for damaged or faulty goods.

This aligns with the Consumer Contracts Regulations (CCR) exemptions for bespoke furniture.

3. Returns Policy

3.1 Standard Items – 14-Day Return Window

You may return standard, non-custom items within 14 days of delivery, provided they are:

Unused
Unopened
In original packaging
In fully resalable condition

Returns outside these conditions cannot be accepted.

3.2 Mattresses Return Policy

For hygiene and health & safety reasons:

Unopened mattresses in sealed packaging can be returned within 14 days.
Opened or used mattresses cannot be returned unless faulty or not as described.

This is standard across UK bed retailers.

3.3 Custom, Made-to-Order & Bespoke Beds

Returns are not accepted unless the item is faulty or incorrectly manufactured.

We cannot accept returns because of:

Change of mind
Incorrect measurements provided by the customer
Colour/fabric preference changes

These products are made specifically for you and are exempt from cancellation rights under CCR.

3.4 Condition of Returned Goods

Returned items must be:

Free from stains, dirt, odours, pet hair
Undamaged
Unassembled
In the original packaging (where applicable)

Items failing these conditions will not qualify for refunds.

4. Collection & Return Charges

For non-faulty returns:

A collection fee of £40–£80 per item applies
Exact cost depends on item size & your postcode
Fees do not apply for faulty items

Collection charges match standard industry practice (Dreams, Bensons, DFS, etc.).

5. Faulty, Damaged or Incorrect Items

5.1 Reporting Damage

If your item arrives damaged, incomplete, or not as described, please notify us within 48 hours of delivery.

We may request:

Photos
Videos
Evidence of packaging
Description of the fault

5.2 Remedies for Faulty Items

Under the Consumer Rights Act 2015, you may be entitled to:

Repair
Replacement
Partial refund
Full refund (if repair/replacement is not possible)

5.3 Inspection

In some cases, we may arrange:

Technician inspection
Product collection
Assessment at a service centre

If the fault is confirmed, we will proceed with the appropriate remedy.

If no manufacturing defect is found, return/inspection charges may apply.

6. Refund Policy

6.1 Processing Time

Refunds are issued:

Within 5–10 working days after collection and inspection
To the original payment method

6.2 Deductions (Where Applicable)

Deductions may apply for:

Collection fees (change-of-mind returns)
Damage to goods
Missing packaging
Excessive handling

You will be notified before processing any adjustments.

7. Exchange Policy

Exchanges are available for:

Standard, non-custom items
Unopened, unused mattresses
Items returned within the eligible time frame

Exchanges are not available for:

Custom-made beds
Opened mattresses
Damaged goods (unless faulty)

Collection and re-delivery fees may apply for exchanges.

8. Product Warranty / Guarantee

8.1 Warranty Coverage

Most Elite Dreams products come with a Manufacturer’s Warranty covering:

Structural defects
Manufacturing faults
Issues with materials
Frame or stitching defects (for beds)

Warranty does not cover:

Misuse or accidental damage
Incorrect assembly
Wear & tear
Mattress softness changes over time
Damage caused by inadequate support (e.g., used without proper base)

8.2 Mattress Settlement

A small amount of settlement or indentation is normal (typically up to 2–3 cm) and not considered a manufacturing fault.

9. Items Not Eligible for Return or Refund

We cannot accept returns for:

Used mattresses
Custom-made beds or headboards
Assembled items (unless faulty)
Products without original packaging
Items damaged after delivery
Incorrect measurements provided by customer
Items stained or marked after use
Change-of-mind returns outside 14 days
Items stored in damp or unsuitable conditions

10. Customer Responsibilities

Customers are responsible for:

Providing correct contact & address details
Ensuring adequate access for delivery
Inspecting goods on arrival
Following assembly, care, and maintenance instructions
Returning items in proper packaging

11. Your Consumer Rights

Nothing in this policy affects your statutory rights under:

Consumer Rights Act 2015
Consumer Contracts Regulations 2013
Consumer Protection Act 1987

You always have the right to goods that are:

Of satisfactory quality
Fit for purpose
As described

12. Contact Us

For all queries related to delivery, returns, refunds, faults, cancellations or warranty matters:

Elite Dreams Ltd.
Email: cutomercare@elitedreams.co.uk
Website: https://elitedreams.co.uk

Refund and Returns Policy