Returns, Exchanges and Refunds
For most of our products bought online, consumers (not businesses) have a legal right to cancel their contract with us if they change their mind or don’t like the product and receive a full refund as explained in more below.
As a customer-oriented business, we accept returns (only from consumers) within 14 days of your receipt of purchase, providing that the items/products are unused, undamaged, unwashed, returned complete, in perfect condition, and in their original packaging and together with all labelling and have all tags attached and sealed likewise you received them in a resaleable condition. Please not that, used, damaged, washed, unsealed (or tags, labels removed/tampered) items can not be returned and/or exchanged (except faulty items) for health protection, safety and hygiene concerns. You will lose your right to return the product and we reserve the right to refuse a refund if the products do not meet this standard. Right to return does not apply to customised goods and items that are sealed for personal hygiene reasons where they have been unsealed, used, washed, damaged, unsealed, unlabeled, untagged items as explained in our return and refund policy herein above.
If you wish to return an item, you have to notify us via e-mail to info@dreammaison.co.uk within 14 days of your purchase. We are not able to accept any items for return if 14 days have passed since you purchased the items. Any returned items should be arrived in full within 30 days of your purchase. You will lose your right to return the product and we reserve the right to refuse a refund if the products do not meet this standard and you are responsible for any loss or damage.
In order to complete your return and refund process, please provide a despatch note/proof of purchase or a receipt and order number, proforma invoice that comes with your parcel, your full name and address, e-mail address and a daytime telephone number, description of returning item (product name and quantity) and reason for return (i.e., not fit, changed my mind, wrong, damaged or faulty item, different colour, other) with a letter attached to your returning parcel. You can choose your returning alternatives via the Post Office or any courier. Please note that you are responsible for the cost of the postage for your return which will be at your own risk. For higher value returns, we recommend that you use a tracked service. Please also keep a copy of your proof of returning parcel/postage. We are responsible for the returning parcels only within the frame of our return policy. We regret that we cannot be held responsible for delays and/or losts or damaged items during postage. Postal returns are only for items bought online.
We will notify about your return and refund via e-mail once we receive and inspect your parcel as outlined above. Please note that refunds will be processed with your original payment method.
Exchanging is subject to the same returning process. We can't offer an exchange for items purchased online. Please initiate the return process given above and purchase the correct product you wish to buy by placing a new order online. Your new order will be sent to you directly and we will process your return according to our return and refund policy as soon as we receive the item.
Return address:
Returns
Dream Maison Ltd
1001, 10 Pegler Square
SE3 9GW, London UK
The above policy does not apply for faulty items. For faulty items, please initiate normal return procedure within 30 days of your purchase. We will exchange or refund upon your request. If your order is damaged when you receive it, please send us the details of damaged item(s), including several photos of the damage via e-mail as soon as you have received the item. Please note that, we will only pay/reimburse the standard return postages for faulty items. Upon our assessment, if the item is not faulty but has suffered from excessive wear and tear, misuse, or malicious damage, we will not offer a refund.
Please note that you will be responsible for return process (except a faulty item) comprises completing customs declarations to import the goods into the UK, UK Value Added Tax (20%- for goods £22 or more), variable import duty if this is the case from EU countries, US and ROW (rest of the world).
You can also cancel your order -without paying delivery costs- up to 24 hours of purchase as long as your order has NOT been processed and dropped off for shipment.
Please contact info@dreammaison.co.uk for assistance with your returns.
