Last updated: 12 September 2026

Overview

At Dream Lounge Furnishing we want you to be happy with your furniture. This policy explains your legal rights when buying from us online, and the additional returns window we offer on top of those rights.

Nothing in this policy affects your statutory rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or the Consumer Rights Act 2015.

In short:

  • Changed your mind? You have a legal right to cancel within 14 days of delivery, and we extend this to 30 days as a goodwill gesture.
  • Item faulty, damaged or not as described? You have up to 30 days to reject it for a full refund, and further rights after that. This applies to sale items too.
  • Made-to-order or bespoke items cannot usually be cancelled once production has begun, unless they are faulty.

Cancelling your order — your 14-day legal right

Because you are buying online, you have the right to cancel your order for any reason under the Consumer Contracts Regulations 2013. You do not need to give us a reason.

  • Your cancellation period starts the moment you place your order and ends 14 days after the day you (or someone you nominate) receive the goods. If your order is delivered in separate parts, the 14 days run from the day you receive the last item.
  • To cancel, simply tell us clearly before that period ends — by email to support@dreamloungefurnishing.co.uk, by phone or WhatsApp on +44 7423 505757, or by using the cancellation form at the end of this page. You may also write to us at the address below.
  • After cancelling, you then have a further 14 days to return the goods to us.

You are entitled to inspect and handle the goods as you reasonably would in a shop — for example, unwrapping a sofa and sitting on it to check comfort and size. We may reduce your refund if the goods have been handled beyond what is necessary to establish their nature, characteristics and functioning, and their value has fallen as a result.

We would prefer items to be returned in their original packaging where possible, as this protects them in transit, but keeping the packaging is not a condition of your legal right to cancel.

Our extended 30-day returns window

On top of your 14-day legal right, we offer a further goodwill period so that you have 30 days from delivery to change your mind. For returns made after day 14 and up to day 30, these goodwill conditions apply:

  • the item must be unused and in a resaleable condition;
  • it must be returned in its original packaging;
  • you must provide a receipt or other proof of purchase;
  • you are responsible for the cost of returning the item.

Where an item is returned in this goodwill period but is not in its original condition, is damaged, or has parts missing for reasons that are not our fault, we may offer a partial refund reflecting the reduction in value. This goodwill policy does not apply to faulty goods, which are covered separately below and are not time-limited in the same way.

Please do not send items back to the manufacturer. All returns must come to us.

Items that cannot be cancelled

The 14-day cancellation right does not apply to certain goods under Regulation 28 of the Consumer Contracts Regulations 2013, including:

  • furniture made to your specification or clearly personalised — for example, a sofa ordered in a fabric, size, configuration or finish chosen by you;
  • goods that have been inseparably mixed with other items after delivery;
  • sealed goods that are not suitable for return for health protection or hygiene reasons, such as mattresses or mattress toppers, once the seal or hygiene wrapping has been broken.

These exclusions never affect your rights if the item turns out to be faulty, damaged or not as described.

Faulty, damaged or misdescribed items

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If they are not, you have the following rights:

  • Within 30 days of delivery — you have the short-term right to reject the item and receive a full refund.
  • After 30 days and within 6 months — you can ask for a repair or replacement. If that is not possible, or does not resolve the fault, you can claim a refund or a price reduction. During the first 6 months it is for us to show that the item was not faulty when delivered, not for you to prove that it was.
  • After 6 months and up to 6 years (5 years in Scotland) — you may still have a claim under the Limitation Act 1980, though you may need to show that the fault was present at the time of delivery.

We pay the return or collection costs for any faulty, damaged or incorrectly supplied item. For large furniture, we will arrange collection rather than asking you to send it back yourself.

If your order arrives damaged, please tell us as soon as you reasonably can — ideally within 48 hours — and send photographs of the damage and the packaging to support@dreamloungefurnishing.co.uk. This helps us resolve things quickly and raise the matter with our courier, but contacting us later does not remove your legal rights.

Sale items

Sale, clearance and discounted items carry exactly the same legal rights as full-price items. If a sale item is faulty, damaged or not as described, you are entitled to a refund, repair or replacement in the same way. Your 14-day right to cancel also applies to sale items.

Where an item has been reduced because of a specific fault or cosmetic imperfection that we described to you before purchase, you cannot claim a refund for that particular fault — but you can for any other problem.

Return and delivery costs

  • Faulty, damaged or wrong item: we cover all return and collection costs, and refund your original delivery charge in full.
  • Cancelling within 14 days: we refund the price of the goods plus the standard outbound delivery charge you paid. If you chose a more expensive delivery option, such as a premium or timed slot, we refund up to the cost of our standard service. You are responsible for the cost of returning the goods to us.
  • Returning between day 15 and day 30 under our goodwill policy: you are responsible for the return cost, and the original delivery charge is not refunded.

If you would like us to arrange collection of a large item you are returning by choice, we can do so and deduct the collection cost from your refund. We will confirm that cost to you in writing before collection.

If you are returning an item yourself, we recommend using a tracked service and keeping proof of postage, as we cannot be responsible for items lost in transit on their way back to us. For higher-value items you may also wish to consider transit insurance.

Refunds

Once we receive your returned item we will inspect it and email you to confirm that it has arrived, and to let you know whether your refund has been approved.

Refunds are made to the original payment method. Timescales are:

  • Cancellations under the Consumer Contracts Regulations: within 14 days of us receiving the goods back, or within 14 days of you providing proof that you have sent them, whichever is earlier. Where we have not yet dispatched the goods, within 14 days of you telling us you are cancelling.
  • Faulty goods rejected within 30 days: without undue delay, and in any event within 14 days of us agreeing that you are entitled to a refund.
  • Goodwill returns after day 14: within 14 days of us receiving and inspecting the item.

We do not charge a fee for issuing a refund. Once we have processed it, your bank or card provider may take a few additional working days to show the money in your account.

Late or missing refunds

If we have confirmed your refund but you have not received it, please check your bank account or card statement again, then contact your bank or card provider, as there is often a processing delay at their end. If you have done this and the refund still has not appeared, contact us at support@dreamloungefurnishing.co.uk and we will chase it up for you.

Exchanges

If your item is faulty or damaged and you would prefer a replacement rather than a refund, email support@dreamloungefurnishing.co.uk with your order number and photographs and we will arrange it, including collection of the original item, at no cost to you.

If you have simply changed your mind and want a different item, colour or size, the simplest route is to return the original under the cancellation or goodwill process above and place a new order. Delivery times for replacements vary depending on stock and your location, and we will tell you the expected date when we confirm the exchange.

Gifts

If an item was marked as a gift at the time of purchase and shipped directly to you, we can issue a gift credit for the value of the returned item once we receive it, and we will email the gift credit to you.

If the item was not marked as a gift, or the buyer had the order delivered to themselves to pass on to you later, any refund will be issued to the original purchaser and to their original payment method, which means they will be aware of the return.

Please note that the legal rights described in this policy belong to the person who bought the item, as they are the party to the contract with us. We will always try to help the recipient of a gift where we can.

How to return an item

  1. Email support@dreamloungefurnishing.co.uk or message us on +44 7423 505757 with your order number and, where relevant, photographs.
  2. We will confirm the return address and, for large items or faulty goods, arrange collection.
  3. Package the item securely, using the original packaging if you still have it.
  4. Send it to the address below, or wait for the collection we have arranged.

Returns address:
Dream Lounge Furnishing
Blackburn
United Kingdom

Please contact us before sending anything back, so we can make sure your return reaches the right place and is processed without delay.

Model cancellation form

You do not have to use this form, but you may find it convenient. Complete it and return it to us if you wish to cancel your order.

To: Dream Lounge Furnishing, [INSERT STREET ADDRESS], Blackburn, [INSERT POSTCODE], United Kingdom — support@dreamloungefurnishing.co.uk

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:

Ordered on / received on:
Order number:
Name of consumer:
Address of consumer:
Signature (only if this form is sent on paper):
Date:

If you are not happy

If you are unhappy with how we have handled a return or refund, please contact us first so that we can put it right. If we cannot resolve it between us, you can seek free advice from Citizens Advice on 0808 223 1133 or at www.citizensadvice.org.uk.

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