Terms & Conditions

When placing an order with serenedreambeds.co.uk you agree to be bound by the terms and conditions set out below. These terms and conditions are relevant to all products and services provided by serenedreambeds.co.uk. These terms and conditions do not affect your statutory rights as a customer

2. Cancellation

If you would like to cancel or amend your order, please contact serenedreambeds.co.uk at least 24 hours prior to delivery of the item.
Please allow up to 10 working days for the funds to show in your account from the point of cancellation assuming goods have not been dispatched.
If your order has already been dispatched with one of our couriers and you want to cancel the delivery you will be charged for the delivery expenses starting from £49.00 in order to reroute the goods. This includes rejecting delivery at the door unless agreed otherwise prior
to arrival.

3. Returns and Exchanges

Our beds are made to order, which means that we make them once the customer has chosen their desired design and colour. That is why we will be only liable if there is any damage to the product caused by us or if it is significantly different from what we have advertised.

You can return item within 7 days after delivery, however some provisions apply;

The goods must be in their original packaging

Any item that is already assembled cannot be returned unless the item is defective or incorrect, items must be returned unused.

Defective or incorrect item: if the item is defective or incorrect, we will need to verify this, please understand that liability is on you to provide clear images before
arranging a return or exchange. You will be required to provide images.

Incorrect and defective items will be replaced for you as long as sufficient evidence has been provided.

If the item has been damaged by yourselves or from incorrect use of the item, this will breach your warranty and we shall not replace the items

If there is nothing defective or incorrect with the item and you will like to return the item we can arrange a collection for you via our furniture delivery team at a cost from £49. The cost of receiving the goods, the collection service, will be deducted from your refund.

When arranging a collection service for damaged or faulty goods on the agreed date, it is important you are available on the date and time arranged. If collection is missed due to failure to be available, you will be liable for any further costs associated with collection.
We will not accept liability for items defective from fair wear and tear, damage by the consumer, negligence, or damage from a third party

We will also not be responsible for damage from failure to follow assembly instructions and repairs/alterations you have carried out in your personal capacity

All parts, fixtures and fittings must be returned, the cost for any damaged or missing parts will be recovered from the refund.

You forfeit the right for a refund if you dispose of the item before it has been collected or returned

Refunds are not issued prior to collection of goods.

4. Collections

Any collections will be from the original delivery address (unless otherwise agreed). The date for collection will be at our discretion.

Our courier service will only collect from the communal door and will not collect from any upper floors or lower floors e.g. basements.
If you require the courier service to collect from a room in your home we will not be liable for any negligence caused to you or your property. This is at your own accord and risk. We will not be liable for any damages.

If damage does occur and you do not oblige to the above policies and open a dispute, we can require a payment for wasted costs for collection

Allow up to 10 working days for the funds to be returned from the time of collection.

5. Description and Specification of Items

All images, drawings/illustrations, sizes and descriptions advertised on our website or on the product packaging are created to assist you with approximate idea of the items we provide on our website

We will make all efforts to match colours and stitching to all the finishes on the item, however in some instances colours and stitching may vary. Depending on the climate conditions colours may change slightly.

All images that are on the website are digitally created and therefore depending on the medium you are viewing them on and the settings, images may present themselves slightly differently.

6. Deliveries

We shall make all efforts to deliver the order within the time frame that has been requested or confirmed. Moreover we only provide estimates and not guarantees. However for reasons out of our control deliveries may get cancelled or may not be delivered and we shall rearrange for you

To prevent fraudulent transactions, if you would like to change the delivery address you will have to provide proof of ID that you are registered at the billing address. A utility bill, driving license or passport copy would suffice for us to change the address

It is discretion to change the address and we have the right to decline to change the address

Once the item is dispatched or routed the address cannot be changed and if you would like to change the address it may incur a charge for redelivery
We offer a FREE delivery service to Most parts of Mainland UK
The following postcodes are however chargeable; FK, KY, PH, DD, AB, IV, KW,

If you miss a delivery of an order that has been confirmed, you may incur a charge for a redelivery

If for any reason the courier service does not deliver your item, we will not be liable for any time taken off work or other costs occurred as a result.

When placing an order with us we do not accept any responsibility to any damage to your property during delivery or negligence caused by the couriers.

We will share your delivery details and contact information with its couriers. Our couriers will use your contact information to allow you to select a delivery date of your choice, call you a day prior to arrival and make bookings suitable to your needs.

We require all customers to leave an up to date mobile number and an email address to take advantage of this service.
We have most materials in stock to ensure such a quick delivery, on some very rare occasions delivery can take up to 21 working days for items or materials which are out of stock.

We use a specialist furniture carrier for over 95% of our deliveries, this ensures that you will receive your goods in perfect condition.

You would also receive an email and text message from the delivery team just prior to delivery on the day itself to give you notice of arrival.

On very rare occasions deliveries can be cancelled due to unforeseen circumstances for
which we are unable to compensate customers for cancelled appointments.

Goods are only sent with a standard courier if your area is not covered by our furniture delivery team, please ask if in doubt.

If you miss a delivery of an order that has been confirmed, you may incur a charge for a redelivery.
Please note, we do not take away your old mattress.
Delivery is Free and Fast to most parts of the UK however for some areas delivery can be longer.
Please be wary of a call and email from our couriers. Any calls or emails with no reply will only delay the delivery of your goods therefore it is important to provide us with up to date contact numbers. Please do not take time off work until you receive contact from our couriers. Contact is often by telephone call. Upon calling, the customer will be advised of the delivery date and most deliveries are all day appointments. Please do not email us until you have waited 10 working days from your order date.
Deliveries to following postcodes PA, KY, PH, DD, AB, IV, KW, PL, TR, can take 7 – 21 days
for delivery. These areas may also incur a delivery charge.
To return goods there is a collection charge starting from £49.00 unless agreed contrarily.
Items must be in their original packaging and condition.

Deliveries are made to the door step.
Goods are delivered flat packed for home assembly. We fully comply with the Distance
Selling Act 2000. We do not deliver to any off-shore locations.