Welcome to the Sweetdreams Terms and Conditions. These terms and conditions apply to the use of this website. By using or accessing our website and/or placing any orders you agree to be legally bound by these terms and conditions.
These terms relate to internet/telephone sales – showroom sales have a different set of terms and conditions which are given at the time of the order.
Any material downloaded or otherwise obtained through the use of this website is done at your own discretion and risk and you will be solely responsible for any damage to your own computer system or loss of data that results from the download of any such material.
We are pleased to accept orders by online transaction via our secure server. All credit/debit card transactions are subject to validation checks and are authorised by the card user. We accept MasterCard, Visa, Delta, Switch, Maestro and Solo. If the issuer of your card refuses to authorise payment to us, we will not be liable for any delay and/or non-delivery of your order. No orders will be accepted or processed without a valid card payment in the name of the registered card holder. The web price includes VAT at 20%.
The customer shall be responsible for determining that the goods sold and purchased are in accordance with the customer’s requirements and are fit for the customer’s purpose. The customer will also be held responsible for determining whether the dimensions of the goods are suitable.
Changes to an Order
In most circumstances it is not possible to make changes to your order once you have placed it, although we would ask you to contact us as soon as possible should you wish to do so. If you would like to add products to your order, please place a new order for these items.
If you need to change details of your delivery address, remove items from your order or cancel it completely, please contact our Customer Services team for advice on 01489 578856 between 9:00am and 5:00pm, 6 days a week or use our contact form. Please be ready to quote your order number and order date. If your order has already been despatched or delivered, then you will need to follow our Returns procedure.
All divan sets are delivered in 2 or 3 pieces, depending on the size ordered. Frames are delivered in boxes and require home assembly.
We endeavour to display as accurately as possible the colours of our products that appear on the website. However we cannot guarantee the complete accuracy of the pictures or photographs that are shown. Many conditions such as monitor settings and batching can affect the colouring of items in a picture.
All sizes are approximate.
We are only able to deliver on-line orders to you if you have a permanent address in the UK. We will endeavour to fulfil your order by the date set out in the e-mail by which your order was confirmed. Where this e-mail did not contain such a date we will endeavour to fulfil your order within the time scale advertised on the individual products on your order. All purchases must make allowance of the 14 days from date of dispatch for our carriers to fulfil the final delivery to your home.
You are responsible for providing a safe means of access from the public highway to the place of delivery. If the carriers delivery staff consider that access is unsafe then we will not deliver the goods until safe access is provided. Return charges will apply.
If you are unable, for whatever reason, to take delivery of your goods on the confirmed delivery date arranged you must inform us at least 2 working days in advance so that another date can be booked. If, through no fault of your own, our carriers cannot gain access on the date agreed, return charges will apply.
Should you not be available at the time of attempted delivery you will be left a card and details on so that you can contact the carriers and arrange redelivery yourself. If you do not contact the carrier within 48 hours the goods will be returned to us. In this instance charges will apply.
Time of delivery is not the essence in these terms and conditions. We will not be liable for any loss or damage suffered by you through any reasonable delay or delay due to unforeseen circumstances outside of the reasonable control of Sweetdreams or any reasonable rescheduling of delivery.
It items are received damaged please call us immediately on 01489 578856 and we will rectify the problems as soon as possible.
In the event that you may choose to have your goods delivered to your own 3rd party carrier – we will not accept any responsibility or liability for any damage to your goods. The forwarding delivery is at risk of the customer when using their own 3rd party carrier.
Returns, Refunds and right to cancel
In compliance with the Consumer Contracts Regulations you have a cooling off period where you may withdraw your order and therefore agreement with us. The cooling off period is up to 7 working days after you have placed the order with us. You must cancel your order in writing by either letter or e-mail. We must receive this within the 7 day period.
If the goods are returned for any other reason than being defective then you will be required to arrange and pay for the cost of returning the goods to us. Alternatively we will collect the goods and charge you the direct cost of collection.
The product must be in its delivered form and must not of been tampered with in any way, you are advised to wherever possible use the original packaging to protect the product on its return journey, unless assembled by the delivery team.
The product will be inspected on return to ensure that the product has not been tampered with and is complete. Please be advised that you do have a duty of care for the products during the period of cancellation of your order and collection of the goods.
Where a refund is to be paid we will refund any money received from you using the same method originally used by you to pay for the purchase. We will usually process the refund due to you as soon as possible and in any case within 7 days of the day we received your cancellation instruction.
Cancellation by Sweetdreams
We reserve the right to cancel or not accept an order if:
- We have insufficient stock to fulfil the order
- We do not deliver to your area
- One or more of the goods was incorrectly described or priced on our website
- The payment transaction is not authorised
- You fail to provide us with your real name, payment details, including card address and your delivery address if different from your card address, email address and contact telephone number
We will ask you to examine the goods in the presence of the delivery crew and if you finds the goods to be defective in any way this should be noted on the delivery documentation which will be relayed to our customer services department who will contact you in 48 hours.
If you are not entirely satisfied with your purchase please contact our customer service department on 01489 578856. We will try to resolve any issues that you have as quickly as possible and if necessary we will explain how to follow our complaints procedure.
For hygiene reasons, divan sets, pillows and mattresses cannot be returned or cancelled, unless in accordance with your legal rights e.g. if confirmed as defective by us. Once opened and used these items are excluded from a 14 day cooling off period.
You place the order on the website by pressing the “confirm order” button at the end of the checkout process. You will be guided through the process of placing an order by a series of instructions on the website.
An order acknowledgement e-mail will be sent to you detailing the products you have ordered. This is automatically generated and it is not an order confirmation or acceptance.
When your product is shipped from the warehouse you will receive a dispatch confirmation e-mail.
Order acceptance and completion of the contract between you and us will take place on the despatch to you of the products ordered, unless we have notified you that we do not accept your order, or you have cancelled it or if it is specially ordered items.
Contract Completion for Beds
The contract of sale will be deemed to be complete once the order confirmation email is successfully delivered to the customer’s mailbox and full payment has been received. Sweetdreams will send a separate order acknowledgement email to give an indication of the lead time to delivery. For example, many items take 10 – 14 days, but the lead time varies depending on many variables. Customers should understand that this lead time information is given in good faith and does not form part of the sales contract, should delivery for any reason take longer than anticipated.
Non-acceptance of an order may be a result of one of the following:-
- The product you ordered is unavailable from stock or discontinued by the manufacturer.
- Our inability to obtain authorisation for your payment.
- The identification of a pricing or product description error.
Comments and Complaints
If you wish to comment or complain about any aspect of your dealings with us please write to Sweetdreams, Mitchell House, Brook Avenue, Warsash, Southampton, SO31 9HP. We will reply within 5 working days of receipt. Alternatively telephone us on 01489 578856 between 9am and 5:15pm , Monday – Saturday.
Bespoke Items or Special Orders
Any products that are special order , bespoke or purchased in bulk are not subject to the cooling off period, we will have commissioned a supplier to make them specifically for you. This will include special order upholstery where a specific fabric has been specially ordered from a supplier to your order requirements.
The type of information that we will collect will include:- your name and title, known address, contract telephone numbers, e-mail address, order and payment details. Details may be forwarded securely to other parties in order to fulfil this order only. These will include delivery and payment partners.
You should be aware that if we are requested by the police or any other regulatory authority investigating suspected illegal activities to provide your personal information, we are entitled to do so.
Site content and disclaimers
Every effort is made to ensure the complete accuracy of our website, however some prices/details contained on the website may change from time to time and it is possible that errors will occur. We will use our best endeavours to rectify any errors, as swiftly as possible but we cannot be responsible for any losses incurred.
To the maximum extent permissible by laws, we exclude all warranties, express or implied as to the accuracy of the information contained in any of the materials on the website. We cannot accept liability for any particular material on the website or as a result of any use of or reliance placed upon the information contained on this website.
We aim to constantly improve and develop Sweetdreams for the benefit of all our customers, to allow this process to take place, we may occasionally:
- modify or withdraw, temporarily or permanently, this Website (or any part of it) with or without notice and/or
- change the Conditions from time to time, and your continued use of the Website (or any part of it) following such change will demonstrate your acceptance of such change
- alter or extend promotions at any time
Our total liability in regard to this contract shall be limited to the value of the goods.
- “buyer” means the consumer who buys or agrees to buy goods on this website
- “goods” means all products listed on the order
- “consumer” has the meaning given in section 13 unfair contract terms act 1977
- “Special items” mean any goods that are not held in stock by Sweetdreams and are ordered specifically for the customer