Returns, Refunds & Warranty Policy

1Changing or Cancelling an Order

1.1 Before dispatch

Please contact us as soon as possible if you wish to cancel or change an order. If the order has not entered dispatch, we will cancel it and refund sums paid. If it has already been dispatched, the return provisions below apply.

1.2 Your 14-day right to cancel an online purchase

For most goods bought online, you may cancel without giving a reason by telling us within 14 days after the day on which you, or a person nominated by you, receives the goods. If an order is delivered in separate lots on different days, the period runs from the day after the last lot is received.

After notifying us, you must send the eligible goods back without undue delay and no later than 14 days after the day you told us that you wished to cancel.

1.3 How to cancel

Email support@audreamy.co.uk with your name, order number, the goods you wish to return and a clear statement that you are cancelling. You may use the model cancellation form in Section 6, but you do not have to.

1.4 Exceptions to the right to change your mind

Where the hygiene exception applies, the product page, packaging or hygiene protection will identify it clearly. Ordinary inspection of unopened goods is different from actual personal use.

Mattresses, bed frames and recliners are personal health and sleep products. A vacuum-compressed mattress cannot be returned because you have changed your mind once its vacuum packaging has been opened, or once it has been slept or laid on, had bodily contact or otherwise been put into personal use. Bed frames and recliners cannot be returned because you have changed your mind once they have been assembled or put into personal domestic use.

These exceptions apply only to change-of-mind cancellation. They do not affect your rights if goods are faulty, damaged, unsafe, not as described or otherwise do not conform to the contract.

2Condition, Inspection and Use

2.1 Reasonable inspection

You may handle goods only as much as reasonably necessary to establish their nature, characteristics and functioning, broadly as you could in a shop. Please keep all parts, instructions and reusable packaging and take reasonable care of the goods while they are with you.

2.2 Mattresses

You may inspect the mattress while its vacuum-compressed packaging remains sealed. Once the vacuum-compressed packaging has been opened, or the mattress has been slept or laid on, used with bedding, exposed to bodily contact or otherwise put into personal use, it is not eligible for a change-of-mind return. This restriction applies for health-protection and hygiene reasons and also applies if the mattress appears clean or was used only briefly.

2.3 Bed frames

You may inspect the unopened or unassembled components, finish and dimensions with reasonable care. A bed frame is treated as used once it has been fully or partly assembled for use, had a mattress or bedding placed on it, been slept on, installed, modified or used domestically. Used or assembled bed frames are not eligible for a change-of-mind return.

2.4 Recliners and upholstered seating

You may visually inspect an unused recliner before putting it into service. Once it has been assembled for use, sat or reclined on, slept in, operated for personal comfort, or exposed to body contact, stains, odours, smoke, pets or domestic use, it is treated as used. For health-protection and hygiene reasons, used recliners and upholstered seating are not eligible for a change-of-mind return.

2.5 New Products Only – Used Goods Cannot Be Returned

If a used or assembled product is sent back without prior authorisation, we may refuse delivery or require you to pay the reasonable cost of returning it to you.

Where a statutory cancellation right applies despite the condition of the returned goods, we may make an evidence-based deduction for any loss in value caused by handling or use beyond what is reasonably necessary to inspect the goods. This does not create a change-of-mind return right for goods that fall within a statutory health-protection or hygiene exception.

3Returns, Collection and Refunds

3.1 Return authorisation and designated address

Before returning any goods, please contact us for return authorisation, the correct designated return warehouse address and, for large goods, available collection arrangements. Do not send goods to our business or correspondence address unless we have expressly confirmed in writing that it is the correct return address.

Returned goods must include your order number or return reference and must be packaged securely enough to prevent transit damage.

3.2 No customer drop-ins – warehouse safety

For health and safety reasons, customers and other unauthorised members of the public must not enter or attempt to enter any warehouse, yard, loading bay or operational area. Our warehouses do not provide a public reception area, customer handover point, visitor induction or escort service, or a pedestrian route intended for public access. Warehouse staff are not authorised to admit customers or accept returns handed over by customers at the premises. An email approving a return does not grant permission to visit or enter a warehouse.

Returns must be delivered to the designated return warehouse by a postal operator, courier or other suitable professional carrier, or collected through a service arranged or approved by us. Carrier personnel remain subject to the warehouse operator's site-access and safety procedures. Any attempted customer drop-in may be refused and will not be treated as delivery of the returned goods.

Anyone who attends a warehouse without express permission will be asked to remain outside the operational site or to leave and must follow all instructions given by site management or security personnel.

3.3 Carrier and tracking information

For eligible change-of-mind returns of products other than mattresses, we do not provide a prepaid return label. You must arrange and pay for a suitable professional carrier to deliver the goods to the designated return warehouse. The carrier must be capable of safely transporting the type, size and weight of the product.

For an eligible mattress return, please contact us before making any arrangements. Because mattresses require suitable handling, we may arrange or approve a specialist collection service. Where the return is a change-of-mind return and we informed you of the applicable cost before purchase, you remain responsible for the direct collection cost, which may be paid in advance or deducted from your refund.

Unless we arrange collection, you must use a suitable tracked delivery service and promptly provide us with the carrier's name, tracking or consignment number and proof of dispatch. Please keep that evidence until your refund has been completed. For bulky or high-value goods, the service should also provide adequate carriage protection or insurance.

If tracking information is not provided, we may be unable to identify or verify the return until it is received and matched to your order. Failure to provide tracking information does not remove any statutory right where you can provide other satisfactory evidence that the goods were sent to the designated return address.

3.4 Return costs for change-of-mind cancellations

You are responsible for the direct cost of returning change-of-mind goods where we informed you of that responsibility before the contract was made. Large items such as mattresses, bed frames and recliners may require a specialist carrier. The applicable return or collection cost, or a reasonable estimate where it cannot be calculated in advance, will be shown before purchase and confirmed in your order information.

If we arrange collection for you, we may deduct the direct collection cost disclosed before purchase from your refund. This is not a restocking or administration fee.

3.5 Faulty, damaged or misdescribed goods

If goods are faulty, damaged on delivery, misdescribed or otherwise do not conform to the contract, contact us promptly. We will bear reasonable return or collection costs where the law requires us to do so.

The change-of-mind return-label and return-cost rules in Sections 3.3 and 3.4 do not apply where the law requires us to bear the reasonable cost of returning faulty, damaged, incorrect or misdescribed goods. Depending on the product and circumstances, we may provide a prepaid label, arrange collection or reimburse an agreed reasonable return cost.

Photos or video can help us diagnose and resolve a problem quickly. For visible delivery or unboxing damage, please send clear images of the goods, packaging and shipping label and, if available, an unboxing video. An unboxing video is helpful but is not an absolute condition of your statutory rights.

3.6 Refund amount and timing

For an eligible statutory cancellation, we will refund the price paid and the cost of our least expensive standard outbound delivery option. Any additional amount paid for premium or expedited delivery is not refundable unless required by law.

We will refund you without undue delay and no later than 14 days after the earlier of:

• the day we receive the returned goods; or
• the day you provide evidence that you have sent them back.

We will use the same payment method used for the original transaction unless you expressly agree otherwise, and we will not charge a refund fee.

4Your Rights When Goods Are Faulty

Goods must be of satisfactory quality, fit for purpose and as described. This policy and our commercial warranty do not limit your statutory rights.

• First 30 days: where the legal conditions are met, you may have a short-term right to reject faulty goods for a refund.
• After 30 days: you may normally require a repair or replacement in the first instance.
• If repair or replacement is impossible, unsuccessful or not provided within a reasonable time and without significant inconvenience: you may be entitled to a price reduction or a final right to reject, subject to the law.
• Faults appearing within six months: the fault is generally presumed to have been present at delivery unless we show otherwise or that presumption is incompatible with the nature of the goods or fault.

Normal wear and tear, accidental damage, misuse, improper assembly, failure to follow care instructions, comfort preference and damage caused after delivery are not manufacturing faults.

5Commercial Warranty

5.1 Coverage

Unless the product listing states otherwise, Audreamy provides a 12-month commercial warranty on most goods. Some mattresses have a longer limited warranty; the duration stated on the relevant product page and in your order information at the time of purchase applies. This warranty is additional to, and does not replace or restrict, your statutory rights.

The warranty covers manufacturing faults, faulty materials and structural defects arising during normal domestic use, subject to the exclusions below and any product-specific warranty terms supplied with the goods.

5.2 Mattress requirements and exclusions

A mattress must be used on a suitable, supportive and correctly sized bed frame, platform or base and maintained in accordance with the care instructions.

The commercial warranty does not cover normal wear and tear; expected softening or body impressions within stated tolerances; comfort or firmness preference; stains; odours; mould or moisture damage; burns; cuts; accidental damage; misuse; improper setup; pet damage; infestation; or damage caused by an unsuitable base.

5.3 Making a claim

Email support@audreamy.co.uk with your order number, product name, a description of the issue and clear photos or video showing the issue. We may reasonably request further information or an inspection to assess the claim.

Please do not dispose of or return the goods until we have provided instructions. This does not prevent you from exercising a statutory right.

6Model Cancellation Form

Complete and return this form only if you wish to cancel the contract. You may instead send any other clear cancellation statement.

7Contact Information

Email: support@audreamy.co.uk

Business and correspondence address:
AUCHAMPX GROUP CO., LIMITED, trading as Audreamy
Harcourt, Halesfield 15
Telford, TF7 4LE
United Kingdom

Please contact us before returning goods. The correspondence address above may not be the correct warehouse return address.