Refund policy
This policy explains when and how you can return something you bought from Dream Decor Supply, and how refunds work. It forms part of our terms of service.
Return window
You may request a return within 30 days of receiving your order. Requests made after that window cannot normally be accepted.
Condition of returned items
To be accepted, an item must be unused, in the same condition you received it, and in its original packaging with any tags, manuals and accessories included. We may reduce or decline a refund where an item comes back damaged, incomplete, or showing more wear than a reasonable inspection would cause.
Items we cannot take back
- Items made to your specification or clearly personalised.
- Sealed goods that have been unsealed after delivery and cannot be returned for hygiene reasons.
- Gift cards.
- Items marked as final sale or clearance at the time of purchase.
How to start a return
Email support@dreamdecorsupply.com with your order number, the items you want to return, and the reason. We will reply with the return address and instructions.
Please do not send anything back before you have heard from us. Parcels returned without an agreed return, or sent to an address other than the one we give you, may not be received or refunded.
Who pays for return shipping
You pay the cost of returning an item when the return is a change of mind. We pay when the item arrived damaged, faulty, or was not what you ordered.
We recommend a tracked service. Until a returned parcel reaches us it remains your responsibility, and we cannot refund a return we never receive.
Refunds
Once your return arrives and has been inspected, we will email you to confirm whether it has been approved. Approved refunds go back to your original payment method within 3 business days of the return reaching us. Your bank or card issuer may take a further 5 to 10 business days to show the money in your account.
Where a return is a change of mind, we refund the price of the goods. Original shipping charges are not refunded unless the return is due to our error or a faulty item.
Exchanges
The fastest way to swap an item is to return the original for a refund and place a new order, so you are not waiting on stock. If you would prefer a direct exchange, email us and we will tell you whether it is possible for that item.
Damaged, faulty or incorrect items
Inspect your order when it arrives. If anything is damaged, faulty, or not what you ordered, email support@dreamdecorsupply.com within 7 days of delivery with your order number and photographs of the item and its packaging. We will arrange a replacement or a full refund, including shipping, at no cost to you.
Please keep the original packaging until the matter is resolved, as carriers sometimes require it for a claim.
Cancelling before dispatch
If your order has not yet been dispatched we can usually cancel it and refund you in full. Email us as soon as possible with your order number.
Late or missing refunds
If we have confirmed your refund and it has not appeared after 10 business days, check with your bank or card issuer first, since processing times sit with them. If it still has not arrived, contact us and we will trace it.
Consumers in the EU and UK
If you are a consumer in the European Union or the United Kingdom, you also have a statutory right to withdraw from your purchase within 14 days of receiving it, without giving a reason. That right exists alongside this policy and is explained on our right of withdrawal page. Nothing in this policy limits your statutory rights.
Contact
Email support@dreamdecorsupply.com, or use our contact page. We answer seven days a week, 8am to 5pm Eastern Time, and reply within 24 to 48 hours.