Returns, Cancellations and Refunds

This policy applies to goods supplied by MHM Dreams Limited. It should be read with our Terms and Conditions of Sale.

Nothing in this policy limits your statutory consumer rights.

Change of mind

Your cancellation rights depend on what you purchased, how the contract was made and whether a statutory exception applies.

Where a statutory right to cancel a distance or off premises consumer contract applies, we will honour that right in accordance with applicable law.

Bespoke, made to measure and personalised goods

A statutory change of mind cancellation right does not apply where the applicable legal exemption for goods made to your specifications or clearly personalised applies.

This may include qualifying:

• made to measure blinds;
• made to measure curtains;
• furniture manufactured to customer specified dimensions;
• customer specific finishes or configurations; and
• other goods genuinely produced or personalised specifically for you.

We will identify the relevant bespoke or personalised nature of the order before accepting it.

Once an order of this type has been accepted, you should assume it cannot be cancelled merely because you change your mind.

This does not affect your rights if the goods are faulty, misdescribed or otherwise do not conform to the contract.

Ordinary goods specially ordered for you

Not every product ordered from a supplier after receiving your order is legally bespoke.

Where an ordinary product is not made to your specifications or clearly personalised, statutory cancellation rights will apply where the law provides them.

Other cancellations

If no statutory cancellation right applies but you want to cancel, contact us immediately.

We will assess whether procurement or production can reasonably be stopped and whether the goods can reasonably be returned or resold.

Where legally permitted, we may recover reasonable losses directly resulting from your cancellation. We will take account of costs avoided and reasonable opportunities to reduce the loss.

For genuinely bespoke goods already committed to production or procurement and which cannot reasonably be resold, the loss may be substantial.

We do not impose cancellation charges simply as penalties.

Faulty or misdescribed goods

If goods are faulty, not as described or otherwise fail to conform to the contract, contact us.

Consumer statutory remedies may include a refund, repair, replacement or price reduction depending on the circumstances.

Bespoke status does not remove these rights.

Damage on delivery

Please inspect goods as soon as reasonably practicable.

If you notice damage:

1. photograph the goods and packaging;
2. retain relevant packaging where reasonably practicable;
3. do not attempt an unnecessary repair or alteration; and
4. contact us promptly with your order reference.

Prompt reporting helps us preserve evidence and investigate transport damage. It does not impose an artificial deadline that removes statutory consumer rights.

Incorrect customer specifications

Where goods have been supplied correctly according to measurements, specifications, colours, quantities or other information provided or expressly approved by you, we will not normally treat an error in that customer supplied information as a defect in the goods.

Contact us nevertheless. Where reasonably possible, we may investigate whether an alteration, replacement or other commercial solution is available.

Any such solution may involve additional cost.

This does not apply where MHM made the relevant error.

Returns must be authorised

Before sending goods back, contact us so that we can establish the appropriate return arrangements.

Do not send goods to our registered office without written agreement.

The registered office is not a retail shop, showroom or general customer returns address.

Where MHM is legally responsible for return costs, we will make appropriate arrangements.

Where a consumer is responsible for return costs following a valid change of mind cancellation, the applicable pre contract information and legal rules will apply.

Refunds

Where a refund is legally due, it will be processed in accordance with applicable law.

We may make deductions only where the law permits them.

Contact

MHM Dreams Limited
[email protected]
WhatsApp: +44 7473 427 576