Returns

Returns & Refunds

We want you to love your purchase. If something isn't right, we're here to help.

Bespoke Made-to-Order Products

As all Hartley Dreams products are made to your individual specification, they are excluded from the standard 14-day right of withdrawal under the Consumer Contracts Regulations 2013, Schedule 3. You may cancel free of charge within 24 hours of placing your order. After 24 hours, a £75 cancellation fee applies as your order will be in production. This does not affect your statutory rights under the Consumer Rights Act 2015.

Access & Room Size — Your Responsibility

Please ensure you have checked that your chosen product will fit through your doorways, hallways, and staircase, and that it fits your bedroom, before placing your order. Hartley Dreams is not responsible if an item cannot be delivered into your home due to access restrictions or does not fit your room. We are unable to accept returns on this basis. Please refer to our size guide before ordering.

Faulty / Damaged Items

Full remedy under CRA 2015

Collection Fee

Free over £2,000 · £75 under £2,000

Cancelling Your Order

Can I cancel my order?

You may cancel your order free of charge within 24 hours of placing it by contacting us at info@hartleydreams.com or calling +44 7356 050616. After 24 hours, your order will have entered production and a £75 cancellation fee applies. Because every Hartley Dreams product is made to your individual specification, your right of withdrawal under the Consumer Contracts Regulations 2013 does not apply once production has commenced (Schedule 3, para 3). This does not affect your statutory rights under the Consumer Rights Act 2015.

Faulty or Damaged Items

What if my item arrives faulty or not as described?

If your item is faulty, damaged in transit, or not as described, you have full statutory rights under the Consumer Rights Act 2015. Please contact us within a reasonable time of discovering the fault at info@hartleydreams.com. We will arrange a repair, replacement, or refund as appropriate.

Who covers the cost of collection?

For orders over £2,000 — we arrange and cover collection at no cost to you.
For orders under £2,000 — a £75 collection fee is deducted from your refund. The same fee applies if you are exchanging your item.

Please note: The £75 collection fee does not apply where the item is faulty, damaged in transit, or not as described. In those cases, we will arrange and cover collection free of charge regardless of order value.

What condition must the item be in?

Items must be returned in their original, undamaged condition — unused, clean, and in good order. If the item is returned with damage such as torn fabric, stains, or structural issues caused after delivery, we reserve the right to make a deduction of up to 75% of the product value from your refund, depending on the extent of the damage.

When will I receive my refund?

Refunds are processed to your original payment method within 5–7 working days of the item being collected and inspected. You will receive a confirmation email once your refund has been issued.

Damage on Delivery

Report damage within 48 hours

Please inspect your order carefully upon delivery. If you notice any damage, you must report it to us within 48 hours of delivery by emailing info@hartleydreams.com with photos or video of the issue. Damage reported after 48 hours cannot be accepted as a delivery claim and will be treated as damage occurring after delivery.

Failed Deliveries

If our delivery team is unable to complete your delivery due to access restrictions, nobody being present, or circumstances not disclosed at the time of ordering, a £75 failed delivery fee will apply to cover redelivery costs. Please ensure someone is available to receive your order and that access to your property is clearly communicated at the time of purchase.

Your Statutory Rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013. If you believe your product is faulty or not as described, you have additional rights beyond this returns policy. Contact us and we will advise accordingly.

Ready to start a return or have a question?