Cancellation & Returns Policy

1) Cancelling an order

• Before your order ships: you can cancel free of charge for a full refund by contacting us on WhatsApp or through customer service with your order number.
• After your order ships: the order can no longer be changed, and it is handled under the return terms in section (2).
• If you refuse the delivery after it has left our warehouse, the actual shipping cost (SAR 38) is deducted from your refund.

2) Returns within 15 days

You can return any product within 15 days of receiving it, on these conditions:

• The product is unused and unwashed.
• It is in its original packaging, in its original condition, with all labels and inserts.
• It comes with the order number or the invoice.
• Sets and bundles: a single piece cannot be returned on its own — the whole set comes back. If any piece of the set has been used, the whole set can no longer be returned.

Shipping: SAR 38 is deducted from the refund — the actual cost of shipping the return both ways.

3) When is a return free?

We cover the full shipping cost and deduct nothing in two cases:

• A manufacturing defect — section (5).
• A damaged product, or one different from what you ordered — section (6).

4) Products that cannot be returned

For hygiene reasons, and in line with e-commerce regulations, returns are not accepted on:

• Towels and bathrobes once the original packaging has been opened.
• Pillows, cushions and duvets once the original packaging has been opened.
• Final clearance products.
• Products damaged through misuse or improper storage.

Note: these exceptions apply to ordinary returns only. They do not affect your quality guarantee in section (5) if there is a manufacturing defect.

5) Quality guarantee — 30 days (manufacturing defects, even after use)

We stand behind the quality of our products. If a manufacturing defect appears within 30 days of delivery, we replace the product or refund it in full — even if it has been used or washed — and Dream United pays the shipping.

The guarantee covers

• Loose or unfinished stitching.
• Edges or trims coming apart.
• Holes or missing threads in the fabric.
• A size that differs from the one stated on the product page.
• Filling escaping through the seams.
• Colour running from the first wash when the care instructions were followed.

The guarantee does not cover

• Shrinkage from washing hotter than recommended.
• Stains from chlorine or bleach.
• Matted or rough pile from fabric softener or high-heat drying.
• Pulled threads from friction or fingernails.
• Colour change from washing with other colours or long exposure to sunlight.
• Scorch marks from an iron.
• Tears or damage caused by misuse.

The guarantee applies provided the care instructions supplied with the product — also shown under “Washing & care” on its page on our website — were followed.

How to claim: send your order number with clear photos of the defect by WhatsApp or email, and we will reply within 3 business days after inspection.

6) Damaged in transit or wrong item

If you receive a damaged product, or one different from what you ordered:

• Tell us within 48 hours of delivery, with clear photos of the product and the packaging.
• We replace it free of charge and cover the full shipping cost.

7) Exchanges

• You can exchange for a different size or colour within 15 days of delivery, under the same product-condition terms as section (2).
• A SAR 38 shipping fee applies, unless the exchange is because of a manufacturing defect or an error in the order.
• If the price is different, the difference is charged or refunded accordingly.

8) Refunds

• Refunds go back to the payment method used for the purchase.
• The refund is issued within 5 business days of the product arriving and being inspected at our warehouse.
• It can take a further 3 to 10 business days to appear in your account, depending on your bank or payment provider.
• For purchases made with instalment services (Tabby / Tamara), the payment plan is adjusted directly with the provider.
• Cash-on-delivery fees, where charged, are not refundable.

9) How to request a return or exchange

• Contact us on WhatsApp or by email with your order number and the reason, plus photos where needed.
• We reply within 24 working hours with confirmation and the shipping waybill.
• Pack the product securely in its original packaging and hand it to the courier.
• Once the product arrives and has been inspected, we start the refund or exchange straight away.

10) Contact us

WhatsApp: 966543830550

Email: info@dream-united.com