Refund policy

Refund Policy

We want you to be happy with your purchase. We also know that buying something this big online means taking a small leap of faith, so here is exactly how returns work.

RETURN WINDOW

DreamDunk accepts returns and exchanges of items purchased on our website within 30 days of delivery, subject to the conditions below. Items cannot be returned or exchanged more than 30 days after delivery.

PLEASE READ BEFORE YOU INFLATE IT

A DreamDunk bed is slept in. Once a bed has been inflated and used it cannot be resold, so it is not eligible for return.

Returns are therefore accepted only for beds that are unused, with the sealed inner packaging intact.

If you have opened the outer box but have not opened the sealed bag or inflated the bed, contact us before sending anything back and we will tell you whether it still qualifies. If you inflated it briefly to check the colour and nobody has slept on it, e-mail us and describe exactly what happened — we will look at it case by case and tell you honestly where you stand.

RETURN CONDITIONS

To be accepted, a return must meet all of the following:
- the bed is unused, with the sealed inner packaging intact;
- there are no signs of use, damage, dirt, marks, moisture or odour;
- all original packaging and accessories are included — the mattress, the backboard and rim, the foam balls, the patch kit and the carry bag;
- you can provide your order number or the order confirmation email.

Any sign of use or damage will invalidate the return.

HOW TO START A RETURN OR EXCHANGE

E-mail customer.dreamdunk@outlook.com with your order number and the reason for the return or exchange. We will reply with instructions. Please do not send anything back before you have received those instructions — unannounced returns cannot be processed.

Once a return is approved, please send the item back within 14 days.

WRONG COLORWAY

If you ordered the wrong city and the bed is still unused with the seal intact, we will exchange it. Tell us which colorway you meant to order when you e-mail us and we will sort it out.

RETURN SHIPPING

You are responsible for the cost of return shipping and for packaging the item securely. This is a large parcel, so please keep the original box if you think you may return it. We recommend a tracked service, as we cannot guarantee that we will receive an untracked return. Items damaged in return transit may have their refund reduced or refused.

REFUNDS

Once your return is received and inspected we will e-mail you to confirm that it has arrived and whether the refund has been approved or rejected. Approved refunds are issued to your original payment method, normally within 14 days of us receiving the item.

LATE OR MISSING REFUNDS

Banks and card providers usually need a further 2–3 business days to post a refund. If more time than that has passed and you still have not seen it, e-mail us at customer.dreamdunk@outlook.com and we will look into it.

DAMAGED, DEFECTIVE OR INCORRECT ITEMS

If your order arrives damaged, defective or incorrect, e-mail customer.dreamdunk@outlook.com within 48 hours of delivery with a photo of the item and the packaging. We will arrange a free replacement or a full refund at no cost to you.

Please report it within that 48-hour window. We use the carrier's delivery timestamp when reviewing damage claims, and claims raised long after delivery may not be possible to honour.

A NOTE ON SLOW LEAKS

Every bed ships with a repair patch kit, and a slow leak in the first weeks is almost always a pinhole rather than a fault. Inflate the bed, brush soapy water over the seams, watch for bubbles, dry the area and apply a patch. If that does not solve it, e-mail us with a photo and we will replace the bed.

GIFTS

If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of the return once the item has been received and inspected. Follow the same steps above to start the return.

EXCLUSIONS

We cannot accept returns of beds that have been used, items returned without their original packaging, or items damaged by use contrary to the instructions — including damage caused by jumping on the bed, by shoes, buckles or zips on the mattress, or by inflating the bed beyond firm.

FEEDBACK

We would love to hear your feedback, questions or concerns. E-mail us at customer.dreamdunk@outlook.com — we read everything.