Refund policy

Refund & Returns Policy

At Dreamers, we’re committed to making your shopping experience smooth, fair, and transparent. Please take a moment to review our updated policy regarding returns, refunds, and cancellations:

1. Refunds Exclude Shipping Costs

  • All refunds exclude the original shipping cost our company covered to send your order.

  • Customers are responsible for return shipping costs.

  • Returns must be sent back in their original condition and packaging.

  • A $3.00 handling fee will be deducted per return to cover warehouse labour and processing.

2. Refunds for Orders Over $100

For full refund requests on orders valued at over $100:

  • The first $100 will be refunded to your original payment method.

  • Any remaining balance will be issued as store credit.

This helps us keep shipping affordable and support all of our customers.

3. What’s Required for a Return

To start a return, please provide:

  • Your Order Number

  • Photos of the product(s)

  • A brief reason for the return

This helps us assess and resolve your request quickly.

4. Damaged or Defective Items

  • If your item arrives damaged or defective, contact us within 30 days of receiving it.

  • Our team will review your case and may offer a replacement, partial refund, or full refund.

  • Requests submitted after 30 days are not eligible for review.

5. Incorrect Shipping Address

  • If an order is returned due to an incorrect or incomplete address, the customer will be responsible for reshipping costs.

  • Alternatively, a refund can be issued minus the original shipping and handling charges.

6. Packages Marked as Delivered

If your package is marked as “Delivered” but you haven’t received it:

  • Check with neighbors, building staff, or your local delivery service.

  • Dreamers cannot be held responsible for lost or stolen parcels unless insured or priority shipping was selected at checkout.

7. Special Policy for Vacuum-Sealed Items (e.g., Dreamers® Relief Pillow)

For hygiene and resale reasons, we cannot offer a full refund for opened vacuum-sealed items (such as pillows) as they require specialized machinery to re-seal and cannot be resold once opened.

  • If unopened: You may return the item for a full refund (minus original shipping costs).

  • If opened: We can offer a partial refund of the purchase price.

Order Cancellations

Because we begin processing orders immediately for fast delivery:

  • Orders can only be cancelled within 2 hours of placing them.

  • After this time, your order may already be packed or shipped and cannot be stopped.

Please double-check your details at checkout and contact us right away if changes are needed.

If you have any questions or need help with your order, our friendly support team is here for you.

Thank you for shopping with Dreamers — your satisfaction is our priority.