Refund policy

Return and Defective Product Policy

Last updated: August 14, 2026

At Land of Dreams, every product is carefully designed and inspected before it begins its journey to you. However, should your order arrive damaged, defective, incomplete, or materially different from what you ordered, we will do our best to make things right.

1. Eligibility

You may submit a claim within 30 days of receiving your order if:

The product arrived damaged.
The product contains a manufacturing defect.
Parts are missing from the package.
You received the wrong product or variation.
The product is materially different from its description.

Unless required by applicable consumer law, we do not accept returns because of a change of mind, accidental purchase, or personal preference.

2. What Is Not Considered a Defect

The following are generally not considered product defects:

Natural variations in wood grain, texture, engraving, or colour.
Minor marks or variations resulting from the manufacturing process that do not affect assembly or appearance.
Damage caused by incorrect assembly, excessive force, misuse, modification, painting, exposure to moisture, or improper storage.
Normal wear and tear.
Damage occurring after delivery that was not caused by a manufacturing defect.

These exclusions do not limit any rights you may have under applicable consumer law.

3. How to Submit a Claim

Please contact us at [customer service email] within 30 days of delivery and provide:

Your name and order number.
A brief description of the problem.
Clear photographs or a video showing the defect, damage, missing parts, or incorrect item.
Photographs of the shipping box and packaging if the product was damaged during delivery.

Please do not return your product before contacting us. Returns sent without prior approval may not be accepted.

4. How We Resolve Valid Claims

After reviewing your claim, we may offer one or more of the following remedies:

Replacement parts.
A replacement product.
A repair or another appropriate solution.
A partial refund.
A full refund to your original payment method.

Because many issues can be resolved by replacing individual parts, we will normally offer replacement parts first when this provides a complete and reasonable solution. A full replacement or refund may be offered when replacement parts cannot adequately resolve the problem.

The remedy provided will depend on the nature of the defect, product availability, your location, and any rights available under applicable consumer law.

5. Returning an Approved Product

If we require the product to be returned, we will provide return instructions and, where available, a prepaid return label.

For an approved defective-product claim, you will not be charged a restocking fee. Land of Dreams will cover or reimburse reasonable standard return-shipping costs where required by applicable law or confirmed by our customer service team.

Please return the product, packaging, accessories, certificates, instructions, and included items whenever reasonably possible.

6. Refunds

Approved refunds will be issued to the original payment method. We aim to process refunds within 10 business days after approving the claim or receiving the returned product, where a return is required.

Your bank, card issuer, or payment provider may require additional time before the refund appears in your account.

Original express-shipping charges, customs duties, import taxes, and other third-party charges are generally non-refundable unless the refund is required because the product was defective, incorrect, or damaged, or applicable law provides otherwise.

7. Missing Parts

Please carefully check the packaging and spare-parts sections before submitting a missing-parts claim.

When a necessary part is missing or defective, we will normally send the required replacement part without asking you to return the entire product. Please provide the relevant part number or instruction-page reference when possible.

8. Orders Damaged During Delivery

Please photograph the product, internal packaging, and external shipping box as soon as you discover the damage. Keep all packaging until we have completed our assessment, as the shipping provider may require it when reviewing the claim.

9. Purchases From Retail Partners

Products purchased through an authorised retailer, marketplace, or distribution partner should normally be returned through the original place of purchase.

We may still assist with replacement parts or product-related questions, but refunds for third-party purchases must generally be processed by the original seller.

10. Mandatory Consumer Rights

This policy provides Land of Dreams’ standard worldwide return terms. It does not exclude, restrict, or replace any mandatory rights or remedies available to you under the consumer laws of your country or region.

Where applicable law grants you additional cancellation, return, repair, replacement, refund, warranty, or legal-guarantee rights, those rights will continue to apply regardless of anything stated in this policy.