Returns & Refunds
Your cancellation rights, the exceptions that apply to made-to-order units, and what happens if something arrives faulty.
1. The short version
Stock units — consumers have 14 days to cancel, then 14 days to return. Return haulage is at your cost unless the unit is faulty.
Made-to-order and modified units — the statutory cancellation right does not apply once we begin work, because the unit is made to your specification.
Faulty or misdescribed — we cover collection and put it right, whatever the unit.
2. Cancelling before delivery
If you are a consumer you may cancel within 14 days of the contract being formed, subject to section 3. Email sales@dreammobilehomes.co.uk with your order number. If haulage has already been booked and cannot be cancelled without charge, we will tell you the cost before it is incurred.
3. When cancellation does not apply
Under the Consumer Contracts Regulations 2013 the right to cancel does not apply to goods made to the consumer’s specification or clearly personalised. For our range that means:
- Modified containers — doors, windows, shutters, electrics, insulation or any cut-and-weld work carried out to your instruction.
- Bespoke conversions — bars, pop-ups, offices, pools and homes built to a specification you have chosen.
- Units sprayed to a specified RAL colour at your request.
Where work has not yet started we will always try to accommodate a cancellation. Ask us.
4. Returning a stock unit after delivery
Where the right to cancel applies, you have 14 days from delivery to notify us and a further 14 days to return the goods.
- The unit must be in the condition it was delivered in. It must not have been sited on foundations, cut, drilled, painted, lined or connected to services.
- Return haulage is at your cost and is substantial — a container requires the same transport coming back as it did going out. We will quote it, or you may arrange your own suitable haulage.
- We may reduce the refund to reflect any reduction in value caused by handling beyond what is necessary to inspect the goods.
5. Faulty, damaged or misdescribed
Inspect the unit on delivery where you can. If it is damaged in transit, or is not what was described, tell us within a reasonable time and send photographs.
- We arrange and pay for collection.
- You choose a repair, a replacement or a refund, in line with the Consumer Rights Act 2015.
- Within 30 days of delivery you have the short-term right to reject and receive a full refund.
Surface marks, dents and patch repairs on used or cargo-worthy units are not faults — see our FAQ for what cargo-worthy means.
6. Refunds
Refunds are made to the original payment method within 14 days of us receiving the goods back, or of you providing evidence that they have been sent, whichever is sooner. Where you cancel before delivery, we refund within 14 days of being told.
Delivery charges already incurred are refunded in line with your statutory rights; where you chose a more expensive delivery option than our standard, we refund the standard cost.
7. Business customers
Orders placed in the course of a business are not covered by the consumer cancellation rights above. Returns are at our discretion and may be subject to a restocking charge. Your rights in respect of faulty goods are unaffected.
8. How to start a return
Email sales@dreammobilehomes.co.uk with your order number, what you bought, and whether you are cancelling or reporting a fault. For faults, attach photographs and tell us the delivery date.