Exchange And Return Policy

Return And Exchange Policy

General Policy for Small Products

• Customers are entitled to exchange or return any product purchased through our website, with the following exceptions: mattresses, towels, compressed products, pillows, and clearance items.
• Returns or exchanges are permitted for any reason, provided that the product remains in its original condition and packaging.
• Requests must be submitted within 7 days of receipt.
• The store will not be liable for any missing or damaged items if the request is made after this 7-day period.

How to Submit a Return/Exchange Request

1. Contact Customer Service: Reach out to our customer service team via WhatsApp and submit a request through the Return and Exchange platform within 7 days of receiving your shipment.
2. Receive a Shipping Label: A shipping label will be sent to you via WhatsApp or email.
3. Prepare the Shipment: Securely package the product and send it to the nearest branch of the shipping company, ensuring the provided shipping label is attached.
4. Fees: The customer is responsible for a return/exchange fee of 40 .

How to Submit a Request for Products Before Receiving Them

• Refuse the Shipment: You may refuse the shipment upon delivery.
• Contact Customer Service: Our Dream High customer service team will reach out to customers whose paid shipments are returned to the warehouse.
• Fees and Refunds: The customer will incur a 40 exchange fee. In the case of a return, a full refund will be issued without any fees.

Return and Exchange Policy for Mattresses

• Customers may exchange or return any mattress ordered through the Dream High website in cases of manufacturing defects, damage, or discrepancies between the received product and the ordered item.
• This must be done within 7 days of receipt, and the mattress must be in its original condition.

How to Submit a Return/Exchange Request for Mattresses

1. Contact Customer Service: Contact us via WhatsApp and submit your request within 7 days of receipt.
2. Receive a Shipping Label: A shipping label will be sent to you via WhatsApp or email.
3. Pack the Mattress: Securely package the mattress.
4. Collection: A large shipping vehicle will be dispatched to collect the mattress.
5. Fees: The customer will be responsible for a return/exchange fee of 140 .

Return and Exchange Policy for Promotional Offers

• Customers can exchange or return any promotional offer within 7 days of receipt for any reason, with the customer responsible for the associated shipping costs of 35 .
• Important Note: Individual products from a promotional bundle cannot be returned or exchanged.

Return Request Processing Time

• Processing of return requests may take between 5 to 15 business days.

Important Note: If a shipment is not securely packaged, it will be returned to the customer, who will then be responsible for any additional shipping costs.