Terms & Conditions
RETURNS & CANCELLATIONS
OUR RETURNS POLICY
We want you to be delighted with your purchase but if you are not you can return any item within 30 days of receipt provided that the product is returned complete, in perfect condition, unused, unwashed and with its original packaging.
Our returns policy does not affect your legal right to cancel (see below) or your legal rights in relation to faulty or misdescribed products.
We will be happy to make a refund which will go onto the debit card, credit card or other payment method used when you made your purchase, we are not able to offer exchanges. We are not able to refund any postage charges.
HOW DO I RETURN SOMETHING?
Returns can be made via Collect+. This service will cost £5.00 and will be deducted from your total refund amount once we have received the item you are returning.
You can book in your return at > RETURN.DUSK.COM
You will be emailed a returns label to print off and attach to your parcel. Make sure your item is securely packaged, enclose a completed DUSK returns form which can be found at the bottom of your delivery note and take the parcel to your nearest Collect+ point. To find your nearest Collect+ point please click HERE.
If you no longer have your returns form, please include a letter with your name, address, email address, daytime telephone number and order number if possible. Please let us know the item you are returning and the reason you are returning it.
Please note: the maximum size for returning a parcel using Collect+ is 60cm x 50cm x 50cm and 10kg.
If you need to return any larger items, please use Royal Mail or an alternative service. Make sure your item is securely packaged, enclose a completed DUSK returns form which can be found at the bottom of your delivery note and send the parcel to:
DUSK Returns Department
Sherwood Business Park
Parcels are returned at your own cost. We strongly recommend you obtain a free certificate of postage as we only resume responsibility for your returned parcel once it has been received into our warehouse. Items lost in transit will not be treated as returned; in this scenario you will need to contact your chosen courier and follow their claims process.
HOW LONG WILL IT TAKE TO DEAL WITH MY RETURN UNDER YOUR RETURNS POLICY?
Once your parcel has been received by our team it can take up to 14 calendar days to process your refund although we will endeavour to process all refunds as quickly as possible. Please remember that it can take a further 3 to 4 days after we have processed a refund for it to appear on your debit or credit card statements.
WHICH ITEMS CANNOT BE RETURNED?
For health and hygiene reasons we are unable to accept returns (whether you are exercising your legal right to cancel or returning a product under our returns policy) in respect of the following items unless they are returned unused and in their original packaging:
- Mattress toppers
- Mattress and pillow protectors
- Throws & Blankets
YOUR LEGAL RIGHT TO CANCEL
In line with the Consumer Contracts Regulations 2013 you have the right to change your mind and cancel an order up to 14 calendar days after the delivery of the product(s) to you.
After you have informed us of your cancellation you must follow the returns instructions set out above and return the products to us within 14 calendar days. You will have to bear the direct cost of returning the products to us.
If you are exercising your right to change your mind and cancel the contract, you will receive a full refund of the price you paid for the products and standard delivery charges to the credit card, debit card or other payment method that you used to pay.
We may reduce your refund to reflect any reduction in the value of the goods if this has been caused by you handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within 3-5 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.
WHAT IF THE ITEM IS FAULTY?
We are always very disappointed on the rare occasions our customers receive a faulty item. If you have identified the fault within 30 days of purchase, then you can return the item under our normal return policy for a full refund. Make sure you let us know about the fault so we can make sure other items are not affected. We will refund any postage on a faulty item, and ensure you are reimbursed for standard return postage on the item.
If a fault develops outside of the 30 day return period, or the item is difficult to package and return, contact us on 01482 382056 or by email on [email protected] before you return the item so we can discuss the fault with you and agree the best way forward. Please take extra care to read our product care information guide or any specific care instructions provided with your purchase.
CAN I RETURN AN ITEM I RECEIVED AS A GIFT?
An item that was received as a gift can be returned under our return policy. Refunds can only be made to the debit card, credit card or other payment method used when the gift was purchased. This does not affect the purchaser's legal rights.
DELIVERY & TRACKING
|Standard Delivery||Next Day Delivery||Pre 12pm Next Day Delivery||N.Ireland & |
3-5 Working Days
Monday – Friday
FREE on orders over £50
Order to be placed by 4pm
Monday – Friday
Order to be placed by 4pm
Monday – Friday
Up to 10 Working Days
Monday – Friday
AB, FK (18-21), HS, IV (1-28) (30-32) (36) (40-49) (51-56) (63) (99), KA (27-28), KW, PA (20 -80), PH (17-44) (49-50), ZE
Isle of Mann
Isles of Scilly
Isle of Wight
Please be aware that large orders are sometimes despatched from our warehouse in multiple parcels and occasionally these parcels will arrive at different times. Please refer to your order and despatch confirmation emails for more information.
If your order arrives with damaged, missing or incorrect products please contact us within 30 days of delivery so that we can resolve the issue for you.
WHEN WE COLLECT YOUR PERSONAL DATA
- When you visit the Website and place an order
- When you create an account on the Website
- When you engage with us on social media
- When you join our referral scheme
- When you contact us with any queries
- When you sign up to receive product news and offers from us
- When you enter prize draws or competitions
- When you respond to our requests for feedback
- When you comment on or review our products
- When you’ve given a third party permission to share the information they hold about you with us
PERSONAL DATA WE COLLECT
- If you have created an account on our Website: your name, billing/delivery address, email, telephone number and transaction history. For your security, we’ll also keep an encrypted record of your login password
- Details of any correspondence you’ve sent us through our customer services channels
- Details of your visits to the Website
- Information gathered via cookies in your web browser
- Your comments and product reviews
- Your email address if you’ve signed up for our newsletter
- Payment card information
- Your social media username if you’ve contacted us via social media to help us respond accordingly
WHY WE USE YOUR PERSONAL DATA
The law on data protection sets out a number different reasons why a company may collect and process your personal data, including:
- Contractual obligations – we may require your personal data to comply with our contractual obligations. For example, if you order an item from us we’ll collect your address details and pass them to our courier to fulfil delivery of your items. We may keep your details for a reasonable period afterwards to fulfil any contractual obligations such as refunds and guarantees
- Consent - in specific situations we can collect and process your data with your consent. This includes your acceptance of cookies on our Website. Examples include:
- To send you product news and details of our latest offers
- To store items you’ve added to your Shopping Cart or Wish List
- To notify you once an out of stock product is back in stock
- To operate any DUSK prize draws or competitions which you enter
- To display personalised content when you visit our Website
- Legal compliance - we may require your personal data to comply with law. For example, we pass the details of anyone believed to be involved in fraud or other criminal activity to law enforcement agencies
- Legitimate interest - in specific situations we require your data to pursue our legitimate interests in a way which might reasonably be expected as part of running our business and which does not materially impact your rights, freedom or interests. Examples include:
- To send you survey and feedback requests to help improve our services
Details on how you can request or amend the personal data we hold for you or change how we use your data are set out below.
HOW WE PROTECT YOUR PERSONAL DATA
Our site uses secure server software to protect your personal data. This software encrypts all information you input before it is sent to us to minimise the risk of this being intercepted before it is received by us.
Access to your personal data is password-protected and sensitive data (such as payment card information) is secured by SSL encryption.
HOW LONG WE RETAIN YOUR PERSONAL DATA
We’ll only keep personal data for as long as is necessary for the purpose for which it was collected.
For instance, when you place an order we’ll keep the personal data you give us for five years so we can comply with our legal and contractual obligations.
At the end of that retention period, your data will either be deleted completely or anonymised, for example by aggregation with other data so that it can be used in a non-identifiable way for statistical analysis and business planning.
INSTANCES WHERE WE SHARE YOUR PERSONAL DATA
We sometimes share your personal data with trusted third parties including:
- IT companies who support our Website and other business systems
- Operational companies such as delivery couriers and our warehouse provider
- Direct marketing companies who help us manage our electronic communications with you
- Search engines and social media platforms to show you products that might interest you while you’re browsing the internet. This is based on your your acceptance of cookies on our Website
We may share information about suspected fraud or other criminal activity with law enforcement bodies.
To help personalise your shopping we currently use the following companies, who will process your personal data as part of their contracts with us:
- Mention Me
- Campaign Monitor
We will never sell, trade or rent your personal data to third parties.
Cookies are small text files used to transfer information.
Site functionality cookies allow you to navigate the site and use our features. When you return to the site we’ll be able to remember the products you’ve added to your Shopping Cart or Wish List.
Cookies also enable us to show adverts relevant to you when you’re browsing online, for example deals or products you’ve looked at.
Analytics cookies help us to learn where we’re going wrong, and which elements of the site you find easier to use. We’ll track the volume of people on our site, where they click, and where they exit the site.
Our cookies don't store sensitive information such as your name, address or payment details. However, if you'd prefer to restrict, block or delete cookies you can do this in your browser.
YOUR PERSONAL DATA RIGHTS
Where you have provided your consent for us to process your personal data you have the right to:
- Change your mind and withdraw your consent at any time
You have the right to request:
- Access to the personal data we hold about you
- The correction of your personal data when incorrect, out of date or incomplete
- That we stop any consent-based processing of your personal data after you withdraw your consent
MAKING CHANGES TO THE PERSONAL DATA WE PROCESS
You can make changes to your name, billing/delivery address, email and telephone number by accessing the “My account” page.
You can unsubscribe from our email newsletters by clicking the “unsubscribe” link on any email you receive from us.
Please send any other requests in respect of personal data to [email protected].
We use industry-standard Secure Sockets Layer (SSL) technology to encrypt your payment card to ensure your details are safe when you place an order. We also use Verified by Visa and Mastercard SecureCode, often referred to as 3-D Secure or Payment Authentication. These services allow you to protect your credit/debit card with a password that you set up with your payment card issuer. When you reach the payment page and have confirmed your order, you will also be asked to enter your credit/debit card password. If you have not yet created a credit/debit card password with your payment card issuer, simply follow the on-screen instructions to set this up, you will only need to do this once.
Once your order has been transferred to our order processing system all credit card details are removed from the website as an added precaution and our sales order processing system and internal network are protected by the latest proxy technology.
Our product guarantees cover manufacturing defaults only. Our guarantee does not cover products damaged through general wear and tear, through misuse or through accidental damage. Please get in contact with our customer service team for more information on whether your product is faulty and within its guarantee period. Please note that our guarantee does not cover any product that has been used for commercial use.
GENERAL TERMS & CONDITIONS
This Website (www.dusk.com) (the "Website"), is owned by and operated by or on behalf of DUSK Retail Ltd. ("DUSK", "we" or " us") with delivery services provided by Yodel. If you have any questions regarding the Website or these terms and conditions, or in the unlikely event that you have any complaints about any products purchased by you from the Website, you can contact us by telephone on 01482 382056 or by email at [email protected].
Company Registration Number 10362653.
VAT Registration Number 258 2584 75
OFFER TERMS AND CONDITIONS
From time to time DUSK run promotions and offers on selected products or lines. We refer to these collectively as our "Promotional Offers". All qualifying Promotional Offers will be automatically applied to your order. All of our Promotional Offers are subject to the below terms and conditions:
1. They are only valid on full-priced items and cannot be used on sale or promotional items which are already discounted unless otherwise stated;
2. They cannot be used in conjunction with any other offer;
3. They are valid for a limited period of time as specified in the marketing communication on the website or in stores, they cannot be used outside of that period;
4. If an item is returned which brings the amount spent below any qualifying level, the offer value may be deducted from any refund; and;
5. All orders are subject to stock availability and we reserve the right to withdraw, amend or extend offers at any time, without prior notice.
FREE STANDARD UK DELIVERY ON ORDERS OVER £50
Free standard delivery (normally £3.99) applies to deliveries to the UK mainland only (excludes Highlands). Offer applies when order value, net of discounts or promotions, equals £50 or more.
On occasions DUSK will release Shopping Codes via email or other marketing channels. The Shopping Codes enable a discount to be applied to your order as specified on the marketing communication. To apply the Shopping Code online enter it as requested during the Check Out process. The discount will then be applied to your order, subject to the terms and conditions below:
1. Shopping Codes are only valid on full-priced items and cannot be used on sale or promotional items which are already discounted unless otherwise stated;
2. Shopping Codes cannot be used in conjunction with any other offer;
3. Shopping Codes are valid for a limited period of time as specified in the marketing communication, they cannot be used outside of that period;
4. If an item is returned which brings the amount spent below any qualifying level, the offer value may be deducted from any refund.
5. Shopping codes are for use by the intended recipient only and proof of entitlement may be requested;
6. All orders are subject to acceptance and any improper use of shopping codes may result in the cancellation of your order;
7. All orders are subject to stock availability and we reserve the right to withdraw, amend or extend offers at any time, without prior notice; and
8. Specific offer terms and conditions are provided with each Shopping Code - for specific information relevant to that offer, please refer to marketing material on which it is featured.
SALE SHOPPING CODES
Some Shopping Codes are valid on sale-discounted items and this will be clearly stated within the promotion. All other terms and conditions are as per "Shopping Codes" terms and conditions above.
USE OF WEBSITE
Please read these Terms carefully and make sure that you understand them before ordering any product from our Website. You should save or print a copy of these Terms for future reference.
If you do not agree to these Terms, you must cease using and accessing this Website.
Terms may be changed and updated from time to time and any changes will be effective from the publication of the new terms on the Website. Every time you wish to order products, please check these Terms to ensure you understand the terms which will apply at that time.
Any content you upload to our Website will be considered non-confidential and non-proprietary. DUSK have the right to use, copy, distribute, reproduce, exploit, modify, alter and/or disclose to third parties any such material for any purpose. We also have the right to disclose your identity to any third party who is claiming that any material posted or uploaded by you to our Website constitutes a violation of their intellectual property rights or of their right to privacy.
We may deny you access to the Website at any time in its sole discretion when we believe that your use of the Website is in violation of any of these Terms, any law or the rights of any third party or was not respectful to others.
We will not be responsible, or liable to any third party, for the content or accuracy of any content posted by you or any other user of our site and you hereby agree to be responsible to DUSK for and indemnify us and keep us indemnified against all costs, damages, expenses, losses and liabilities incurred and/or suffered by us as a result of any claim in respect of your use of the Website.
PLACING AN ORDER
By placing an order with us you agree to and accept these Terms. If you are unhappy with or unclear about any aspect of these terms, please contact one of our customer service advisors before placing an order with us either by telephone on 01482 382056 or by email at [email protected]. Please note we can not take orders over the phone, all orders are to be placed via the website. Calls to our contact centre are charged at local rate. All our calls may be recorded for training and monitoring purposes.
By placing an order for the delivery of goods via this Website you are making an offer to DUSK to deliver the goods detailed in your order upon the terms described in your order. Once you have placed an order for goods (and delivery, if applicable) we will send you confirmation that your order has been received but this is not a confirmation that your offer to purchase the goods (or for them to be delivered) has been accepted. A contract between you and DUSK for the sale and delivery of our goods will only exist once an order has been accepted, processed and despatched to you. Prices and availability of goods are subject to change without notice.
We aim to process all orders as quickly as possible so that you receive your items promptly. We are sorry that it is not possible to cancel or amend your order before you receive delivery.
If you would like to add products to your order, please place a new order for these items.
If you would like to return any items from your order, please follow our returns procedure.
We currently accept payment by Visa, MasterCard, Maestro and JCB cards and PayPal.
Please note that a delivery charge will be added to your order value where appropriate. All dates quoted for delivery are estimated delivery dates only and may be subject to change. DUSK cannot accept liability for any loss or damage (whether direct or indirect) if delivery takes place at any time other than the estimated date for delivery.
CONFORMITY OF GOODS
We take every care to ensure that the description and specification of our products are correct at the time of going to press. However, specifications and descriptions of products on this Website are not intended to be binding and are intended only to give a general description of the products. Furthermore, while the colour reproduction of the products is a close representation, we cannot accept any responsibility for any variation in colour caused by the browser software or computer system used to view the products.
Where a popular product is out of stock or a brand new range is about to be launched we will provide a due in stock date and offer you the opportunity to place a pre-order. In order to reserve the stock for you we will take payment at the point you place your pre-order. Although we endeavour to provide accurate due in stock dates there are times when circumstances out of our control may cause this date to change. Where a due in stock date changes and you have placed a pre-order we will contact you to keep you updated. Your legal right to cancel also applies to pre-orders.
All prices quoted on this Website are accurate at the time of publication, are quoted in pounds sterling and where appropriate are inclusive of UK sales tax (VAT) at the current rate.
LOWEST PRICE PROMISE
Here at DUSK we truly believe that we offer the lowest priced luxury bedding in the UK. If you find a comparable* product cheaper we will happily match the price when you buy the product from us. Or if you have already bought it within the last 28 days, we will refund you the difference. All you have to do is send the details and a link or screenshot to [email protected] and our customer service team will take it from there. *Product must be the same size, material, thread count, design, fill etc.
DISCLAIMER & LIMITATIONS OF LIABILITY
DUSK does not seek to exclude or limit liability for death or personal injury arising from its negligence or that of its members, agents, directors or employees or for any fraudulent misrepresentation. To the fullest extent permitted by law and save as provided above, neither DUSK nor any associated company shall be liable to you by reason of any representation, or any implied warranty, condition or other term, or any duty at common law, or under the express terms of the contract, or in negligence (whether on the part of DUSK or any of its members, agents, directors, employees or otherwise) for any indirect special or consequential loss or damage (including but not limited to loss of profit or loss of saving), costs, expenses or other claims for compensation whatsoever which arise out of or in connection with the use of this website, the supply of the products or their use or resale by you.
The limitations of liability in these conditions shall apply equally for the benefit of DUSK and any other associated company of DUSK as if references to DUSK included references to each such associated company.
While DUSK uses reasonable endeavours to ensure that the information on this Website is accurate and up to date, it does not give any warranty as to its accuracy or completeness and DUSK will not be responsible for any errors or omissions or for the results arising from the use of such information. While DUSK takes all reasonable steps to ensure a fast and reliable service, it does not guarantee that your use of this Website will be interruption or error free and will not be responsible for any disruption, loss of or corruption of any material in transit, or loss of or corruption of material or data when downloaded onto any computer system.
Further, DUSK will not be responsible nor liable for your use of any other Websites which you may access via links within this Website. DUSK does not control these Websites and is not responsible for their content. Any such links are provided merely as a service to users of this Website and their inclusion in this Website does not constitute an endorsement by or affiliation with DUSK. The entire liability of DUSK under or in connection with any contract for any products to which these conditions apply shall not exceed the price of the products, except as expressly provided in these conditions.
DUSK will not be liable to you or be deemed to be in breach of these Terms or any other contract with you by reason of any delay in performing, or any failure to perform, any of its obligations in relation to the products ordered by you if the delay or failure was due to any cause beyond its reasonable control.
DUSK may assign or transfer any of its rights or sub contract any of its obligations under these Terms to any third party. You may not assign or transfer any of your rights or sub contract any of your obligations under these Terms except with the specific permission in writing of DUSK.
No person who is not a party to these Terms shall have any right to enforce any term under the Contracts (Rights of Third Parties) Act 1999. Nothing in these conditions is intended nor shall affect any of your statutory rights that may not be legally excluded.
COPYRIGHT AND TRADEMARK
The contents of these pages (including pictures, logos, photographs, text written and other materials) are the copyright trademark or registered trademark of DUSK or its content and technology providers or their respective owners. ALL RIGHTS RESERVED. The copying, modification, distribution, reproduction, or incorporation into any other work of part or all of the material available on this Website in any form is prohibited save that you may:
Copy, print (one copy only) or download extracts of the material on this Website for the sole purpose of using this Website in good faith for domestic purposes or placing an order with DUSK; and
Copy, print (one copy only) or download the material on this Website for the purpose of sending to inpidual third parties for their personal information provided that you do seek no commercial advantage or benefit from so doing and you acknowledge us as the source of the material and that you inform the third party that these conditions apply to them and that they must comply with them.
LAW AND TERRITORY
To the extent it is possible to exclude the application of other laws and regulations, these Terms and your use of our Website are governed by English law and you agree to submit to the non-exclusive jurisdiction of the English court. This does not affect your non-excludable statutory rights. This Website and our Terms have been designed for use within the United Kingdom and under UK law. Whilst we are happy to consider requests for products and enquiries from outside the United Kingdom, we give no warranty, express or implied, that the use of this Website or the placing of any order through this Website from outside the UK complies with any applicable non-UK laws or regulations. Accordingly, any products or promotions not permitted under your local law are not offered to you.