So heres how to get your money back… 1. make a complaint to customer services. Stores will not help at all with returns. 2. dreams will send emmiera/homeserve to test the mattress for faults. They simply lie on it and put a bit of string over it. This will inevitably show as no fault. 3. Contact customer services again and they will offer you an exchange. Refuse. 4. Contact citizens advice/trading standards. Your legal rights will be explained under the CONSUMER RIGHTS ACT 2015 which states you can; HAVE THE RIGHT TO REJECT WITHIN 30 DAYS. RETURN PRODUCT IF NOT OF SATISFACTORY QUALITY. PRODUCT NOT AS DESCRIBED PRODUCT SHOULD BE FREE FROM FAULTS PRODUCT SHOULD LAST A REASONABLE TIME DREAMS CANT STOP YOU USING LEGAL RIGHTS The burden of proof is on you. Photographs of lumps, dents, lopsiding, use a measuring tape, spirit level etc The company are legally bound to collect the item and refund you in full. 5. Your personal finance agreement with dreams will also highlight that you can return goods that are not of satisfactory quality. 6. Dreams will still dispute this and deny all knowledge. They will still offer you an exchange only. Now RAISE THE DISPUTE TO MANAGEMENT. Refuse their decision and now ask for a FINAL RESPONSE LETTER/DEADLOCK LETTER. Send your photographs to customer services and ask management to assess them. 7. At this point I was given a full refund and collection of mattress. 8. If they still refuse your refund, take the final deadlock letter to the financial ombudsman. Details on are the Dreams website under making a complaint. This will create an alternative dispute resolution through the financial ombudsman with furniture and home improvements and they have the final say. GOOD LUCK FIGHTING THIS AWFUL COMPANY WITH NO MORALS.