Returns, Withdrawal and Refund Policy

2. Returns, Withdrawal and Refund Policy

2.1 Fourteen-day right of withdrawal

Consumers purchasing online may notify Dormeluna that they wish to withdraw from the purchase within 14 calendar days after the day on which they, or a person designated by them other than the carrier, receive the goods.

No reason is required. To exercise this right, the customer must send a clear statement through the store's Contact page before the 14-day period expires. The statement should include the customer's name, order number, product and date of receipt.

After notifying Dormeluna, the customer must send the goods back without undue delay and no later than 14 calendar days after the withdrawal notice. Return instructions and the applicable return address will be provided in response to the request.

2.2 Return shipping costs

For a change-of-mind return, the customer is responsible for the direct cost of returning the goods. Dormeluna recommends using a tracked service and retaining proof of postage. The customer is not responsible for return transport costs when the product is defective, damaged, incorrect or otherwise non-conforming, where the law places that cost on Dormeluna.

2.3 Condition of returned products

Customers may inspect a product only to the extent reasonably necessary to establish its nature, characteristics and functioning. The product should be returned complete and, where reasonably possible, in its original packaging with all included components.

The customer may be responsible for any diminished value caused by handling beyond what would normally be permitted in a physical shop.

2.4 Hygiene exception for opened sealed products

Where a pillow, pillowcase or related product is supplied with a genuine protective hygiene seal and is not suitable for return for health-protection or hygiene reasons, the statutory right of withdrawal does not apply after that seal has been broken. Opening an external transport box alone does not remove the right of withdrawal if the product's separate protective hygiene seal remains intact.

This hygiene exception does not affect the customer's rights if an item is faulty, damaged, incorrect or does not conform to the contract.

2.5 Refunds

When a valid withdrawal is exercised, Dormeluna will reimburse the payments required by law, including the cost of the least expensive standard delivery option offered for the order. Because standard Dormeluna shipping is free, there will normally be no original standard delivery charge to refund.

The refund will be made without undue delay and no later than 14 calendar days after Dormeluna is informed of the withdrawal. Dormeluna may withhold the refund until the returned goods are received or until the customer supplies evidence that they have sent them back, whichever occurs first.

Refunds are normally issued to the original payment method. The time taken for the funds to appear may depend on the bank or payment provider.

2.6 Cancellations

Customers may request cancellation before dispatch through the Contact page. We will try to stop fulfilment but cannot guarantee cancellation once processing has begun. If the order has already been dispatched, the customer may use the applicable withdrawal or return procedure.

2.7 Defective, damaged or incorrect products

If a product arrives damaged, is defective, is not the item ordered or otherwise fails to conform to the contract, the customer should contact Dormeluna promptly and provide the order number and a description of the issue. Photographs may be requested where reasonably necessary to assess the problem.

Dormeluna will provide the remedy required by applicable consumer law, which may include replacement, price reduction or refund. Mandatory consumer rights are not limited by this policy.