Refund policy
3. Returns & Refund Policy
3.1 When are you entitled to a return or refund?
Dormé offers a refund or replacement in the following circumstances:
A) Statutory Right to Cancel Under EU consumer law (Consumer Rights Directive 2011/83/EU, implemented in the Netherlands), you have the right to cancel your order within 30 days of receiving your product, without giving any reason. This exceeds the statutory 14-day minimum and also satisfies the equivalent right for UK consumers under the UK Consumer Contracts Regulations 2013. To exercise this right, please notify us in writing at info@bydorme.com. Once notified, you have a further 14 days to return the product.
B) Damaged or Incorrect Item Received If you have received a damaged, defective, or incorrect product, please contact us within 30 days of receipt by emailing info@bydorme.com with photo or video evidence. We will arrange a free replacement or full refund. Please note that we are unable to process a claim without visual proof.
C) Order Not Received If your order has not arrived within 30 days of the expected delivery date, please get in touch. We will treat the order as lost and offer you a free replacement or full refund.
3.2 Non-Returnable Items
For hygiene and safety reasons, the following items cannot be returned:
- Products where the seal has been broken (pillows, duvets, mattress protectors, etc.) and that have been used
- Items made to your custom specifications
- Digital products
Sleep products that are unopened and unused may be returned, provided the original packaging is fully intact.
3.3 Return Conditions
To be eligible for a return, the item must be:
- Unused and in its original condition
- In the original, unopened packaging (where applicable)
- Accompanied by proof of purchase or your order number
Items showing signs of use, wear, or damage caused by the customer will not be accepted.
3.4 How to Request a Return
- Email info@bydorme.com with your order number and the reason for your return
- Wait for our instructions and the return address — please do not send items back without confirmation
- Pack the product securely and ship it using a tracked delivery method
- Keep your proof of postage until your refund has been processed
3.5 Return Postage Costs
Return postage costs are the responsibility of the customer, unless the item is damaged, defective, or incorrectly supplied — in which case we will reimburse reasonable return postage costs.
3.6 Restocking Fee
Dormé does not charge a restocking fee. On an approved return, you will receive the full purchase amount back.
3.7 Refund Timeline
Once we have received and approved your return, we will process your refund within 5–7 working days. The amount will be returned via your original payment method. Please allow an additional 3–5 working days for your bank or payment provider to process the transfer.
3.8 Exchanges
We are unfortunately unable to offer direct exchanges due to international logistics. If you would like a different product, please return the original item and place a new order.
3.9 Cancellations
You may cancel your order free of charge within 24 hours of placing it, provided it has not yet been dispatched. Please contact us as soon as possible at info@bydorme.com. Once an order has been handed over to our logistics partner, cancellation is no longer possible and you will need to follow the returns procedure.