Refund policy
Refund Policy
RIGHT OF WITHDRAWAL, RETURNS, EXCHANGES AND WARRANTY
The User has the right to freely cancel the purchase contract within 30 calendar days after receiving the order, without the need to provide any justification.
In the event of an immediately apparent defect, we request that the customer submit a complaint within 48 hours of receiving the mattress, in order to avoid any claims of misuse of the product. Examples include:
i) Mattresses with organic or inorganic stains.
ii) Mattresses that are deformed or damaged due to improper use or transport, or for being placed on incorrect or damaged bases or bed frames.
iii) Mattresses that are damp due to liquid spills or excessive humidity in the environment, or burnt by the customer or due to force majeure.
The sewing system used in the construction of the mattress may result in visible stitching lines, but this does not affect the product's proper use. New mattresses may emit an odour in the first few days, which will fade over time and is harmless. Proper care of the fabric, thread, and stitching depends on correct use. In case of a defect, the customer must submit a complaint within 48 hours of receiving the mattress. After this period, it may be considered misuse.
As this is an industrially manufactured product, where raw materials react differently, a margin of error of up to 3 cm in the stated dimensions is to be expected.
To exercise your right of withdrawal, you must notify us of your decision to cancel the contract by means of an unequivocal statement (e.g., letter sent by post, fax or email) to:
Dreamura
Avenida Paul Harris, nº1, Edifício D
2710-274 Mem Martins, Sintra
Alternatively, you may notify us through the contact form available on our website, and you may also use the model withdrawal form. To meet the withdrawal deadline, it is sufficient to send your communication before the end of the 30-day period.
In the event of cancellation, all payments made will be refunded (excluding shipping costs related to delivery and return of the item), without undue delay and, in any case, within a maximum of 30 days from the date we are informed of your decision to cancel the contract. The refund will be issued using the same payment method used for the original transaction. In any case, the User will not incur any fees for the refund, aside from the direct return shipping costs. The refund may be withheld until we receive the returned goods or proof of shipment is provided—whichever occurs first. The User must return the goods without undue delay and no later than 30 days from the date of receipt of the order. Return costs are the responsibility of the User, except in the cases of logistical error described below. The deadline will be considered met if the goods are returned before the end of the 30-day period.
The product must be returned in perfect condition, meaning without any signs of use and in resaleable condition as new. The User is responsible for any depreciation of the goods resulting from handling beyond what is necessary to assess the nature, characteristics, and functioning of the product, as would be acceptable in a store environment. All mattresses must be in perfect condition to be accepted for return. Therefore, mattresses may only be returned in the same condition they were delivered in (vacuum-packed and rolled mattresses will only be accepted if returned in the same condition).
In the case of a return, shipping costs will always be borne by the User.
The User cannot exercise the right of withdrawal in the following cases:
a) Provision of services where:
i) The service has been fully performed with the consumer’s prior express consent;
ii) The consumer acknowledges that they lose the right of withdrawal once the contract has been fully performed in this case;
b) Supply of goods or services whose price depends on fluctuations in the financial market beyond the seller’s or service provider’s control during the withdrawal period;
c) Supply of goods made to the consumer’s specifications or clearly personalised;
d) Supply of goods that, by their nature, cannot be returned or are liable to deteriorate or expire rapidly;
e) Supply of sealed goods not suitable for return for health or hygiene reasons if unsealed after delivery;
f) Supply of goods that, after delivery and by their nature, are inseparably mixed with other items;
g) Supply of digital content not supplied on a physical medium if performance has begun during the withdrawal period with the consumer’s prior express consent;
h) Provision of repair or maintenance services carried out at the consumer’s residence or by third parties without our express authorisation.
In cases of return due to a logistical error, Dreamura will cover the return costs as well as the cost of sending the correct product (whenever possible). The refund will be processed as previously described.
Dreamura does not accept returns sent with postage due by the recipient or cash on delivery. In all cases, exchanges or returns can be made via post using a service that ensures hand delivery to:
Dreamura
Avenida Paul Harris, nº1, Edifício D
2710-274 Mem Martins, Sintra
Product warranties, when applicable, are provided by the manufacturer, Dreamura, and must be exercised in accordance with the legal documentation that accompanies the product. The invoice serves as proof of purchase and the start date of the warranty. The warranty is valid only when accompanied by the purchase receipt, which must clearly indicate the brand, model, and purchase date of the product. These warranties do not affect the legal warranty provided by Dreamura as the seller. The standard warranty period is 3 years.
We guarantee the quality of materials used in Dreamura products and their proper manufacturing. In accordance with Decree-Law no. 84/2021, we provide a 3-year warranty for durable goods and a 2-year warranty for non-durable goods—specifically, mattresses and beds (durable goods), and pillows, duvets, and home textiles (non-durable goods)—from the date of product delivery, in cases of lack of conformity.
RIGHT OF WITHDRAWAL, RETURNS, EXCHANGES AND WARRANTY
The User has the right to freely cancel the purchase contract within 30 calendar days after receiving the order, without the need to provide any justification.
In the event of an immediately apparent defect, we request that the customer submit a complaint within 48 hours of receiving the mattress, in order to avoid any claims of misuse of the product. Examples include:
i) Mattresses with organic or inorganic stains.
ii) Mattresses that are deformed or damaged due to improper use or transport, or for being placed on incorrect or damaged bases or bed frames.
iii) Mattresses that are damp due to liquid spills or excessive humidity in the environment, or burnt by the customer or due to force majeure.
The sewing system used in the construction of the mattress may result in visible stitching lines, but this does not affect the product's proper use. New mattresses may emit an odour in the first few days, which will fade over time and is harmless. Proper care of the fabric, thread, and stitching depends on correct use. In case of a defect, the customer must submit a complaint within 48 hours of receiving the mattress. After this period, it may be considered misuse.
As this is an industrially manufactured product, where raw materials react differently, a margin of error of up to 3 cm in the stated dimensions is to be expected.
To exercise your right of withdrawal, you must notify us of your decision to cancel the contract by means of an unequivocal statement (e.g., letter sent by post, fax or email) to:
Dreamura
Avenida Paul Harris, nº1, Edifício D
2710-274 Mem Martins, Sintra
Alternatively, you may notify us through the contact form available on our website, and you may also use the model withdrawal form. To meet the withdrawal deadline, it is sufficient to send your communication before the end of the 30-day period.
In the event of cancellation, all payments made will be refunded (excluding shipping costs related to delivery and return of the item), without undue delay and, in any case, within a maximum of 30 days from the date we are informed of your decision to cancel the contract. The refund will be issued using the same payment method used for the original transaction. In any case, the User will not incur any fees for the refund, aside from the direct return shipping costs. The refund may be withheld until we receive the returned goods or proof of shipment is provided—whichever occurs first. The User must return the goods without undue delay and no later than 30 days from the date of receipt of the order. Return costs are the responsibility of the User, except in the cases of logistical error described below. The deadline will be considered met if the goods are returned before the end of the 30-day period.
The product must be returned in perfect condition, meaning without any signs of use and in resaleable condition as new. The User is responsible for any depreciation of the goods resulting from handling beyond what is necessary to assess the nature, characteristics, and functioning of the product, as would be acceptable in a store environment. All mattresses must be in perfect condition to be accepted for return. Therefore, mattresses may only be returned in the same condition they were delivered in (vacuum-packed and rolled mattresses will only be accepted if returned in the same condition).
In the case of a return, shipping costs will always be borne by the User.
The User cannot exercise the right of withdrawal in the following cases:
a) Provision of services where:
i) The service has been fully performed with the consumer’s prior express consent;
ii) The consumer acknowledges that they lose the right of withdrawal once the contract has been fully performed in this case;
b) Supply of goods or services whose price depends on fluctuations in the financial market beyond the seller’s or service provider’s control during the withdrawal period;
c) Supply of goods made to the consumer’s specifications or clearly personalised;
d) Supply of goods that, by their nature, cannot be returned or are liable to deteriorate or expire rapidly;
e) Supply of sealed goods not suitable for return for health or hygiene reasons if unsealed after delivery;
f) Supply of goods that, after delivery and by their nature, are inseparably mixed with other items;
g) Supply of digital content not supplied on a physical medium if performance has begun during the withdrawal period with the consumer’s prior express consent;
h) Provision of repair or maintenance services carried out at the consumer’s residence or by third parties without our express authorisation.
In cases of return due to a logistical error, Dreamura will cover the return costs as well as the cost of sending the correct product (whenever possible). The refund will be processed as previously described.
Dreamura does not accept returns sent with postage due by the recipient or cash on delivery. In all cases, exchanges or returns can be made via post using a service that ensures hand delivery to:
Dreamura
Avenida Paul Harris, nº1, Edifício D
2710-274 Mem Martins, Sintra
Product warranties, when applicable, are provided by the manufacturer, Dreamura, and must be exercised in accordance with the legal documentation that accompanies the product. The invoice serves as proof of purchase and the start date of the warranty. The warranty is valid only when accompanied by the purchase receipt, which must clearly indicate the brand, model, and purchase date of the product. These warranties do not affect the legal warranty provided by Dreamura as the seller. The standard warranty period is 3 years.
We guarantee the quality of materials used in Dreamura products and their proper manufacturing. In accordance with Decree-Law no. 84/2021, we provide a 3-year warranty for durable goods and a 2-year warranty for non-durable goods—specifically, mattresses and beds (durable goods), and pillows, duvets, and home textiles (non-durable goods)—from the date of product delivery, in cases of lack of conformity.
