Terms of service

General Terms and Conditions Applicable to Member Registration and Purchases on the Dreamura Website

PREAMBLE

This document governs the relationship between the company VÍRGULENIGMÁTICA - LDA, tax number 518207242, with registered office at Avenida Paul Harris, nº1, Edifício D, 2710-274 Mem Martins, Sintra, email: geral@dreamura.com, owner of the Dreamura brand (hereinafter referred to as "Dreamura"), and the individuals who register as Users of Dreamura (hereinafter referred to as "User") through the website www.dreamura.com (the "Site").

Registering as a User is a requirement to access the services and offers available on the Site, including, in particular, making online purchases and receiving offers from Dreamura via newsletter and other means. The parties agree that their relationship shall be exclusively governed by this contract, excluding any previous conditions made available on the Site.

CHAPTER I – GENERAL CONDITIONS OF THE DREAMURA SITE

ARTICLE 1 — PURPOSE

This contract sets out the terms and conditions that apply to the User's use of the Site. Use of the Site is subject to the prior acceptance of these terms and conditions at the time of registration. These terms are reconfirmed by the User by clicking the relevant button during the order process. The terms of use are available at www.dreamura.com and may be accessed, printed, or saved locally at any time. Any use of the site by the User after the publication of this document will be considered as acceptance of any changes made. Users are encouraged to review the Terms of Use and Privacy Policy regularly to stay informed of any updates. Where these terms do not provide guidance, the legal regime on distance contracts and contracts concluded outside commercial establishments, as set out in Decree-Law No. 24/2014 of 14 February (as amended), shall apply.

ARTICLE 2 — USERS, SITE REGISTRATION, DATA ACCURACY, SIGNATURE, AND PROOF

To place orders on the Site, prior registration as a User is required. Registration data is strictly confidential and shared with third parties only with the User’s express consent, except when permitted or required by law. Users must be at least 18 years old to register and, by doing so, confirm they are legally able to make online purchases and accept these terms. Users must keep their information up to date and cannot claim that uncommunicated changes have affected Dreamura's ability to notify or contact them under these terms.

By accepting these terms, the User (or prospective User) declares and guarantees to Dreamura that the data provided is true and belongs to them. Dreamura reserves the right to claim compensation for any damages, including reputational harm or fines, resulting from the use of false or third-party data.
To access the Site, a valid registered email and inbox access are sufficient. A code will always be sent, which is required to access the Site, member account, orders, and future purchases.

Providing a credit card number online and/or final confirmation of an order by the User constitutes proof of the order, which will be validated by Dreamura. The User’s final order confirmation serves as a signature and confirmation of all operations on the Site relating to the ordered products.
Any written communication the User wishes to make to Dreamura must be submitted exclusively via contact form, registered mail to the address on the site, or email.
Dreamura reserves the right to suspend or ban any User without prior notice or explanation, whenever deemed justifiable. In particular, if Dreamura detects abusive and/or fraudulent use of the Site or credit cards, or if the tax number (NIF) does not match the User’s name, Dreamura will immediately cancel the User’s registration and report the detected activity to the appropriate authorities.

ARTICLE 3 — NEWSLETTER

The Dreamura Newsletter refers to promotional emails, offers, and information sent directly to the User’s inbox. The User can unsubscribe from the newsletter by informing customer support. The Dreamura Newsletter is exclusive to the Site.

ARTICLE 4 — INTELLECTUAL PROPERTY

Dreamura uses protected third-party rights only with the appropriate authorization from their holders, such as trademarks, names, logos, or trade/service names. All elements of the Site, whether visual or audio, including the underlying technology, are protected by copyright, trademarks, or patents. All these elements are the exclusive property of Dreamura.
If a User has a website and wishes to include a personal link to the Site, explicit permission from Dreamura is required. However, the third party may not present themselves as a partner, affiliate, or in any special relationship. The use of framing or inline linking is strictly prohibited. Any link may be removed at Dreamura's request.

ARTICLE 5 — PRODUCTS

Dreamura provides information about the essential characteristics of its products based on technical descriptions from suppliers or third-party sellers, as well as illustrative photos and videos, all in accordance with market standards, and conveys this information clearly to Users on each product and/or service page.

ARTICLE 6 — PAYMENT

At the time of ordering, the User can choose from several payment options:

- PayPal
- Multibanco, via the "Payment of Services" option

For credit card payments, the charge is made upon order confirmation. Dreamura reserves the right to add or remove payment methods at any time.
We do not have direct access to customers' payment data and will make every effort to ensure maximum confidentiality and security of the transmitted data. Only order history and transaction data are stored. All transaction data is sent directly to the Payment System Operator, and Dreamura does not store any payment information, including credit card numbers.

ARTICLE 7 — LIABILITY

Dreamura will make every effort to ensure safe, reliable, and uninterrupted use of the Site at all stages, including ordering and product/service delivery. However, Dreamura is not liable for any inconveniences or damages related to internet use, such as service interruptions, external intrusions, computer viruses, or force majeure events, including but not limited to (i) actions by civil or military authorities, (ii) fires, (iii) strikes, (iv) epidemics, (v) legal or regulatory provisions, (vi) wars, riots, earthquakes, storms, cyclones, and floods.

ARTICLE 8 — PERSONAL DATA PROCESSING

The User authorizes Dreamura to automatically process the personal data provided during registration and the order process, including the use of cookies, for direct marketing or prospecting purposes. The processing of personal data will be carried out in accordance with the Privacy Policy and the Data Processing Information available at www.dreamura.com, which the User acknowledges, accepts, and agrees to for all legal purposes.
In accordance with the General Data Protection Regulation (GDPR), the User may exercise their rights of access, rectification, erasure, and objection at any time by sending a registered letter to Avenida Paul Harris, nº1, Edifício D, 2710-274 Mem Martins, Sintra, clearly indicating their name and address and enclosing a copy of a valid identification document.

CHAPTER II – SPECIFIC CONDITIONS APPLICABLE TO SALES MADE DIRECTLY BY DREAMURA

ARTICLE 9 — ORDERS AND PRODUCT AVAILABILITY

The User may place orders online. To place an order, the User must provide the following information: email and access code, delivery details such as name, address, tax identification number, among others. Placing an order constitutes full acceptance of the general terms and conditions of sale, as well as the specific conditions relating to the price and product description, which form the contractual regime applicable to the concluded contract. Dreamura reserves the right to refuse any order. By accepting these conditions, the User acknowledges that Dreamura does not hold physical stock, unless expressly stated in the product description. Thus, the User acknowledges that orders can only be fulfilled based on online reservations and available stock from Dreamura’s suppliers. If the requested product is not available, Dreamura will inform the User as soon as possible and refund the amount paid within 14 days via the original payment method or IBAN.

ARTICLE 10 — DELIVERY

We deliver throughout Europe, except for the United Kingdom and the Balearic Islands (Spain). Additionally, bed bases, rugs and headboards are not delivered to Portuguese Islands (Madeira and Azores). Orders will be delivered to the address indicated by the User at the time of purchase, which may be their residence or another valid address within the mentioned delivery areas. Delivery to P.O. boxes is not possible. Shipping costs and delivery times will be communicated to the User at the time of ordering and are considered accepted upon order confirmation. These costs may be changed during campaigns where the nature and size of the items indicate such possibility, and shipping costs may be updated after payment and before dispatch. Unless otherwise stated, shipping fees are always payable by the User. Dreamura undertakes to deliver the ordered items as soon as possible and to make every effort to meet the indicated delivery time. The delivery period will not exceed 30 days, pursuant to Article 19, no. 1 of Decree-Law no. 24/2014, of 14 February. Dreamura is not liable for delays caused by force majeure, such as transport strikes, user errors, or actions by third parties.

ARTICLE 11 — PRICES

Prices listed on the website are in euros, including taxes and fees, but excluding shipping costs. Dreamura does not conduct sales with price reductions (Sales, Promotions or Clearance) for the purposes of Decree-Law 70/2007, of 26 March. Dreamura identifies the best commercial opportunities for its Users with the help of its suppliers, and these opportunities are enhanced by the fact that it is a sales platform. As a result, such opportunities usually translate into sales at significantly lower prices than the market reference values for the same product. Reference prices, which form the basis of the percentage savings advertised to Users, are provided by suppliers and should be considered indicative only. The prices shown include VAT applicable on the order date. Any changes in the applicable VAT rate will be reflected in the product prices. Once the ordering process begins, the actual product price, including applicable taxes and fees as well as the shipping cost, if applicable, will be shown to the User.

ARTICLE 12 — RIGHT TO WITHDRAW FROM THE CONTRACT, RETURNS, EXCHANGES AND WARRANTY

The User has the right to freely withdraw from the purchase contract within 30 calendar days, without having to provide a reason. The withdrawal period expires 30 days from the day after:
a) The contract was concluded, in the case of service contracts or contracts for the supply of water, gas or electricity when not sold in limited volumes or quantities, central heating, or digital content not supplied on a physical medium;
b) Delivery of the goods to the User or a third party indicated by them, other than the carrier, in the case of a sales contract;
c) Delivery of the last good, in the case of a contract where the consumer ordered multiple goods in a single order delivered separately;
d) Delivery of the last lot or part, in the case of a contract for delivery of goods in several lots or parts;
e) Delivery of the first good, in the case of a contract for the regular delivery of goods over a defined period.

In the case of immediately visible defects, the customer must submit a complaint within 48 hours of receiving the mattress to avoid claims of misuse, such as:
i) Mattresses with organic or inorganic stains;
ii) Mattresses deformed or damaged due to misuse or transport, or placed on damaged or incorrect bases;
iii) Damp mattresses due to spilled liquids or excess moisture, or burned by the customer or due to force majeure.

The stitching system used in mattress construction may cause thread appearances, which do not affect use. New mattresses may emit an odour in the first few days, which disappears over time and is harmless. Proper preservation of the fabric, thread and stitching depends on correct use. In case of defects, the customer must file a complaint within 48 hours after receiving the mattress. After that period, misuse of the product may be assumed.

As it is an industrially manufactured product, where raw materials react differently, the listed size may have a margin of error of up to 3 cm.

To exercise the right of withdrawal, the User must communicate their decision through an unequivocal statement (e.g., letter sent by mail, fax or email) to:

Dreamura
Avenida Paul Harris, nº1, Edifício D
2710-274 Mem Martins, Sintra

Alternatively, the User may notify us through the contact form on the website and may also use the model withdrawal form. To meet the withdrawal deadline, it is sufficient to send the communication before the expiry of the period. In case of withdrawal, all payments made will be refunded (excluding shipping costs for delivery and return), without undue delay and in any case within 30 days from the date we are informed of the decision. Refunds will be made using the same payment method used for the initial transaction. No additional costs will be incurred for the refund except for return shipping costs. We will withhold the refund until we receive the returned goods or proof of return, whichever comes first. The User must return or deliver the goods to us without undue delay within 30 days from the date of withdrawal notice. Return costs are the responsibility of the User, unless in the case of a logistical error, as detailed below. The deadline is met if the goods are returned before the end of the 30-day period.

The product must be returned in perfect condition, meaning it has not been used and can be resold as new. The User is responsible for any depreciation of the goods resulting from handling beyond what is necessary to verify their nature, characteristics and functioning, as would be acceptable in a commercial establishment. All mattresses must be in perfect condition to be accepted for return—that is, mattresses can only be returned as they were delivered (in the case of vacuum-packed rolled mattresses, they will only be accepted in the same condition). In the event of a return, shipping costs are always the responsibility of the User. The User may not freely withdraw from contracts for:
a) Provision of services where:
i) The services have been fully provided with the consumer’s express prior consent;
ii) The consumer acknowledges losing the right of withdrawal if the contract is fully executed by the professional;
b) Supply of goods or services whose price depends on financial market fluctuations beyond the supplier’s control during the withdrawal period;
c) Supply of goods made to the consumer's specifications or clearly personalised;
d) Supply of goods which, by nature, cannot be returned or are likely to deteriorate quickly;
e) Supply of sealed goods not suitable for return due to health or hygiene reasons if unsealed after delivery;
f) Supply of goods which, after delivery, are inseparably mixed with other items;
g) Supply of alcoholic beverages whose price was agreed upon at the time of sale, to be delivered after 30 days, and whose real value depends on market fluctuations;
h) Supply of audio or video recordings, games or software, as well as perfumes, cosmetics and similar items unsealed by the consumer after delivery;
i) Supply of newspapers, magazines or periodicals, except subscription contracts for those publications;
j) Contracts concluded at public auctions;
k) Provision of non-residential accommodation, goods transport, car rental, catering or leisure-related services (shows, parks, events, cinemas, tours, flights, trains, buses, etc.) if the contract specifies a specific date or period for performance;
l) Supply of digital content not provided on a physical medium if:
i) Execution begins during the withdrawal period with the consumer’s express prior consent; and
ii) The consumer acknowledges that this consent implies loss of the right of withdrawal;
m) Repair or maintenance services carried out at the consumer's home or by third parties without our express authorisation.

In the event of return due to a logistical error, Dreamura will bear the return costs as well as the costs of sending the correct product (where possible). The refund will be processed as previously described.

Dreamura does not accept returns sent postage due or cash on delivery. In all cases, returns or exchanges may be sent by post using a service that guarantees hand delivery to:

Dreamura
Avenida Paul Harris, nº1, Edifício D
2710-274 Mem Martins, Sintra

The warranties associated with the products, when applicable, are provided by Dreamura’s manufacturer and must be activated in accordance with the legal documentation accompanying the product. The invoice serves as proof of purchase and the start of the warranty period. The warranty is valid when accompanied by the purchase proof clearly showing the brand, model and purchase date. These warranties do not exclude the legal warranty provided by Dreamura as the seller. The stated warranties are valid for 3 years. Note: these periods may vary depending on the product type, supplier conditions, website segment, usage type, and product features.

We guarantee the quality of the materials used in Dreamura products as well as their proper manufacturing. Under Decree-Law no. 84/2021, we provide a 3-year warranty for durable goods and 2 years for non-durable goods—namely, mattresses and beds; and pillows, duvets and home textiles, respectively—from the date of delivery in case of non-conformity under legal terms.

When the warranty is activated, we will repair or replace the product within the warranty period that shows non-conformity, with no labour or shipping costs. We reserve the right to inspect the mattress before any repair or replacement to determine the nature or origin of the defect and decide whether it is covered under warranty.

Warranty exclusions:
a) Considering the nature of the product and its characteristics, the following are deemed normal and compliant:
i) A 10% variation in mattress height;
ii) After several hours of use/sleeping, body impressions may appear on the mattress.

The above are normal occurrences due to material adaptation and may relate to bed weight. These do not affect the quality of sleep provided. We recommend rotating and flipping the mattress frequently to ensure longer life for your sleep equipment.

ARTICLE 13 — FAILURE TO COMPLAIN OR COLLECT ORDERED PRODUCTS

If, after shipment, Dreamura or its distribution partner is unable to deliver the ordered product for reasons not attributable to them (e.g., absence at the specified address, failure to collect from the postal station within the established deadline, or failure to collect from the carrier's pickup point), Dreamura will send an email notification to the User about the failed delivery, within 8 days after the delivery attempt or collection deadline, repeating the notification on the same terms and date (if applicable). A new shipment may incur additional shipping costs.

If the order is not redelivered (for reasons not attributable to Dreamura), Dreamura will store the order for 6 months from the date of the first shipment. The User may collect the order during this period by paying an additional 5% of the product price as compensation for Dreamura’s administrative costs. If the order is not collected within this period, Dreamura will consider this a definitive breach of contract by the User, and from that moment, Dreamura will be fully relieved of the obligation to store the order, and the User will lose the right to request delivery or a refund.

CHAPTER III – FINAL PROVISIONS

ARTICLE 14 – ENTIRE AGREEMENT AND INVALIDITY

These general terms and conditions constitute the entire agreement between the parties, together with any specific conditions of sale applicable to each individual product. If any clause of this contract is declared void due to a legislative, regulatory change or court ruling, such invalidity shall not affect the validity of the remaining clauses, and the obligation to comply with the unaffected clauses shall remain in effect.

ARTICLE 15 – DURATION AND AMENDMENTS

These general terms and any amendments thereto shall apply for as long as the services offered by Dreamura are available online. These terms of use may be updated at any time by Dreamura whenever deemed necessary or desirable, without prior notice to the Users, to comply with legal requirements or operational changes. Users will always have access to the current terms of use on Dreamura.com. Any subsequent access to or use of the site by the User shall be considered as unequivocal proof that they have read, accepted, and understood the updated general terms. If there is already a contractual relationship between Dreamura and the User, the new terms will only be valid if Dreamura informs the User of the change and the User does not contest the validity of the amended terms in writing within 6 weeks, provided that the User has been informed of the legal consequences of not contesting.

ARTICLE 16 – EVIDENCE

The computer records stored in the systems of Dreamura and its partners, under reasonable security conditions, will be considered as evidence of communications, orders, and payments between the parties.

ARTICLE 17 – STORAGE OF TRANSACTIONS AND ACCOUNT CANCELLATION

Orders and invoices will be stored on a reliable and durable medium. Each User may request the cancellation of their registration by following the steps indicated on the website. In any case, cancellation will not result in the deletion of transaction records made by the User or of other data whose retention is necessary for Dreamura’s legal obligations (e.g., tax obligations) or for the protection of its rights.

ARTICLE 18 – APPLICABLE LAW, JURISDICTION, AND CONSUMER DISPUTES

These general terms and the contract they form are subject to Portuguese law. In case of dispute, and in the absence of an amicable resolution, the Portuguese courts will have exclusive jurisdiction, according to the legally prescribed rules of territorial jurisdiction.

Notwithstanding the above, in the event of a low-value consumer dispute, as defined by Law No. 24/96 of 31 July, the User may resort to the competent alternative dispute resolution entity. Without prejudice to the provisions of the legislation, statutes, and regulations governing such entities, the User may choose the European online dispute resolution platform available at https://webgate.ec.europa.eu/odr, the alternative dispute resolution entity in their place of residence, or a specialised entity, if one exists for the relevant sector. If no such entity exists or if the existing ones are deemed not competent due to the value of the dispute, the User may resort to the Centro Nacional de Informação e Arbitragem de Conflitos de Consumo (National Centre for Consumer Conflict Information and Arbitration), located in Lisbon, available at https://www.cniacc.pt/pt/.

Last updated on February 17, 2025.
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