What is Dorma Home’s returns policy?
While we advise you check all products upon delivery, we give you 14 days after the date of delivery for you to let us know if you want to return some or all of your order provided there is no evidence of use. Anything beyond this time will be refused.
If you exercise your right of cancellation after the items have been delivered to you, you will be responsible for returning your order to Dorma Home at your own cost.
Items you wish to return must be repackaged in the original packaging they came in on the day of delivery. If you no longer have the original packaging, or it’s too worse for wear, it is your responsibility to get packaging material that is suitable for safe transport of your order.
Please note: Once you have taken mattress toppers, mattresses and pillows out of their original packaging, you cannot return them due to hygiene issues.
Unfortunately, we are unable to offer a collection service for returning an unused item, the arrangement would need to be made by yourself to return the item to us.
Please be aware that unwanted items must not have been used and must be received back in pristine condition for reselling. This means you are unable to return an item that you have assembled.
Your refund will be processed within 14 days of receipt of goods and only after items have been inspected for damage by us. If any of your items return looking like they’ve been used or damaged, the item will only sell at a reduced value, in which case you will be charged for that loss.
We reserve the right to withhold part or all of your refund if items are returned damaged, so we encourage you to return items in the original packaging. Please also ensure the item is well wrapped.
Once you have taken mattress toppers, mattresses and pillows out of their original packaging, you cannot return them. If you wish to test a mattress topper, mattress or pillow please keep it wrapped until you are sure you wish to keep it.
What if the item is damaged when it arrives or you are sent the wrong item?
Our quality team check all items to ensure they are up to our standards before they are dispatch to you, so damage is extremely rare. It is also very important you inspect your product(s) upon delivery. If you’re not happy with the goods when you inspect them due to faults or damage, let our delivery partner know.
If only after your order is successfully delivered you realise you're unhappy with the quality, or if we've sent the wrong item, just contact us within 14 days of delivery, ideally sending us a couple of photos of the damage or other issues with the product.
Our team will assess your complaint and explain how you can return the item, and either give you a full refund, arrange for a repair, or order you a replacement.
Can I cancel my order if I change my mind?
You can cancel at any time before your item is dispatched or in the process of being delivered. Simply contact us and we'll cancel your order and give you a full refund.
Cancellations made after the dispatch of your item(s) will need to be made at the time of delivery, via a refusal of delivery or within 14 days of delivery by contacting us. You will receive a full refund once the product has been returned to us.
Need more info? Email firstname.lastname@example.org or call us at +352 28 66 91 98.