1. Return Conditions

We accept returns under the following terms:

  • Certain mattress models come with a trial period, during which a return can be requested:
    • 10-night trial to 30-day trial, depending on the model and brand.
  • The product must be unused, in original packaging, and free of any stains, damage, or odors.
  • A valid proof of purchase (receipt, invoice, or order confirmation) is required.

Products not eligible for return include:

  • Pillows, beds, bed bases, toppers, massage chairs and other sleep accessories.
  • Items marked as clearance, promotional, or final sale.
  • Customized or made-to-order products.
  • Products that show signs of wear, misuse, or improper handling.

2. How to Request a Return

To begin the return process:

  1. Contact our customer care team at info@dormella.store or via phone at [phone number].
  2. Our team will verify your eligibility and provide return instructions.
  3. Pickup or return shipping will be arranged as appropriate. Items must be packed securely to avoid damage.

3. Refunds

  • Refunds are initiated after the returned item is inspected and approved.
  • Once approved, the refund will be processed to the original payment method within 10-14 business days.
  • Delivery and handling fees are non-refundable, unless the return is due to an error on our part.

4. Delivery Policy & Missed Deliveries

  • If no one is available to receive the order on the scheduled delivery date, we offer one rescheduled delivery at no charge.
  • Additional delivery attempts may incur a fee depending on location.
  • All orders must be fully paid at least two business days prior to the delivery date.
  • Additional delivery charges may apply to remote or Western Region areas.

5. Exchange Guidelines

  • Exchanges are permitted only once per customer and must fall within the applicable trial period.
  • Exchange of some mattresses must be exclusively from the same brand (not applicable to every mattress type)
  • For size-related exchanges, requests must be submitted promptly after delivery and are subject to stock availability and inspection.
  • Only standard sizes listed on our official product guide or website are eligible for exchange.
  • Where applicable, exchange-related fees may be applied to cover logistical or product value differences.

6. Need Help?

If you have questions or need assistance regarding your return, refund, or exchange, please don’t hesitate to reach out:

�� info@dormella.store
�� [phone number]

We appreciate your confidence in [Company Name] and look forward to serving your sleep needs with care and integrity.