Refund policy
Returns and Refunds
Your right to cancel
Under EU consumer law you have 14 days from the day you receive your order to cancel it, without giving a reason.
To cancel, simply tell us within that period. You do not need to justify your decision.
Condition of returned items
To be accepted, a returned item must be:
- unused and never slept on;
- complete, with all protective wrapping intact;
- in its original packaging;
- with the pillow cover unwashed and unremoved.
The SOMNEVIA Cloud is a personal bedding product that comes into direct contact with the face and hair. For hygiene reasons, a pillow that has been slept on, unsealed or washed cannot be returned for a change of mind.
This restriction does not apply if the product is faulty, damaged or does not match your order. In those cases your rights are unaffected, whether or not the packaging has been opened.
How to return an item
Email us at support@mysomnevia.com with:
- your name;
- your order number;
- the items concerned;
- a clear statement that you wish to cancel.
We will reply with the return address and shipping instructions. Please do not send anything back before receiving them.
Items must be dispatched within 14 days of you telling us. Return shipping costs for a change of mind are paid by the customer. We recommend a tracked service: until the parcel reaches us, it remains your responsibility.
Refunds
We refund the price of the returned items together with the original standard delivery cost. Any supplement paid for an express delivery option is not refunded.
Refunds are issued to the original payment method, within 14 days of us receiving the returned goods or of you providing proof of dispatch, whichever is earlier. No restocking fee is charged.
Faulty, damaged or incorrect items
If your order arrives damaged, develops a fault or is not the product you ordered, contact support@mysomnevia.com with photographs and your order number. These cases are handled separately from the right of cancellation, and the costs of resolving them — including return shipping — are not borne by you.
Products sold by SOMNEVIA are covered by the statutory guarantee of conformity, which applies for two years from delivery in the European Union. This policy does not limit that guarantee or any other right you hold under consumer law.
Orders not yet dispatched
If you change your mind before your parcel leaves our warehouse, email us as soon as possible and we will cancel the order and refund it in full.
Model cancellation form
You may use the wording below, but you are not obliged to.
To SOMNEVIA — support@mysomnevia.com
I hereby give notice that I withdraw from my contract of sale for the following goods:
Order number:
Item(s) concerned:
Ordered on:
Received on:
Customer name:
Customer address:
Date:
Signature (only if this form is sent on paper):