Refund policy

Last updated: January 6, 2026

This Return & Refund Policy explains your rights and our procedures in relation to returns, refunds, and replacements for products purchased from dormi (“we”, “us”, “our”). This policy forms part of our Terms and Conditions.

Your statutory rights under UK consumer law are not affected.

1. General Principles

Due to the personal care and hygiene nature of dormi products, we do not accept returns of products that have been opened, unsealed, used, or tampered with, except where the product is faulty or defective.

All returns, refunds, and replacements are subject to verification and compliance with this policy.

2. Statutory Cooling-Off Rights 

You have a 14-day statutory right to cancel your purchase, starting from the day you receive the goods.

However, under applicable consumer protection laws, this right does not apply to:

  • Products that are sealed for health or hygiene reasons and have been unsealed after delivery

Accordingly, dormi products must be unused, unopened, and in original sealed packaging to be eligible for return under the cooling-off period.

3. Faulty or Defective Products

If your product is faulty, damaged, or defective upon arrival, please contact us within a reasonable time after receipt and provide:

  • Your order number
  • A description of the issue
  • Supporting evidence where reasonably requested (e.g. photographs)

Once a defect is confirmed, we will, at our discretion and in accordance with applicable law, either:

  • Provide a replacement product, or
  • Issue a refund to the original payment method

This approach complies with consumer law while allowing us to resolve issues in a proportionate manner.

We reserve the right to request return of the defective product before issuing a replacement or refund, unless this is unreasonable.

4. Incorrect or Damaged Deliveries

If you receive the wrong product or your order arrives damaged in transit, you must notify us promptly.

Where the issue is verified, we may, at our discretion:

  • Send a replacement at no additional cost, or
  • Issue a refund

We are not responsible for damage caused after delivery due to misuse, storage conditions, or failure to follow instructions.

5. Non-Returnable Items

Unless required by law, we do not accept returns or issue refunds for:

  • Opened or used products
  • Products returned without original packaging
  • Products damaged due to misuse or neglect
  • Change-of-mind returns where hygiene seals have been broken

6. Refund Processing

Where a refund is approved:

  • Refunds are issued to the original payment method
  • Processing times may vary depending on payment provider
  • Shipping costs are non-refundable unless required by law

We are not responsible for delays caused by banks or payment processors.

7. Returns Process

Do not return products without contacting us first.

Unauthorised returns may not be accepted or processed.

Return instructions, if applicable, will be provided after your request is reviewed.

8. Our Right to Refuse Returns or Refunds

To the extent permitted by law, we reserve the right to refuse returns, refunds, or replacements where:

  • The policy conditions are not met
  • Fraud, abuse, or excessive return behaviour is suspected
  • Claims are unsupported or unreasonable

9. Contact Information

For return or refund enquiries, please contact:

Email: info@hellodormi.com