Refund policy

At Droomie, we believe it's important that you're satisfied with your purchase. That's why we've established a clear return and refund policy. This way, you know exactly where you stand if you decide to return an order.

1. Conditions for returns

To return a product to us, the following conditions apply:

• Return requests must be submitted within 14 days of purchase;
• Products with a broken seal are not eligible for return;
• Products with visible damage or signs of use will be refused;
• Products must be complete, including all parts, accessories, and manuals;
• Original packaging must be intact.

Returns that do not meet the above conditions will not be processed.

2. Registering a return

To ensure a smooth process, follow the steps below:

• Send an e-mail to support@droomie.nl or fill in the return form on the website. Always state your order number. Without an order number, we cannot process your return.
• Indicate the reason for the return. This doesn't need to be a lengthy explanation; a brief note is sufficient.
• You will receive a confirmation from us with the return address and clear shipping instructions.
• Pack the product securely, in the original box, and include a note with your order number in the shipment.
• Send the package back via a carrier of your choice and keep your proof of shipment in a safe place.

For products valued above €75, we recommend using a trackable shipping service or shipping insurance. This provides assurance that your return will arrive with us safely.

3. Costs and responsibility

The shipping costs for returning a product are always the customer's responsibility.
Droomie is not responsible for loss or damage during the transport of a return shipment. Therefore, make sure to pack the item well and, if necessary, choose registered or insured shipping.

4. Refund

Once we have received and inspected your return, we will process the refund of the purchase amount.

• We will refund you within 14 business days after processing the return.
• The refund will be made via the same payment method used to place the order.
• Only returns that meet the conditions are eligible for a refund.

5. Late or missing refunds

In some cases, it may take a while before a refund becomes visible. This is because banks and credit card companies often apply a processing time of 2 to 3 business days.
Haven't received your money back after this period? Then follow these steps:

1. Check your bank account or credit card statement.
2. Contact your bank or credit card company.
3. Still nothing received? Send us an e-mail at support@droomie.nl so we can investigate further.

6. Damaged items

Did you receive an item that arrived damaged or defective? We're happy to resolve this for you.

• Report the damage within 48 hours of receipt via support@droomie.nl.
• Always include clear photos showing the damage, along with your order number.
• Reports made later than 48 hours cannot be processed.