Exchanges and returns

Return process, conditions and costs by country

 

How to request a return

1. Contact us — Provide the order number, the items you wish to return and the reason. Send photographs of the item and its packaging whenever possible.

2. Wait for approval — We will confirm whether the return can be made in person, through a carrier chosen by the customer or through collection arranged by Indream.

3. Prepare the item — The product must be complete, new and in the same condition in which it was received. If opened, repackage it and protect it properly.

4. Pay for collection, where applicable — If Indream arranges the collection, the corresponding cost must be paid in advance. Collection is only scheduled after payment is confirmed.

5. Hand over the item — Make sure it is ready on the agreed date. We recommend taking photographs immediately before collection.

Essential conditions

·  We do not accept items with tears, stains, odours, dirt, signs of misuse or other damage.

·  The item must be returned with all components, accessories, labels, instructions and gifts received.

·  Customised items or items made to the customer’s specifications cannot be exchanged or returned once production has started.

·  The costs shown on this page apply to returns made at the customer’s discretion. Defects, transport damage and lack of conformity are assessed separately.

If the order has already been dispatched

 

 

Where to return the item

 

How the amount is determined

·  Sealed item within the weight and size limits: the parcel carrier rate applies.

·  Opened, wooden or bulky item — for example, beds and headboards: the bulky-item rate applies, even if the item weighs less than 32 kg.

·  The chargeable weight may be the greater of the actual weight and volumetric weight. The number of packages may also affect the total.

·  Before payment, Indream confirms the amount based on photographs, weight, dimensions, postcode and number of packages.

Mainland Portugal

Sealed items up to 32 kg — parcel collection service.

 

Opened, wooden, bulky or over-32 kg items — bulky-item collection.

Portuguese islands — Madeira and the Azores

Sea collection. The chargeable weight is the greater of the actual weight and the volumetric weight (length × width × height, in cm, ÷ 4000).

 

Mainland Spain

Sealed items up to 32 kg — parcel service.

 

Opened, wooden, bulky or over-32 kg items — bulky-item service.

France

Sealed items up to 31.5 kg — parcel service.

 

Opened, wooden, bulky or over-31.5 kg items — delivery/collection outside the building at street level.

 

Germany

Sealed items up to 31.5 kg — parcel service.

 

Opened, wooden, bulky or over-31.5 kg items — delivery/collection outside the building at street level.

 

Refunds and responsibility for the item

When will the refund be issued?

Once the return has been notified, the refund is processed within the applicable legal period. Indream may wait until it receives the returned item or the customer provides proof of dispatch, whichever occurs first. The refund is made using the payment method applicable to the order, unless otherwise agreed.

Who is responsible during transport?

The customer must package and protect the item properly. When the customer chooses and hires a carrier directly, they are responsible for ensuring that the shipment reaches its destination. When Indream arranges collection, the item must be packaged, accessible and ready on the agreed date.

Before collection

·  Make sure all packages are present and identified.

·  Protect corners, fabrics, fasteners and exposed surfaces.

·  Take photographs of the item, the packaging and the transport labels.

·  Make sure the telephone contact is available on the collection date.

Legal notice

The right to withdraw from distance contracts is exercised in accordance with applicable law. This information does not limit consumer rights in cases of lack of conformity, defects or damage attributable to transport. In the event of any discrepancy, applicable law and the Terms and Conditions in force prevail.