1. Identification and Scope

The website indreamsleep.com is operated by Compra e Dorme, Lda., with registered office at Rua 25 de Abril, nº 383, Centro Empresarial 3CE, 4520-115 Santa Maria da Feira, Portugal, Portuguese tax identification number (NIPC) PT515541923, hereinafter referred to as “Indream”.

These Terms and Conditions govern the use of the website and the purchase of products sold through it. Before completing an order, the customer must read these terms, as well as the information provided on the product page and during the checkout process.

Indream may update these terms. The version applicable to each purchase is the version published and accepted at the time the order is placed, without prejudice to any rights already acquired by law.

2. Products, Dimensions and Availability

The essential characteristics, composition, dimensions, firmness and other specifications of each product are provided on the respective product page. Colours and proportions shown in photographs may vary depending on the screen and image framing.

Mattresses and other items made from flexible materials may present slight dimensional tolerances resulting from manufacturing, packaging and recovery after opening. Any differences will be assessed in accordance with the technical specifications, product characteristics and applicable legislation.

Orders are subject to availability. If an item becomes unavailable, the customer will be informed and may wait for it to be restocked, choose a replacement product with the corresponding price adjustment, or cancel the unavailable item and receive a refund of the amount paid.

3. Prices and Taxes

Prices are stated in euros and include VAT at the applicable legal rate, unless expressly stated otherwise. The price confirmed when the order is placed will not be affected by subsequent changes.

In the event of an obvious error in the price or information provided, Indream will contact the customer before dispatch to propose a correction or cancellation of the order, with a full refund of any amounts paid. Promotions are subject to stock availability and cannot be combined unless expressly stated otherwise.

4. Orders and Contract Formation

Customers may make purchases as guests or through an account. Before completing a purchase, the customer must check the items, dimensions, quantities, address, contact details and billing information.

Automatic acknowledgement of an order does not constitute a guarantee of availability. The contract is considered confirmed once the order and payment, where applicable, have been validated, without prejudice to cash-on-delivery orders.

5. Payments

Payment may be made by bank card, Multibanco reference, MB WAY, PayPal, Klarna or cash on delivery, depending on the options made available during checkout for the relevant order. A Multibanco reference is valid for three days. Failure to make payment within the specified period may result in automatic cancellation of the order.

Payments processed by third-party providers are also subject to those providers’ terms and validation procedures.

6. Cancellation and Changes Before Dispatch

The customer may request a change to or cancellation of an order free of charge until it has been dispatched by contacting Indream and providing the order number. Changes to items, dimensions or addresses may affect the price and estimated delivery time.

Once the order has been dispatched, the shipment can no longer be cancelled. The customer must wait for delivery and refuse the order. If the delivery has already been accepted, the customer may, where permitted by law, exercise the right of withdrawal in accordance with Section 11.

7. Delivery Destinations and Shipping Costs

Indream delivers to Portugal, Spain, France and Germany.

For the Autonomous Regions of Madeira and the Azores, shipping costs are calculated according to the total weight and postcode and are displayed during checkout before the customer confirms the order.

8. Delivery Times

The applicable estimated delivery time is indicated on each product page and depends on the item, its availability and the destination. Under normal circumstances, delivery may take 3 to 5 or 3 to 12 working days after payment confirmation, where applicable.

Delivery times are estimates and may be affected by temporary unavailability, production, weather conditions, access restrictions, strikes, force majeure or carrier constraints. August and December are periods of high operational activity during which delays may occur. In the event of a delay, the customer should contact Indream so that the situation can be followed up with the carrier.

Unless otherwise agreed or required by mandatory applicable law, the order will be fulfilled within the maximum statutory period.

9. Delivery Conditions

Delivery is made outside the building, at street level and at a location accessible to the delivery vehicle. It does not include carrying items upstairs, entering the property, moving products inside the property, dismantling, installation or assembly.

The customer is responsible for providing a complete and correct address, including the door number, floor, apartment number or any other necessary reference, as well as a valid telephone number and, preferably, an email address. The customer must also ensure suitable access conditions for the delivery vehicle and be available to receive the delivery.

Carriers generally make up to two delivery attempts. If delivery cannot be completed, the order may be held at a warehouse awaiting instructions or returned to the sender, depending on the carrier. Tracking information will be provided whenever the service used supports it.

Requests to change the delivery date or provide special instructions are subject to the carrier’s acceptance and availability. Indream does not guarantee a specific delivery day or time.

10. Assembly and Collection of Used Items

No assembly service is available.

In Portugal, Spain and Germany, Indream does not collect used mattresses or furniture. In Portugal, customers may contact their local municipality for information about the local bulky waste collection service.

In France, customers may request the free collection of a used item equivalent to the one purchased. This request must be made at the time of purchase or communicated to Indream before delivery so that the service can be arranged.

11. Right of Withdrawal and Returns After Delivery

For distance purchases, consumers may exercise their right of withdrawal without providing a reason within 14 days from the day on which they, or a third party designated by them other than the carrier, take physical possession of the goods, subject to the exceptions provided by law.

The decision must be communicated unequivocally to [email protected], stating the customer’s identity, order number and the items to be returned. The statutory withdrawal form may be used, but its use is not mandatory.

The consumer must return the goods within the applicable statutory period after communicating the decision to withdraw. The direct costs of returning the goods shall be borne by the consumer, provided that the consumer has been informed of this obligation in advance.

Items must be kept and returned in new condition and in the same condition in which they were received, without stains, dirt, odours, tears, holes, deformation resulting from improper use or other damage, and accompanied by their labels, components, accessories, instructions and any gifts included. The consumer may be held liable for any reduction in value resulting from handling beyond what is necessary to establish the nature, characteristics and proper functioning of the goods.

Opening the packaging does not automatically prevent a return. However, the customer must properly repackage and protect the item so that it is fully packed and ready for transport.

Items manufactured according to dimensions, choices or specifications personalised by the customer may be excluded from the right of withdrawal in accordance with applicable law. This exclusion does not affect rights relating to defects, damage or lack of conformity.

12. Arranging and Paying for Returns

The customer may arrange transport directly with a carrier or ask Indream to organise collection. Where collection is organised by Indream, the cost must be paid in advance. The price is calculated according to the item, its dimensions, the condition of the packaging and the collection location and will be communicated before collection is scheduled.

Advance payment confirms the collection because the carrier charges for the journey even if the customer changes their mind, is absent or has not prepared the item. The service organised by Indream includes up to two collection attempts. The item must be packaged, protected and accessible on the agreed dates.

Customers are advised to photograph the item, its packaging and the item once packaged before handing it over to the carrier, and to retain the photographs and proof of dispatch.

Returns made by carrier must be sent to: Rua da Gandarinha, 89, 3700-847 Romariz. This address does not accept items delivered in person by customers using their own means of transport.

Returns made in person must be delivered, following prior notification, to the Indream store at Pingo Doce Santa Maria da Feira — Hiper, Loja 01-B, 4520-195 Santa Maria da Feira. No appointment is required, but prior notification is mandatory.

13. Refunds

Where the right of withdrawal is validly exercised, Indream will refund the amounts due within the statutory period, generally within 14 days from the date on which it is informed of the decision. The refund will be made using the same payment method used for the purchase unless expressly agreed otherwise and without additional costs to the consumer.

The refund may be withheld until the goods have been received or until the consumer provides proof that they have been returned, whichever occurs first. For cash-on-delivery orders, an appropriate refund method will be agreed upon.

Additional costs resulting from the customer’s express choice of a delivery method more expensive than the least expensive standard delivery method offered are non-refundable.

14. Exchanges

Exchange requests must be communicated to [email protected]. Unless the exchange results from a lack of conformity or an error attributable to Indream, the costs of returning the item and sending the replacement will be borne by the customer and communicated before transport is arranged.

Any commercial exchange is subject to receipt and inspection of the condition of the item. Any price differences will be charged or refunded, as applicable.

15. Damaged, Incomplete or Incorrect Products

Customers should inspect the packaging and items as soon as possible. In the event of visible damage, an incorrect item or missing components, the customer should avoid using the product and promptly contact Indream, providing the order number, a description of the issue and photographs of the packaging, labels and product.

In the event of a lack of conformity or an error attributable to Indream, the transport costs necessary to resolve the issue will not be borne by the customer. Prompt communication facilitates evidence gathering and logistics management without reducing any statutory time limits or mandatory consumer rights.

16. Statutory Guarantee of Conformity

New movable goods benefit from the applicable statutory guarantee of conformity, currently lasting three years from delivery. Consumer rights are those established by applicable legislation and are not restricted by the technical assessment rules set out in the following section.

The guarantee should not be confused with the right of withdrawal. The former concerns defects or lack of conformity; the latter allows consumers, under the conditions established by law, to withdraw from a distance purchase.

17. Rules Applicable to Exchanges, Returns and Warranty Assessments

17.1 Required Information

• All claims must be accompanied by clear photographs of the item taken from several angles — front, top and sides — as well as the invoice or order reference.
• For mattresses, photographs of the bed base and bed on which the mattress rests must also be provided.
• If the dimensions of the delivered product differ from those ordered, photographs of the external packaging labels must be provided. If the mattress has already been opened, a photograph of the label sewn onto its side must also be provided.
• Indream may request measurements, additional images, an inspection or a technical assessment where necessary to determine the cause of the issue and the appropriate solution.

17.2 Condition and Hygiene

Assessment depends on the condition of the item and the ability to verify the reported issue. Stains, significant dirt, odours, moisture, cuts, holes, seams damaged through use, an unsuitable support, incorrect assembly or other external damage may prevent assessment or demonstrate that the cause is not attributable to the product. Each case will be assessed individually, without prejudice to the consumer’s statutory rights.

17.3 Tolerances, Recovery and Indentations

• Slight variations in length, width or height, including differences of less than approximately 3 cm, may result from manufacturing tolerances, flexible materials, packaging and the measurement method and do not automatically constitute a lack of conformity.
• Initial folds or deformation in compressed mattresses may occur during recovery. The item must be opened within the specified period and allowed to recover on a suitable surface during the first few days.
• Indentations or differences greater than 3 cm, correctly measured without load, as well as unusual noises, are subject to technical assessment taking into account the product’s age, use, maintenance, support and characteristics.
• Progressive changes in comfort, superficial body impressions and wear consistent with normal use do not, in themselves, constitute a manufacturing defect.

17.4 Situations Generally Covered or Subject to Assessment

• Manufacturing, material or assembly defects.
• Broken, cracked, missing or incorrect parts, where these are not the result of use, assembly or subsequent transport attributable to the customer.
• Stains or dirt present on a mattress that has remained properly packaged.
• Significant indentations, dimensional differences and abnormal noises, following technical verification and assessment of the support and conditions of use.

17.5 Situations Not Covered in the Absence of a Lack of Conformity

• Normal wear and tear, natural changes in materials or differences falling within the product’s technical tolerances.
• Damage caused by improper use, accidents, cuts, punctures, moisture, improper cleaning, transport or incorrect storage.
• Problems caused by an unsuitable, damaged, uneven or incompatible bed base, bed, assembly or support.
• Temporary folds and deformation during the normal recovery period of a compressed mattress.
• Recurrence of damage caused by the same previously identified external cause where that cause has not been corrected.

18. Complaints and Alternative Dispute Resolution

Customers may submit a complaint via [email protected] or through the Portuguese Electronic Complaints Book at www.livroreclamacoes.pt.

Where applicable, consumers may refer disputes to the competent consumer alternative dispute resolution body.

19. Personal Data

Personal data is processed for the purposes of managing orders, payments, deliveries, customer service and compliance with legal obligations, in accordance with the Privacy Policy published on the website. Customers should consult this policy for information regarding the legal bases for processing, retention periods, recipients and the exercise of their rights.

20. Contact Details

• Email: [email protected]
• Mobile: +351 910 702 220 (call to the Portuguese mobile network)
• Landline: +351 256 935 527 (call to the Portuguese fixed network)
• Physical store: Pingo Doce Santa Maria da Feira — Hiper, Loja 01-B, 4520-195 Santa Maria da Feira.