Refund policy
REFUND POLICY
At Ombra Sleep, we stand behind the quality of our products. If for any reason you are not completely satisfied with your purchase, we offer a 30-day money-back guarantee.
30-DAY MONEY-BACK GUARANTEE
You may request a full refund within 30 days of the delivery date of your order, no questions asked. We believe in our product, and we want you to feel confident in your purchase.
HOW TO REQUEST A REFUND
To initiate a refund, contact our customer support team at contact@ombrasleep.com with:
- Your order number
- The email address used for your purchase
- The reason for your refund request (optional but helpful for improving our service)
Our team will respond within 1-2 business days to process your refund.
DO I NEED TO RETURN THE PRODUCT?
In most cases, no. Due to international shipping logistics, we do not require you to return the product to receive your refund. You may keep, gift, or responsibly dispose of the item.
In rare cases, we may request photos of the product for quality assurance purposes. This helps us improve our product for future customers.
REFUND PROCESSING TIME
Once your refund request is approved:
- Refunds are processed within 5-10 business days
- Refunds are issued to the original payment method used at checkout
- Depending on your bank or card issuer, funds may take an additional 3-7 business days to appear in your account
DAMAGED OR DEFECTIVE PRODUCTS
If your product arrives damaged or defective, please contact us at contact@ombrasleep.com within 14 days of delivery with photos of the issue. We will send you a free replacement at no additional cost.
ITEMS NOT ELIGIBLE FOR REFUND
- Orders older than 30 days from the delivery date
- Products intentionally damaged by the customer after delivery
- Refund requests made without a valid order number or proof of purchase
CANCELLATIONS
Orders can be cancelled free of charge within 12 hours of placement. After 12 hours, orders may already be in production or shipped, and the standard refund policy applies.
EXCHANGES
We do not offer direct exchanges at this time. If you would like a different variant, please request a refund for your current order and place a new order for the desired item.
CONTACT US
For any questions regarding this policy, please contact our customer support team:
Email: contact@ombrasleep.com
Business hours: Monday-Friday, 9:00-17:00 CET
Response time: Within 1-2 business days
Ombra Sleep
This policy was created to comply with consumer protection regulations including the US FTC Mail Order Rule and EU consumer rights directives.