Refund policy
RETURN & REFUND POLICY
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. This is longer than the 14-day cancellation period you are entitled to by law.
To be eligible for a return, your item must be in the same condition that you received it: unused, with any labels and seals intact, and in its original packaging. You will also need your order number or proof of purchase.
HOW TO START A RETURN
To start a return, email us at info@dozeflow.com with your order number and the reason for your return. You can also reach us through our contact page.
Once we have accepted your return, we will send you written instructions telling you how and where to send your package. Please wait for these instructions before sending anything back.
Items sent to us without first requesting a return cannot be accepted or refunded.
RETURN SHIPPING COSTS
If your item arrived damaged or defective, or is not the item you ordered, we cover the full cost of return shipping. We will send you a prepaid return label at no charge to you.
If you are returning an item for any other reason, for example because you changed your mind, the cost of return shipping is paid by you. You may arrange return shipping yourself using a tracked service, or ask us to send you a return label, in which case the cost of that label will be deducted from your refund.
We recommend using a tracked service for any return. Until your parcel reaches us, it remains your responsibility, and we cannot refund an item that does not arrive.
YOUR RIGHT TO CANCEL
If you are a consumer in the United Kingdom, you have the right to cancel your order within 14 days of receiving it, without giving any reason.
To cancel, email us at info@dozeflow.com within those 14 days. You then have a further 14 days to send the goods back to us.
If you cancel under this right, we will refund the full price of the item together with the standard delivery cost you originally paid. If you chose a more expensive delivery method than our standard option, we refund the standard rate. The cost of returning the goods to us is yours, unless the item was damaged, defective or incorrectly supplied.
Our 30-day return policy above is offered in addition to this legal right and does not affect it.
DAMAGES AND ISSUES
Please inspect your order as soon as it arrives and contact us immediately if the item is defective or damaged, or if you have received the wrong item, so that we can evaluate the issue and put it right. Where possible, please include a photograph. It allows us to resolve things faster.
NON-RETURNABLE ITEMS
We cannot accept returns on gift cards.
For hygiene reasons, sleep mouth tape, nasal breathing strips and earplugs can only be returned if the hygiene seal is unopened. We cannot accept returns on items where a hygiene seal has been removed, unless the item is faulty.
All other items, including items bought in a sale, can be returned under the terms set out above.
EXCHANGES
We do not process direct exchanges. The fastest way to get the item you want is to return the one you have and place a new order for the replacement. That way your new item ships straight away instead of waiting for your return to reach us.
REFUNDS
We will notify you once we have received and inspected your return, and let you know whether the refund has been approved. If approved, you will be refunded automatically to your original payment method within 10 business days.
Please note that it can take additional time for your bank or card issuer to process and post the refund to your account. If more than 15 business days have passed since we approved your return and you have not received it, please contact us at info@dozeflow.com.
COMPANY INFORMATION
Store Name: Dozeflow
Company Name: D&D E-Commerce
Company Number: 42164821
Company Address: Marketentsterlaan 39, De Meern, Utrecht, 3454 WN, Netherlands
CONTACT
Do you need help?
Have a question about your order? Whether it's about a product, shipping or a return, we're here for you. Our customer service team is happy to help.
We're available five days a week and always aim to get back to you as quickly as possible.
Monday to Friday: 8:00 – 18:00 (GMT)
Saturday and Sunday: Closed
Mail: info@dozeflow.com
Phone: +44 114 463 0449