Terms of service

5. General Terms & Conditions

Article 1 – Definitions

In these terms and conditions, the following definitions apply:

  • Trader: Dormé, established in the Netherlands and reachable via bydorme.com, email: info@bydorme.com
  • Consumer: the natural person who is not acting in the exercise of a profession or business and who enters into a distance contract with the trader
  • Distance contract: a contract concluded solely through the use of one or more means of distance communication
  • Right of withdrawal: the consumer's right to withdraw from the distance contract within the cooling-off period
  • Cooling-off period: the period within which the consumer may exercise their right of withdrawal

Article 2 – Trader Identity

  • Trading name: Dormé
  • Website: bydorme.com
  • Email: info@bydorme.com
  • Chamber of Commerce number: 89431057
  • VAT number: NL003380223B79

Article 3 – Applicability

These general terms and conditions apply to every offer made by the trader and to every distance contract concluded between the trader and the consumer. Deviations are only valid if agreed in writing.

Article 4 – The Offer

Offers are non-binding. The trader reserves the right to amend any offer. Obvious mistakes or errors in the offer are not binding on the trader. Colours and dimensions shown are indicative; minor deviations do not give rise to compensation or dissolution of the contract.

Article 5 – The Contract

The contract is formed at the moment the consumer accepts the offer and meets the stated conditions. The trader will confirm receipt of acceptance electronically. Until such confirmation has taken place, the consumer may dissolve the contract. The trader may verify whether the consumer is able to meet their payment obligations and is entitled to refuse an order on reasonable grounds.

Article 6 – Right of Withdrawal

The consumer has the right to withdraw from the contract without giving any reason within 30 days of receiving the product. The consumer must notify us of this in writing via info@bydorme.com. Following notification, the consumer has a further 14 days to return the product.

The right of withdrawal is excluded for:

  • Products that cannot be returned for hygiene reasons and whose seal has been broken after delivery (e.g. used sleep products)
  • Products manufactured to the consumer's specifications

UK consumers benefit from the same 30-day withdrawal right, which exceeds the 14-day minimum under the UK Consumer Contracts Regulations 2013.

Article 7 – Costs Upon Withdrawal

Return postage costs are the responsibility of the consumer, unless the product is damaged, defective, or incorrectly supplied. The trader will refund the full purchase amount (with no restocking fee) within 14 days of receiving the returned item or proof of return shipment.

Article 8 – Pricing

All prices include VAT and exclude any local import duties applicable outside the EU. UK customers should be aware that orders may be subject to UK customs duties or import VAT upon entry into the UK, for which the consumer is responsible. The trader reserves the right to amend prices, but confirmed prices remain fixed for the duration of the offer. Typographical or printing errors are not binding on the trader.

Article 9 – Conformity & Warranty

The trader warrants that products conform to the contract, the specifications stated in the offer, and reasonable standards of quality and usability. Defects must be reported in writing within 30 days of discovery.

Article 10 – Delivery

Delivery is made to the address provided by the consumer. The trader aims to deliver orders within the indicated timeframes. If delivery is delayed by more than 30 days from the date of order, the consumer has the right to dissolve the contract free of charge and is entitled to a full refund within 14 days.

Article 11 – Payment

Payment must be made via the payment methods offered at the time of ordering. The consumer is obliged to report any inaccuracies in payment details without delay. In the event of non-payment, the trader reserves the right to charge reasonable collection costs.

Article 12 – Complaints

Complaints regarding the performance of the contract must be submitted fully and clearly described to info@bydorme.com within 30 days of the consumer identifying the issue. We will respond within 14 days. If a complaint cannot be resolved by mutual agreement, the consumer may refer the matter to the competent disputes committee or court.

Article 13 – Disputes & Governing Law

Contracts between the trader and the consumer are governed by Dutch law, even if the consumer resides outside the Netherlands. The applicability of the UN Convention on Contracts for the International Sale of Goods (CISG) is expressly excluded.

EU consumers may also rely on the consumer protection laws of their own country of residence where these offer greater protection.

UK consumers are advised that while Dutch law governs this contract, they retain certain statutory rights under UK consumer law that cannot be waived by contract, including rights under the Consumer Rights Act 2015.

For the out-of-court settlement of consumer disputes, use may be made of the European Commission's ODR platform: https://ec.europa.eu/consumers/odr

UK consumers may alternatively contact the Chartered Trading Standards Institute (CTSI) or seek resolution through the UK courts.