Refund policy
OUR 60-DAY PROMISE
If you are not satisfied with your Somnei product, you may request a refund within 60 days of the delivery date, provided the conditions below are met.
REFUND CONDITIONS
To approve a refund we must be able to verify the purchase and assess the item. All of the following must be true:
• The product is intact and undamaged. Items that have been damaged, taken apart, modified, or used in a way the instructions do not describe are not eligible for a refund.
• The original packaging has been kept and is undamaged. We cannot issue a refund where the original box or packaging has been discarded, destroyed, or damaged. The packaging is how we verify the item and the purchase.
• The order is complete. All accessories, guards, heads, and free gift items included with your order must be present.
Requests that do not meet these conditions cannot be refunded. We will tell you clearly and promptly if this applies to your order.
WHAT IS NEVER REFUNDABLE
• Requests made more than 60 days after delivery
• Products damaged by misuse, accident, or unauthorised repair
• Free gift items claimed separately from the paid product
• Orders placed with a fraudulent or unauthorised payment method
HOW TO REQUEST A REFUND
Email my@somnei.com with:
1. Your order number
2. The reason for your request
3. Clear photographs of the product and its original packaging
We reply within one business day. If approved, we confirm whether the item must be returned. Where a return is required, the item must arrive in the condition described above. Return postage is the customer's responsibility unless the item arrived damaged, faulty, or incorrect.
REFUND TIMING
Approved refunds are issued to the original payment method within 5 business days of approval, or of us receiving the returned item where a return was required. Your bank may take a further 3 to 10 business days to post the funds.
DAMAGED, FAULTY, OR INCORRECT ITEMS
If your order arrives damaged, faulty, or is not what you ordered, the packaging condition above does not apply. Send a photograph to my@somnei.com within 14 days of delivery and we will replace it at no cost or refund you in full, whichever you prefer. No return needed.
ORDER CANCELLATIONS
Orders can be cancelled for a full refund any time before they ship. Once tracking is active the order is in transit and the standard refund process applies.
YOUR STATUTORY RIGHTS
Nothing in this policy limits any right you have under the consumer law that applies where you live, and those rights take precedence where they conflict with anything written above.