Refund policy

We offer a 30-day returns period, which means you have 30 days after receiving your order to request a return.

Change-of-mind returns

To be eligible for a change-of-mind return under our extended 30-day returns policy, your item must be:

Unused and unworn
In the same condition in which you received it
Complete with all accessories, components and tags
In its original packaging
Accompanied by proof of purchase

Certain exclusions apply, as explained below.

To request a return, contact us at hello@dozura.co.uk before sending anything back.

Please include:

Your full name
Your order number
The product you wish to return
Your reason for returning it

If your return is accepted, we will provide instructions explaining how and where to send your item.

Items returned without contacting us first may not be accepted.

Return postage

For change-of-mind returns, the customer is responsible for arranging and paying the return postage.

We strongly recommend using a tracked and adequately insured delivery service and keeping your proof of postage until your refund has been completed.

Dozura cannot accept responsibility for returned parcels that are lost, damaged or delayed in transit.

Return postage costs are non-refundable unless the item is faulty, damaged, incorrect or misdescribed.

Where an item is confirmed to be faulty, damaged, incorrect or misdescribed, we will provide appropriate return arrangements and cover reasonable return costs.

UK cancellation rights

For qualifying online purchases, UK customers have the right to tell us that they wish to cancel their order within 14 days of receiving it. After notifying us, they normally have a further 14 days to return the goods.

During this statutory cancellation period, you may inspect and handle an item only as you reasonably would in a physical shop. A lawful deduction may be made where an item’s value has been reduced through handling beyond what is reasonably necessary to inspect it.

For qualifying cancellations made within 14 days of delivery, we will refund:

The price paid for the returned item
The cost of our least expensive standard delivery option, where a delivery charge was paid

If you selected Saver delivery and it was our least expensive standard delivery option, that delivery charge will be refunded.

If you selected Express, next-day or another upgraded delivery service, we will refund only the equivalent cost of our least expensive standard delivery option. Any additional amount paid for upgraded delivery will not be refunded.

If your order qualified for free standard delivery, there is no original delivery charge to refund.

For change-of-mind returns requested after the statutory 14-day cancellation period but within our extended 30-day returns period, original delivery charges are non-refundable.

Our additional 30-day returns period does not restrict or replace your statutory rights.

Damaged, faulty or incorrect items

Please inspect your order as soon as it arrives.

The item is defective
The item has been damaged in transit
You received the wrong product
An item is missing from your order
The product is not as described

Please include your order number and clear photographs where possible.

We will assess the issue and provide an appropriate solution. This may include a repair, replacement or refund, depending on the circumstances and your legal rights.

Nothing in this policy limits your rights where goods are faulty, not as described or not fit for their intended purpose.

Non-returnable items

For health, hygiene and safety reasons, certain products cannot be returned once their sealed packaging has been opened, unless they are faulty, damaged, incorrect or misdescribed.

These may include:

Mouth tape
Nasal strips
Sleep patches
Supplements
Opened earplugs
Other sealed personal-care or hygiene-sensitive products

We also cannot accept change-of-mind returns for:

Personalised or custom-made products
Gift cards
Perishable goods
Hazardous materials, flammable liquids or gases

Please contact us before opening or using a product if you are unsure whether it can be returned.

Sealed goods that are unsuitable for return for genuine health or hygiene reasons may be excluded from change-of-mind returns once unsealed.

Sale and discounted items

Sale and discounted items have the same statutory rights as full-price items.

They may be returned where statutory cancellation rights apply or where they are faulty, damaged, incorrect or misdescribed.

Any additional promotional return terms shown at the time of purchase may apply only where they do not restrict your statutory rights.

Exchanges

We do not currently offer direct exchanges.

The fastest way to receive a different product is to:

Request a return for the original item.
Wait for the return to be accepted.
Place a separate order for the replacement product.

Refunds

We will notify you once your return has been received and inspected and confirm whether the refund has been approved.

If approved, the refund will be issued to your original payment method.

For qualifying statutory cancellations, refunds will include the item price and the cost of our least expensive standard delivery option, where applicable.

For returns made under our voluntary extended returns policy after the statutory cancellation period, original delivery charges are non-refundable.

The following are not normally refundable for change-of-mind returns:

Return postage
The additional cost of Express or upgraded delivery above the standard-delivery amount
Gift wrapping or optional extras already supplied
Any reduction in value caused by unreasonable handling, use or damage

We aim to issue approved refunds within 10 business days of receiving and inspecting the return.

Your bank or payment provider may take additional time to process and display the refund.

If more than 15 business days have passed since we confirmed that your refund was issued, contact us at hello@dozura.co.uk.

30-Night Sleep Better Guarantee

Selected products may also be covered by our separate 30-Night Sleep Better Guarantee.

That guarantee has its own product eligibility, exclusions and return conditions. It does not automatically apply to every product, bundle or sleep system.

The guarantee is separate from this returns policy and does not affect your statutory rights.