Refund policy

Last updated: 27 September 2026

Right of withdrawal: 14 days

You have the right to withdraw from your purchase within 14 calendar days without giving any reason. The period starts on the day you (or a person you nominate, other than the carrier) receive the product. If your order arrives in several deliveries, it starts when you receive the last one.

How to withdraw

All you need to do is tell us your decision before the period ends, in any of these ways:

  • By email to hola@hexorasleep.com, with a clear statement that you wish to withdraw.
  • With the model form at the end of this page (you do not have to use it).

How to return the product

  • Once we receive your request, we will send you the return address by email.
  • You must send the product back to us without undue delay and no later than 14 calendar days after telling us that you are withdrawing.
  • You pay the cost of returning the product. We recommend using a tracked service.
  • You may examine the product as you would in a shop. If you use it beyond that or return it damaged, we may deduct any resulting loss in value from your refund.

Refund

We refund everything you have paid, including the original delivery cost, within 14 calendar days at most from the day you tell us you are withdrawing. We may wait until we receive the product (or until you send us proof that you have sent it back) before issuing the refund. We use the same payment method you used, at no cost to you.

If you bought a bundle with free pillowcases and return only part of it, the refund is calculated based on the price of what you return; the free pillowcases are deducted at the price of the “pillow + pillowcase” option.

Damaged or faulty products

If the parcel arrives damaged, take photos of the packaging and the product and write to us within 48 hours so that we can claim from the carrier. This does not limit your warranty rights.

If the product has a manufacturing defect or does not match what you bought, the legal guarantee of conformity applies: 3 years from delivery under Spanish law (and whatever your country's law gives you, if it is more protective). You can choose repair or replacement and, if that is not possible, a price reduction or a refund. In these cases we pay all shipping costs.

Contact

If you have any questions about returns, write to us at hola@hexorasleep.com with your order number.

Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

To: HEXORA, [NOMBRE Y APELLIDOS DEL TITULAR], [DOMICILIO DEL TITULAR], hola@hexorasleep.com

I hereby give notice that I withdraw from my contract of sale of the following goods: ____________________

Ordered on / received on: ____________________

Order number: ____________________

Name of consumer: ____________________

Address of consumer: ____________________

Signature of consumer (only if this form is notified on paper): ____________________

Date: ____________________