Returns
At Lena Dreams, we want you to be happy with your purchase. This Return & Refund Policy explains your rights and the conditions for returning products purchased through www.lenadreams.com.
This policy is intended to operate in accordance with applicable Irish and European Union consumer protection laws and does not affect any statutory rights you may have.
1. Change of Mind Returns
If you purchase a product from us online, you may cancel your purchase and request a return within 14 days of receiving your order, unless an applicable legal exception applies.
To exercise your right to cancel, you must notify us within this 14-day period by contacting: Lenadreams2025@gmail.com.
After notifying us of your decision to cancel, you must return the products without undue delay and no later than 14 days after notifying us.
2. Condition of Returned Products
You may inspect the products in the same way you would reasonably inspect them in a physical shop. However, products should not be used, washed, damaged, altered, or handled beyond what is reasonably necessary to establish their nature, characteristics, and quality.
Where possible, please return products in their original packaging together with any labels, accessories, instructions, or other items supplied with the product.
If a product has been handled beyond what is reasonably necessary and this results in a reduction in its value, we may be entitled to make an appropriate deduction from the refund where permitted by law.
3. Bedding and Hygiene Considerations
For hygiene reasons, we kindly ask customers not to sleep in, wash, stain, or otherwise use bedding that they intend to return.
Where a product is supplied sealed for genuine health protection or hygiene reasons and is legally exempt from the right of withdrawal once the seal has been broken, we may be unable to accept a change-of-mind return after the seal has been removed. This exception will only be applied where permitted by applicable consumer law and does not affect your rights in relation to faulty or non-conforming products.
4. Products That Cannot Be Returned
The right to return a product because you have changed your mind may not apply to certain products where an exception is permitted by law, including:
- Products made to your specifications or clearly personalised for you.
- Sealed products that are genuinely unsuitable for return for health protection or hygiene reasons where the seal has been broken after delivery, where the legal exemption applies.
- Other products excluded from the statutory right of withdrawal under applicable consumer law.
These exceptions do not remove any rights you may have where a product is faulty, damaged, not as described, or otherwise does not conform to your contract with us.
5. Return Shipping Costs
For a change-of-mind return, the customer is responsible for the direct cost of returning the products to us unless we agree otherwise.
We recommend using a tracked or otherwise reliable delivery service and keeping proof of postage until your return has been completed.
If the product is faulty, damaged, incorrect, or not as described, reasonable return costs will be handled or reimbursed as required by applicable consumer law.
6. Refunds
When you validly exercise your right to cancel an online purchase, we will refund the payments due to you in accordance with applicable consumer law.
Where applicable, this includes the original standard delivery charge. If you selected a more expensive delivery option than our least expensive standard delivery method, the additional delivery cost may not be refundable.
We may withhold the refund until we have received the returned products or until you provide satisfactory evidence that the products have been sent back, where permitted by law.
Refunds will normally be made using the same payment method used for the original transaction unless another method is expressly agreed. The time taken for the refunded amount to appear in your account may depend on your bank or payment provider.
7. Faulty, Damaged or Incorrect Products
If you receive a product that is faulty, damaged, incorrect, or not as described, please contact us as soon as reasonably possible at Lenadreams2025@gmail.com.
Please include your order number, a description of the issue and, where useful, photographs showing the problem. This will help us investigate and resolve the issue quickly.
Under applicable Irish consumer law, you may be entitled to remedies including a refund, repair, replacement, or price reduction depending on the circumstances. Where a qualifying fault is reported within the applicable short-term period, you may also have a right to terminate the contract and receive a full refund.
8. Sale and Promotional Items
Products purchased during a sale, promotion, or using a discount code remain subject to applicable statutory consumer rights. Unless a lawful exception applies, purchasing a product at a discounted price does not by itself remove your right to cancel an eligible online purchase.
9. Exchanges
If you would like a different size, colour, design, or product, please contact us at Lenadreams2025@gmail.com. Where an exchange is available, we will provide instructions based on the product and available stock. If an exchange cannot be arranged, you may return an eligible product in accordance with this policy and place a new order.
10. How to Start a Return
Before sending a product back, please contact us at:
Please provide:
- Your name and order number.
- The product or products you wish to return.
- Whether the return is a change-of-mind return or relates to a problem with the product.
- Photographs where the product is damaged, faulty, or incorrect, where reasonably useful.
We will provide you with the appropriate return instructions and return address. Please do not send returns to an address obtained from another source without first contacting us.
11. International Returns
If your order was delivered outside Ireland, please contact us before returning the product so that we can provide the appropriate return instructions. For change-of-mind returns, the direct cost of international return shipping is normally the responsibility of the customer unless we have agreed otherwise or applicable law requires otherwise.
12. Contact Us
If you have any questions regarding a return, refund, exchange, or faulty product, please contact us:
Website: www.lenadreams.com
Email: Lenadreams2025@gmail.com
Last updated: 9 August 2026