Refund policy

As provided by law, Alma Colchões allows the exchange or return of items within 14 days after delivery of the order, provided that the items meet certain requirements, namely:

the items are sealed and in their original packaging;

the items show no signs of use, handling or alteration;

the items are returned with all original documentation, including the invoice and packaging.

As long as the order has not yet been processed, the customer may cancel it directly through their customer account area by accessing the order details and selecting the “Cancel order” option.

After the order has been processed, cancellation will no longer be available. In this situation, if the customer wishes to withdraw from the purchase, they may request the return of the order through their customer account area, under the terms and conditions described below.

To request an exchange or return, the customer must access their customer account area and start the request through the return option.

If the exchange or return is being requested due to a defect or other non-conformity, Alma Colchões will bear the costs related to the exchange or return process. After receiving the exchange or return request, we will send the customer the return label(s) and will dispatch a new item once the returned item has been received at our warehouse.

If the exchange or return is requested solely at the customer’s discretion, the costs related to the exchange or return process shall be borne by the customer, who must send the item with postage and all charges prepaid to the address indicated by the customer support team.

After receiving the items at our facilities, we will carry out a careful inspection and, once the conditions for the exchange have been confirmed, Alma Colchões will proceed with the refund or new shipment within 14 days.

In the case of a return, the amount to be refunded will exclude shipping costs and will be returned using the same payment method originally used by the customer, unless the original payment was made by Multibanco, using entity and reference. In that case, the customer must provide their IBAN so that the amount can be refunded by bank transfer.

In accordance with the tolerances established by national and international industry standards, the materials used in the manufacture of mattresses may show a dimensional variation of up to 10% with use, due to material adaptability.