Refund Policy

This page reproduces Sections VII, IX, X and XIV of our Terms and Conditions of Sale, which apply in full. In case of any difference, the Terms and Conditions of Sale prevail. For any question, write to support@qimora.com.

VII. The 30-night sleep trial & returns

Because your body needs time to adjust to a new sleep environment, we voluntarily offer a 30-Night Sleep Trial. If you’re not satisfied, you may return the product under the conditions below.

a) Sleep on the Pad for at least 14 nights before requesting a return (this break-in period lets your body adapt).

b) Between night 14 and day 30, email support@qimora.com with photos of the product’s condition to start your return.

To protect the electronics and hygiene of the product:

a) Water drainage (mandatory): All water must be fully drained from the Unit and Pad before packing. This step is essential, returns received with water inside may cause irreversible electronic damage and result in a reduced or denied refund.

b) Before draining, please contact us at support@qimora.com to request our video instructions showing how to drain the product correctly.

c) Please return the product in its original packaging (Carton, Unit Inner Box, and Pad Bag). If the original packaging is missing, a repackaging fee of EUR 20 will be deducted in addition to the 5% cap below, reflecting the actual cost of restoring the product to a resalable condition.

What is deducted from your refund. You are responsible only for the real costs below, and we will provide the supporting invoices on request:

a) Return shipping: the direct cost of returning the goods is borne by you (Art. 14(1), Directive 2011/83/EU). For the safe transit of high-value electronics, we arrange collection through our designated logistics partner and deduct the actual carrier cost for your shipment.

b) Diminished value (Art. 14(2), Directive 2011/83/EU): you are liable for any loss of value caused by handling the product beyond what is necessary to establish its nature, characteristics, and functioning. Because the Pad is used in direct contact with the body, a Pad that has been slept on requires professional cleaning before it can be resold. In this case we deduct the actual sanitisation cost, charged at EUR 40 per hour (typically around half an hour, i.e. approximately EUR 20). In rare cases where a Pad is returned heavily soiled or damaged, a higher deduction may apply.

Our goodwill cap: even though the law would in some cases allow us to deduct more, we voluntarily limit these return deductions (return shipping and diminished value) to a maximum of 5% of your order value. The only exception is the EUR 20 repackaging fee above, which applies solely when the original packaging is missing.

By purchasing, you acknowledge that using the Pad during the trial reduces its value and that the costs above may be deducted from your refund, subject to the 5% cap and the separate repackaging fee where applicable.

For consumers in the United Kingdom, equivalent statutory rights apply under the Consumer Contracts Regulations 2013. The 30-Night Sleep Trial and the return conditions above also apply to consumers in Switzerland on the same contractual basis.

IX. Damaged, incorrect, or incomplete orders

If the order received is damaged, incorrect, or incomplete, the User must immediately contact customer service at support@qimora.com, attaching, where possible, photographic evidence of the issue.

In the event of a damaged or incorrect Product, the Seller, after verification, shall provide instructions for return at its own expense and shall arrange for the shipment of a replacement product or a full refund, depending on the agreement reached with the User.

X. Refund policy

If the User cancels the purchase by exercising the right of withdrawal, the Seller shall refund all payments received, including the initial delivery costs (except for any supplementary costs arising from the User’s choice of a type of delivery other than the least expensive standard delivery offered), without undue delay and in any event within 14 days from the day on which it was informed of the withdrawal decision.

The Seller may withhold the refund until it has received the goods back or until the Consumer has supplied evidence of having sent back the goods, whichever occurs first.

Refunds shall be made using the same means of payment used for the initial transaction, unless otherwise agreed.

XIV. Statutory right of withdrawal

Independently of our voluntary 30-Night Sleep Trial, consumers in the EU have a statutory right of withdrawal under Directive 2011/83/EU. You may withdraw within 14 days of receiving the goods, without giving any reason, by emailing a clear statement of your decision to support@qimora.com. When exercising this statutory right, you are not required to complete the 14-night break-in period or to provide photographs. The product-protection conditions (water drainage and original packaging) and the cost deductions set out in Section VII, return shipping and diminished value, subject to the 5% goodwill cap, apply, as permitted under Articles 9 and 14 of the Directive.