Customer Service and Warranty

Behind SOMNIA are real people who answer. If you have a question before buying or an issue after, this is the place to start.

How to contact us

Email: info@somniapremium.com
Contact form: available in the contact section of the store.
Customer service hours: Monday to Friday, from 9:00 AM to 6:00 PM (Spanish peninsular time), except holidays.

Response time: We respond to all messages within a maximum of 24-48 business hours. Messages received on weekends are handled the following Monday.

To speed up the process, always include your order number and, if it is an issue with the product, one or two photographs. This saves us email exchanges and saves you waiting time.

Service Commitment

We respond with a person, not with automated replies.
If the solution depends on a carrier or supplier, we handle the management and keep you informed.
If the mistake is ours, we own it: re-shipment or refund, you choose.

3-year legal warranty

All SOMNIA products are covered by a 3-year legal conformity warranty from the delivery date, in accordance with article 120 of Royal Legislative Decree 1/2007 (TRLGDCU). This is an inalienable right.

What it covers: manufacturing defects, seams that open without cause, defective zippers, abnormal loss of firmness of the viscoelastic material, and any lack of conformity with the product description.

What it does not cover: natural wear and tear from use, stains, odors, damage caused by improper use or washing that does not follow label instructions, burns, cuts, damage from moisture or pets, and modifications made by third parties.

How to claim: email us at info@somniapremium.com with your order number, a description of the problem, and photographs of the defect. We will assess the case and propose repairing or replacing the item. If neither option is possible or proportionate, you will be entitled to a price reduction or to terminate the contract with a refund. Shipping costs associated with a warranty claim are always at our expense.

During the first two years, it is presumed that the lack of conformity already existed at the time of delivery, unless proven otherwise.

Care tips to make your product last

Always use a cover or protector: it significantly extends the life of the pillow and makes cleaning easier.
Viscoelastic material should not be submerged or put in the washing machine. Clean surface stains with a damp cloth and neutral soap, and let it air dry, never in direct sunlight or with a dryer.
Aerate the pillow for a few minutes each week.
Always consult the product label: it takes precedence over these general indications.

Before buying: choose well

If you have doubts between models or heights, write to us telling us in what position you sleep (side, back or stomach) and we will guide you. Our products are for rest and comfort, not medical devices: if you have persistent neck or back pain, consult your doctor or physiotherapist first.

Shipping, payments and returns

Free shipping on orders over €55. Below that, €4.95 in Spain and €9.95 in the European Union.
Cash on delivery available in Spain, with a management surcharge of €3.95.
14 days to withdraw from your purchase without justification.

Complaints

If you are not satisfied with the resolution of your case, you can file a formal complaint at info@somniapremium.com. In addition, as a consumer, you have at your disposal the European online dispute resolution platform (ec.europa.eu/consumers/odr), municipal consumer information offices (OMIC), and consumer arbitration boards.