Shipping & Return Policy
Import Duties & Taxes
Any import duties, taxes or brokerage fees due at the time of delivery are the sole responsibility of the receiving customer. Packing slips for International Shipments cannot be marked as a “gift” or with altered prices.
SLEEPON ships every Tuesday&Friday excluding China public holidays. All shipping dates are pending payment verification. Please allow 2-3 business days for your order to process before it is shipped.
You will have 30 calendar days from the date of purchase. All returned items must be unused, in their original condition, and returned within the undamaged branded box. To complete your return, we require that you give written notice by email of the item(s) you propose to return together with the email of the original purchase invoice(s) sent by SLEEPON.
Please contact our Customer Care team at firstname.lastname@example.org to confirm your returns request before returning the item to our designated address. Our Customer Care team will by email or over the telephone confirm your returns request with an Order Number. Failure to include an Order Number may result in a processing delay.
For online purchases, you must request for an Order Number by contacting our Customer Care team at email@example.com within 30 calendar days from the date of purchase. Return requests made outside the 30-day period will only be accepted at the discretion of SLEEPON. If the returns request is approved, and the returned item is confirmed received by our Customer Care team, refunds will be made through the original payment medium used online (e.g. Paypal) or to the original credit card used online (if available).
There are certain situations where only partial refunds are granted. Please see below:
- The item returned is not in its original condition, is damaged or has missing parts for reasons not due to our error.
- The item is returned more than 30 days after purchase.
- If the returned item is no longer in stock, our Customer Care team will contact you to arrange a refund. Unfortunately, initial shipping, tax and duties’ costs cannot be refunded. Our Customer Care team may suggest a similar or complementary alternative.
RETURN OF FAULTY OR DAMAGED ITEMS
All items undergo comprehensive quality control and are checked for faults and damage before they are sent to customers. Should you receive an item that is faulty or damaged, please contact us immediately by emailing our Customer Care team at firstname.lastname@example.org.
We may where possible, offer to repair the item. If this is not possible, we will issue a replacement or refund at our discretion. We will not charge you for shipping, but you maybe liable for import duties, taxes or brokerage fees due at the time of delivering the replacement item. Please see the Product Warranty booklet in the product branded box to learn more about our Product Warranty Policy.
In the event that a material product defect is found, one that compromises the safety or significantly impairs the performance of the product, we will follow product recall procedures, in the aim to identify all potentially affected parties in a timely manner. The procedures of returning affected items in a recall is different to that of faulty or damaged items, hence it is critical that you follow our procedures that we will be communicating to you directly by email and/or telephone, should we identify your devices as affected.
REFUNDS (IF APPLICABLE)
Once the returned item is received and inspected by SLEEPON, we will send you an email to notify you that we have received your returned item. We will also notify you of our approval or rejection of your refund.
If approved, your refund – excluding initial shipping costs, tax and duties, will be credited to the original payment medium used to make the purchase. Please note that the time required to receive the refund depends on the individual payment gateway or card issuer’s refund processing time. If we receive a returned item that we cannot accept as it is not in its original condition, is damaged or have missing parts for reasons not due to our error, we will provide the option to re-ship it to you (at your cost).
LATE OR MISSING REFUNDS (IF APPLICABLE)
Please allow at least one month after our receipt of the returned item for the refund to be processed.
If you have not received a refund after the specified period, please take the following steps in order:
- Double check your bank account or credit card;
- Contact your credit card company, it may take some time before your refund is officially posted;
- Contact your bank. There is often some processing time before a refund is posted.
- If you have done all of the above and still have not received your refund, please contact us our Customer Care team at email@example.com.
SALE ITEMS (IF APPLICABLE)
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.
You will be responsible for paying for your own shipping costs for returning your item. Initial Shipping costs paid on the returned item are non-refundable. If we decide to grant you a refund, the initial shipping cost of the returned item will be deducted from your refund.
Depending on where you live, the time it may take for the replacement product to reach you may vary.
You should consider using a trackable shipping service or purchasing shipping insurance when returning the item(s). We do not guarantee that we will receive your returned item(s) and we reserve the right to reject your return/refund request should we not receive the item(s).