Refund policy

If a purchased item is damaged or faulty, please make contact and we will work with you to find a solution. 

If you receive an item that is faulty or defective, please contact us to return the item to us for inspection. We will assess the product for any manufacturing defects.

  • If the product is found to be defective or faulty, we will provide a replacement or a full refund of the original purchase price.
  • If the damage is deemed to be caused by the buyer (e.g. dropped and damaged), we reserve the right to decline the return and return the goods to the buyer. If the buyer disputes this, we may propose a partial refund settlement. 
  • We will only decline a return in unreasonable circumstances. Sleepco strives to act fairly and in accordance with consumer law.

Change of mind returns:

We have updated our return policy to accommodate change of mind returns, subject to the following conditions.

  • A return surcharge will be applied to all change of mind returns.
  • Buyers are responsible for covering the cost of shipping when returning an item to us.
  • Before initiating a change of mind return, we require informed communication from the buyer. Please contact us before sending back any items.
  • If an item is returned without prior communication, we reserve the right to return the item to the buyer and uphold the original sale.

Return Policy & Refund Fee Structure

As a small business, we strive to provide the best possible service while maintaining sustainable operations. Our return policy reflects real costs involved in processing orders and returns.

Change of Mind Surcharge Conditions

We apply the following surcharges for change of mind returns:

1. Pre-Dispatch Cancellations

  • Surcharge: up to 10%
  • Applies to: order cancellations before dispatch
  • Covers: administrative costs, payment processing fees, and initial order preparation time

2. Shipped, Unopened Returns

  • Surcharge: 12.5%
  • Applies to: returned items in original, unopened condition
  • Covers: initial and post-processing resources, administration time, return processing, and restocking

3. Shipped, Opened, Repackaged & Returned in "As New" Condition

  • Surcharge: 25%
  • Applies to: returned items that have been opened, repackaged, and returned in "as new" condition
  • Covers: all of the above, plus hygiene and handling considerations, and the immediate drop in value of an opened, non-brand-new returned item

 

Hidden Costs We Must Account For:
Order preparation and packing time; System processing and documentation; Payment gateway fees (non-refundable); Shipping label generation and logistics coordination; Storage and restocking labour; Quality check procedures; Administrative tasks and customer service

Small Business Impact:
Our dedicated team handles multiple aspects of each order personally. Every return requires significant time investment that could otherwise be spent serving other customers and growing our business. As a small business, we must carefully manage our resources to remain sustainable.

Additional Considerations:
Seasonal products may have higher return fees due to limited resale windows; Custom or personalized items are non-returnable; Items must be returned within 14 days of receipt; All returns must include original packaging and documentation. We appreciate your understanding that these fees reflect real costs to our business, and are not arbitrary charges. This policy allows us to maintain high service standards while protecting our ability to serve all customers effectively. For specific return fee amounts or questions about your return, please contact our customer service team.

 

Returning Faulty or Defective Goods:

If you believe your goods are damaged or faulty, please contact support@sleepco.nz. More information such as images or a video demonstrating the fault is often requested.

Upon Returning a Faulty Product:

  • If a return is accepted, you will receive your refund or partial refund within 3 business days.
  • Return address will be provided to you if the return is acceptable.
  • Items sent back to us without first requesting a return will not be accepted. Assumed returns will be returned back to you.

You can always contact us for any return questions at support@sleepco.nz.

Return Process

  • Please send us an email with your full name and order number and state the problem with your purchase. You can also open a chat with us on our website or through Facebook. 
  • We aim to respond within 24 hours with the exception of weekend days or public holidays.
  • We may request additional information such as pictures of the nature of your return request.
  • Customer will return the device back to Sleepco for inspection via their desired method. Note: buyer bears responsibility of delivery service charges if they decide to use a courier service to return goods.
  • Upon inspection and discovery of a genuinely defective or faulty product, you will receive a full or partial refund within 5 business days or a replacement. Note: We may inspect the replacement item to ensure we are sending you a working product. This may involve opening the packaging.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. We cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be refunded on your original payment method excluding delivery within 5 business days. Please remember it can take some time for your bank or credit card company to process and post the refund. This is variable on your bank and type of card / method of payment. 

If more than 15 business days have passed since we’ve approved your return and you have not received your refund, please contact us at support@sleepco.nz or start a chat with us through our website.