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Return Policy:
At Sleep Zen, we value your satisfaction. That's why we offer a generous 7-day return policy, giving you ample time to request a return after receiving your item.
Eligibility for Return:
To qualify for a return, your item must be in its original condition, unused, unworn, with tags intact, and in the original packaging. Please ensure you include the receipt or proof of purchase.
Initiating a Return:
To begin the return process, simply reach out to us at returns@sleepzen.co.za. Kindly provide your order number along with detailed descriptions and pictures of any damages or issues you've encountered.
Return Authorisation:
If your return request is accepted, we will guide you through the necessary steps and provide instructions on where to send the package.
Please note that we cannot accept any items sent back without prior authorization.
Return Shipping Costs:
Please be aware that you are responsible for covering the costs of returning the product to our warehouse. For any queries regarding returns, feel free to contact us at returns@sleepzen.co.za.
Prompt Attention to Damages and Issues:
We urge you to carefully inspect your order upon delivery. If you notice any defects, damage, or receive an incorrect item, please notify us immediately.
In line with the South African Consumer Protection Act, where a product is defective, damaged, unsafe, or incorrectly supplied, we will evaluate the issue and take the appropriate steps to rectify the matter, which may include a replacement, exchange, or refund where applicable. The CPA provides consumers with remedies for defective or unsafe goods, including repair, replacement, or refund depending on the circumstances
Exceptions and Non-Returnable Items:
For hygiene reasons, we do not accept returns or exchanges for the following items if they have been slept in, worn for extended use, or show signs of use:
- Sleep Zen® Bluetooth Sleep Headphones
- Sleep Zen® Sleep Mask Sound 3D
Additionally, to maintain their hypoallergenic properties, the following silk products cannot be returned once the packaging seal has been broken or they have made contact with the skin or hair, or they show any signs of use::
- Sleep Zen® Luxury Deep Sleep Silk Mask
- Sleep Zen® Luxury Silk Pillowcase
- Sleep Zen® Silk Scrunchies
Due to the personal nature of nasal strips, and for hygiene and safety reasons, we are unable to accept returns or exchanges on the following product once the item has been shipped, opened, used, or removed from its original sealed packaging:
- Sleep Zen® Nasal Strips
- Sleep Zen® Lavender Scented Nasal Strips
Nasal strips are single-use personal care items and cannot be resold once shipped, opened, or used. This policy is in place to protect the health, safety, and hygiene of our customers.
In accordance with the South African Consumer Protection Act, this does not limit your rights where a product is defective, damaged, unsafe, or incorrectly supplied. If you receive a damaged item, the wrong product, or a product that does not function as intended due to a defect, please contact us at returns@sleepzen.co.za within 7 days of delivery so that we can assist you.
Please note that refunds or exchanges will not be issued for subjective results or personal preference, including but not limited to:
- A product not working as expected for your individual needs
- A nasal strip not feeling effective for your nose shape, skin type, or method of use
- A silk product not matching your personal preference once opened or used
- Change-of-mind requests after a hygiene, personal care, or silk product has been opened, worn, used, or removed from its original sealed packaging
All return requests are reviewed on a case-by-case basis and handled in line with South African consumer law.
If you have any questions or concerns about a specific item, please don’t hesitate to get in touch with us.
Exchanges:
Should you wish to initiate an exchange, please contact us at returns@sleepzen.co.za. Kindly provide your order number, along with detailed descriptions and pictures related to the exchange request.
If your exchange is approved, we will guide you through the return process, and once we receive and inspect the return package, we will send out your exchange and notify you accordingly.
Please note that exchanges are not available for hygiene, personal care, or silk products once they have been opened, used, worn, removed from their original sealed packaging, or show signs of use, unless the item is defective, damaged, unsafe, or incorrectly supplied.
Remember, returns sent without prior authorization will not be accepted.
Exchange Shipping Costs:
While you are responsible for the return shipping costs to our warehouse, Sleep Zen will cover the expenses associated with sending the exchange back to you, our valued customer.
Where an item is confirmed to be defective, damaged, unsafe, or incorrectly supplied, return and exchange shipping will be assessed in line with the South African Consumer Protection Act.
Refunds:
Once we receive and inspect your return, we will notify you regarding the approval of your refund.
If approved, we will initiate the refund process, and the funds will be automatically returned to your original payment method within 10 business days. Please keep in mind that it may take additional time for your bank or credit card company to process and reflect the refund.
Refunds will not be issued on hygiene, personal care, or silk products that have been opened, used, worn, removed from their original sealed packaging, or show signs of use, unless the item is confirmed to be defective, damaged, unsafe, or incorrectly supplied.
If more than 15 business days have passed since the approval of your return and you have not received the refund, please contact us at accounts@sleepzen.co.za.