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Returns:
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 (for headbands or sleep masks, they must not be slept in due to hygiene reasons), with tags intact, and in the original packaging. Please ensure you include the receipt or proof of purchase. We recommend that customers try on the product when received before sleeping in it to be eligible for a return.
Upon acceptance of your return request and receipt of instructions, you have 5 days to return the product to maintain eligibility for the return.
If the return eligibility criteria are not met, Sleep Zen will return the product to the customer, and no refund or exchange will be issued. Customers are responsible for ensuring they carefully review all requirements and confirm eligibility before initiating the return process. Sleep Zen will not be held liable for any oversights made by the customer.
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 Authorization:
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. We will promptly evaluate the issue and take appropriate measures to rectify the situation.
Exceptions and Non-Returnable Items:
For hygiene reasons, certain items such as the sleep headband and mask cannot be returned if they have been worn or used. If you have any questions or concerns about specific items, 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.
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.
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. Please note that the customer will be refunded for the price of the product, excluding the cost of delivery.
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.