Refund policy
Returns
Returns Policy
At SleepPhones.co.uk, we want to ensure that every customer receives a product in perfect condition. Due to the nature of our product and for hygiene reasons, we have the following returns policy:
1. Unused and Unworn Items Only: Items must be returned in an unused and unworn condition. Any items showing signs of use or wear will not be eligible for a refund or exchange.
2. Intact Packaging: All items must be returned in their original packaging, which must be intact and undamaged. Packaging that has been ripped, torn, or otherwise altered cannot be accepted, as we need to ensure the item remains in a resellable condition.
3. Inspection on Return: Upon receipt of your return, we will inspect the item to confirm it meets our returns criteria. If the item is deemed used or the packaging is damaged, we reserve the right to refuse the return.
4. How to Return:
• Ensure the item is securely packaged to prevent damage during transit.
• Include your order details and reason for return in the package.
• Use a tracked delivery service to avoid any issues with lost packages.
Thank you for understanding the importance of maintaining the quality and hygiene standards of our products. If you have any questions, please contact our customer service team before initiating a return.
Shop with Confidence This Christmas: Returns Extended!
All purchases made from 21st November 2024 can be returned until 31st January 2025.
We know the festive season is all about giving, and we want to make it easier than ever for you. That’s why we’ve extended our returns policy! Shop from 21st November 2024, and you’ll have until 31st January 2025 to return your order.
Throughout the rest of the year, we have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
We hope you will be happy with your purchase. We are happy to refund or exchange products returned within 30 days of receipt.
Your right to cancel can be exercised in writing by emailing us at info@sleepphones.co.uk
Under the Distance Selling Regulations, if you buy online or by phone, consumer rights entitle you to a refund if you request one in writing within 30 days of receipt. We are sorry but personalised products, food and self-assembly furniture (once partly or wholly assembled) cannot be refunded or exchanged unless faulty. We are happy to refund or exchange products returned within 30 days of receipt. It is important that items are returned in perfect condition, in original packaging and contents, so please take care of them and pack them appropriately.
We recommend you request a Proof of Postage certificate if you return your goods.
Returns are processed within 48 hours of receipt at our warehouse. A replacement order will take approximately 7 days for delivery. If the item is no longer available, you will receive notification and a refund. We will exchange any faulty goods at our own expense. This guarantee does not affect your statutory rights.
Faulty Goods
In the unlikely event that a product is faulty, please contact our customer services department. We will exchange or refund any faulty goods at our expense provided they have not been damaged through misuse. This guarantee does not affect your statutory rights
To report a faulty product, please email info@sleepphones.co.uk
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.
Unfortunately, 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 automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.