Refund policy

REFUND POLICY

At Sleep Systems, we strive to provide high-quality sleep products and excellent customer support. Please carefully review our Refund Policy before placing an order.

By purchasing from Sleep Systems, you agree to the terms outlined below.

SECTION 1 - ALL SALES FINAL

Due to the hygienic nature of bedding and sleep-related products, all sales are considered final unless an item arrives defective, damaged, or materially incorrect.

We do not accept returns, exchanges, or refunds for:

  • change of mind

  • buyer’s remorse

  • incorrect purchases made by the customer

  • subjective comfort preferences

  • firmness perception

  • cooling expectations

  • sleep quality expectations

  • opened or used bedding products

  • products not in original condition

  • normal wear and tear

  • minor cosmetic variations

  • delays caused by shipping carriers

SECTION 2 - DEFECTIVE, DAMAGED, OR INCORRECT ITEMS

Customers must inspect their order upon delivery.

If your order arrives defective, damaged, or materially incorrect, you must contact support@sleepsystems.rest within 7 days of delivery.

To submit a claim, customers must provide:

  • clear video evidence of the issue

  • order number

  • description of the issue

Failure to provide sufficient evidence may result in denial of the claim.

After reviewing the claim, Sleep Systems may, at its sole discretion:

  • approve a replacement

  • approve a partial refund

  • approve a full refund

  • deny the request if the claim does not qualify under this policy

This policy does not limit any rights you may have under Australian Consumer Law if the product is faulty or not as described.

SECTION 3 - HYGIENE & NON-RETURNABLE ITEMS

For hygiene and sanitary protection reasons, Sleep Systems does not accept returns or exchanges for opened, used, washed, or unsealed bedding products including but not limited to:

  • pillows

  • mattress toppers

  • bedding accessories

  • sleep-related fabric products

Products returned in used, damaged, or unsanitary condition may be refused.

SECTION 4 - RETURN SHIPPING

If a return is exceptionally approved by Sleep Systems, the customer is responsible for all return shipping costs unless otherwise stated in writing.

Original shipping costs are non-refundable.

Returns sent without prior authorization from Sleep Systems will not be accepted.

SECTION 5 - ORDER CANCELLATIONS

Due to rapid order processing and fulfillment procedures, orders cannot be cancelled once placed.

SECTION 6 - DELIVERED PACKAGES

Packages marked as “Delivered” by the shipping carrier are considered fulfilled orders.

Sleep Systems is not responsible for:

  • lost packages after delivery

  • stolen packages

  • incorrect delivery locations caused by customer-entered address errors

Customers may contact support@sleepsystems.rest regarding delivery issues and we may assist on a case-by-case basis; however, refunds or replacements are not guaranteed for carrier-related delivery issues.

SECTION 7 - CHARGEBACKS & FRAUD PREVENTION

Customers agree to contact Sleep Systems before initiating chargebacks or payment disputes.

Fraudulent chargebacks, false delivery claims, refund abuse, or attempts to obtain products dishonestly may be disputed using supporting evidence including:

  • tracking confirmation

  • delivery confirmation

  • customer communications

  • IP address records

  • fraud detection systems

Sleep Systems reserves the right to refuse future service to customers suspected of fraudulent activity.

SECTION 8 - CUSTOMS, DUTIES & IMPORT FEES

For international orders, customers are solely responsible for any:

  • customs duties

  • import taxes

  • VAT

  • brokerage fees

  • handling fees

  • governmental charges

Sleep Systems is not responsible for delays, returns, or abandoned shipments resulting from unpaid customs charges.

SECTION 9 - AUSTRALIAN CONSUMER LAW

Nothing in this Refund Policy excludes, restricts, or modifies any rights or remedies available to consumers under applicable Australian Consumer Law.

SECTION 10 - CONTACT INFORMATION

For refund or return inquiries, contact:

Sleep Systems
Sydney, New South Wales, Australia
support@sleepsystems.rest