Refund & Returns Policy

Last Updated: January 2025

Our Return Policy

At Sleepsters, we want you to be satisfied with your purchase. If you're not completely happy with your order, we offer a 30-day return policy from the date of delivery, subject to the conditions outlined below.

30-Day Return Window

You have 30 days from the date your order was delivered to request a return. To be eligible:

• Items must be in their original, unopened, and sealed packaging
• Items must be unused and in resalable condition
• You must have proof of purchase (order confirmation email or order number)
• The return request must be submitted within 30 days of delivery

Hygiene Products (Earplugs)

Important: For hygiene and safety reasons, opened earplug packages cannot be returned or refunded unless the product is defective or damaged upon arrival.

We understand you want to try before committing. Here's our recommendation:

• If you purchase a multi-pack, try one pair first before opening additional pairs
• If the first pair doesn't work for you and the remaining packs are unopened, you can return the unopened portion

Defective Products: If you receive earplugs that are defective, damaged, or have quality issues, please contact us within 30 days with photos of the issue. We'll arrange a replacement or full refund, and you typically won't need to return the defective items.

Sleep Masks and Accessories

Sleep masks and other accessories can be returned within 30 days if:

• The item is unworn, unwashed, and unused
• All original tags are attached
• The item is in its original packaging

Non-Returnable Items

The following items cannot be returned or refunded:

• Opened hygiene products (earplugs) unless defective
• Items marked as "Final Sale," "Clearance," or "Non-Returnable" at the time of purchase
• Gift cards
• Items damaged due to misuse, improper care, or wear and tear
• Items returned after the 30-day return window
• Items without proof of purchase

How to Request a Return

To initiate a return, please follow these steps:

1. Contact Us: Email contact@sleepsters.com with subject line "Return Request - Order #[your order number]"
2. Include: Your order number, item(s) you wish to return, reason for return, and whether you prefer a refund or exchange
3. Wait for Approval: We'll respond within 2-3 business days with return authorization and shipping instructions
4. Ship the Item: Pack items securely and ship to the address we provide
5. Receive Your Refund: Once we receive and inspect your return, we'll process your refund

Important: Do not ship returns without first receiving return authorization from us. Unauthorized returns may not be processed.

Return Shipping Costs

For Defective or Incorrect Items: If you received a defective, damaged, or wrong item, we will cover return shipping costs or provide a prepaid return label.

For All Other Returns: You are responsible for return shipping costs. We recommend using a trackable shipping method, as we cannot be responsible for items lost in return transit.

Original Shipping Costs: Original shipping costs are non-refundable unless the return is due to our error (wrong item, defective product, etc.).

Refunds

Refund Processing Time

Once we receive your returned item, please allow:

• Inspection: 3-5 business days to inspect the returned item
• Refund Processing: 2-3 business days after approval
• Bank/Card Processing: 5-10 business days for the refund to appear in your account (timing depends on your bank or card issuer)

Refund Method

Refunds will be issued to your original payment method only:

• Credit/Debit Cards: Refund to the original card used for purchase
• PayPal: Refund to your PayPal account
• Shop Pay/Apple Pay/Google Pay: Refund to the original payment method

We cannot issue refunds to different payment methods, bank accounts, or as store credit unless required by law.

Partial Refunds

We reserve the right to issue partial refunds or refuse returns for:

• Items not in original condition, missing parts, or showing signs of use
• Items returned without original packaging
• Items returned after the 30-day window (at our discretion)

Exchanges

Want a different product or size? Contact us at contact@sleepsters.com to request an exchange. We'll confirm availability, arrange return of the original item, and ship the new item once received.

Faster option: Place a new order for the item you want and return the original for a refund.

Damaged or Defective Items

If you received a damaged or defective item:

1. Contact us at contact@sleepsters.com within 7 days of delivery
2. Include photos of the damaged item and packaging
3. Include your order number

We will either send a replacement at no additional cost or issue a full refund including original shipping costs. In most cases, you won't need to return damaged or defective items.

Wrong Item Received

If you received the wrong item, please contact us at contact@sleepsters.com with your order number, a photo of the item you received, and a description of what you ordered. We'll ship the correct item immediately and arrange for return of the incorrect item at our cost if needed.

Lost Packages

If your tracking shows delivered but you haven't received your package, check with household members and neighbors, look in common delivery spots, wait 2-3 days, and contact the shipping carrier with your tracking number.

If you still cannot locate your package, contact us at contact@sleepsters.com. We will investigate with the carrier. Resolution may include reshipping or a refund, at our discretion.

Note: For packages marked as delivered by the carrier, we may require you to file a claim with the carrier before we can process a refund or replacement.

Order Cancellations

• Before shipment: Contact us immediately at contact@sleepsters.com. If we can catch the order before it ships, we'll cancel and issue a full refund.
• After shipment: Orders cannot be cancelled once shipped. You'll need to follow the standard return process.

EU Customer Rights

If you are located in the European Union, you have a statutory 14-day right of withdrawal under EU consumer protection law. This begins from the day you receive your order. Note that hygiene products (earplugs) that have been opened are exempt from this right of withdrawal.

Our Right to Refuse Returns

We reserve the right to refuse returns or issue partial refunds if the item doesn't meet the return conditions outlined in this policy, the return request is made after the 30-day window, there is evidence of fraud or abuse of the return policy, or the item has been used or is not in resalable condition.