Returns & Exchanges
We want you to be completely satisfied with your purchase from SleepNZStore.com. If you are not happy with your item for any reason, we are happy to provide a return, exchange, or repair under the terms outlined in our policy.
Please note, we are unable to accept returns or exchanges for change of mind on the following products: Mattress Toppers, Pillows, and other products where a hygiene seal has been removed or broken after delivery.
Your Rights Under the Consumer Guarantees Act 1993
Our goods come with guarantees that cannot be excluded under the New Zealand Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
30-Day Change of Mind Policy
In addition to your statutory rights, we offer a 30-day change of mind policy. If you have changed your mind about a product you have purchased, you may return it for a refund or exchange within 30 days of receipt, provided that:
- The item is in its original, saleable condition with all original packaging and tags attached.
- The item has not been used, damaged, or installed.
- A valid proof of purchase is supplied.
Please be advised that the customer is responsible for all return freight costs for change of mind returns.
How to Initiate a Return or Exchange
To start the returns process, please contact our customer support team. We will guide you through the process and provide you with the necessary instructions and authorisation.
Once your return is received and inspected, we will notify you of the approval or rejection of your refund or exchange. If approved, your refund will be processed, and a credit will be automatically applied to your original method of payment within a certain number of days. Please note that shipping costs are non-refundable.
Damaged or Faulty Items
If your item arrives damaged, faulty, or incorrect, please contact us immediately. We will arrange a solution for you, which may include a repair, replacement, or refund, and we will cover the cost of return freight.
Proof of Purchase
Please have your order number or receipt available when you contact us.
Sale Items
Sale items can only be refunded or exchanged if they are faulty.