Policies and Procedures

Refund and Returns Policy

If for any reason you are not completely satisfied with your purchase we will give you a 14 day money-back guarantee from the time you receive the goods.

Please email us within that time if you are not satisfied with your purchase so that we can resolve any problems.

To return an item, you must first request a return authorisation by emailing us at in**@sl***********.au Our customer service staff is available to help you Monday through Friday 9.30am to 4.30pm Eastern Standard Time.

To be eligible for a return, all products must be returned in their original condition. All postage and costs are to be paid by you/the buyer.

We will not accept returns of the following products due to health reasons.

* any item designated as a “trial pack”
* opened packages of earplugs
* opened packages of earphones

We recommend that you return the product via tracked post. You assume any risk of lost, theft or damaged goods during transit. Sleep and Sound will not be responsible for parcels lost or damaged in transit.

For all returns accepted you will receive a refund based on your original form of payment within 5 business days.

Sleep and Sound reserves the right to deny refunds for a returned item that does not comply with this policy.

Change of mind returns

• All products purchased from Sleep and Sound are covered by a 14-day refund policy.
• In the rare occurrence that a ‘change of mind refund’ should occur – a 15% restocking fee may be applicable.
• The minimum postage amount charged will be $10 for a single item and for items above a single sale – postage will be charged at cost.
• To qualify for a refund of the purchase price, less the restocking fee, communication must first be made with Sleep and Sound staff at in**@sl***********.au. Any items received without prior knowledge may not qualify for a refund.
• For change of mind returns on free postage items: the postage costs incurred when sending the purchased item/s to the customer, will be deducted from any refunded monies.
• Returned goods must have been purchased from Sleep and Sound and must be returned in the condition that they were sent, including original packaging with all accessories and inclusions as originally sent to you the customer.

Return postage costs are explained below: 

1. If the return is required as a result of a Sleep and Sound error or damaged or faulty goods (see damaged or faulty items below), we will pay for the return postage or freight costs.
2. Any change of mind returns requested (see below)
3. If you decide to cancel your order prior to dispatch, there will be no postage costs to you.  If your order has already been dispatched, freight or postage charges will not be refunded.   
4. If the return is required/requested because of your error or an administrative error from your end, you will be required to pay for the return postage or freight costs.
5. You are required to notify Sleep and Sound in writing for approval of any intended returns (see below notification of intent to return goods).

Return Policy

All defined terms used below shall have the meanings set forth in our Terms and Conditions.

Returns

Once an item of merchandise is delivered to you, you can return that item within 14 days of delivery. To be eligible for a return, your merchandise must be unused and in the same condition that you received it and must be in the original unopened packaging.  Our return policy does not apply to the following goods: Discounted or sale items, gift cards, or personalised items.

Shipping

To initiate a return, please email us at in**@sl***********.au.  All returned merchandise should be sent to us at PO BOX 604, Buderim, QLD 4556. For items that are manufactured by another party and resold by us, please do not send such item back to the manufacturer.

You are responsible for paying for all shipping costs for your returned item. Shipping costs are non-refundable. If you receive a refund, the cost of any return shipping will be deducted from your refund. You should consider using a trackable shipping service or purchasing shipping insurance for items of value.

Refunds and Exchanges

After We have received your valid return, we will send you an email to notify you that We have received your returned item and notify you of the acceptance or rejection of your return. If your return is accepted by us, we will provide a credit to the payment card or original method of payment used to pay for the item

General

If you do not comply with any of the above conditions, we reserve the right to refuse the return or exchange, or to impose different or additional conditions.

Return postage costs explained below:

1. If the return is required a result of a Sleep and Sound error or damaged or faulty goods (see damaged or faulty items below), we will pay for the return postage or freight costs.
2. Any change of mind returns requested (see below)
3. If you decide to cancel your order prior to dispatch, there will be no postage costs to you.  If your order has already been dispatched, freight or postage charges will not be refunded.
4. If the return is required/requested because of your error or an administrative error from your end, you will be required to pay for the return postage or freight costs.
5. You are required to notify Sleep and Sound in writing for approval of any intended returns (see below notification of intent to return goods).

Cancelling Orders:

Sleep and Sound reserves the right to cancel orders at our discretion or to cancel the purchase arrangement after order confirmation, including (without limitation) where Sleep and Sound believes the order to be fraudulent or constitute a mis-use of a promotional or marketing activity or where an error has occurred including but not limited to errors relating to pricing. If we do cancel your order or purchase arrangement, we accept no liability for any resulting damages or costs suffered by you, however we will refund the purchase price to you where it has already been paid.

Change of Mind:

Sleep and Sound is not lawfully obliged or required to provide a refund if you simply change your mind or find the same product somewhere else. You may negotiate the return of your items/order within 14 days of receiving your order, by making written contact with us by email. If negotiations on the return take place, the final outcome will be determined by Sleep and Sound. Postage and handling costs will not be refunded or exchanged for ‘change of mind’ requests.  Returns for refund or change of mind can only be requested via email.  If we do agree to your ‘change of mind’ request, goods must be returned within our 14-day return policy period, in their original packaging or shrink wrapped. The goods are required to be returned and arrived to Sleep and Sound in new condition.  You will be required to ensure packaging on the returned goods is sufficient that they are delivered back to Sleep and Sound in un-damaged condition.  Damaged items will not be accepted for a refund. A 15% restocking fee may be applied to your refund or store credit.

Damaged or Faulty Items: 

We guarantee that the goods you receive from Sleep and Sound will be of acceptable quality, fit for the purpose for which they are sold, match the description and sample or of those goods on displayed on our website.  Where an item has arrived in a damaged condition, mis-bound, or faulty or does not meet the consumer guarantees under the Australian Consumer Law, please let our customer service team know within 14 days of receiving the your delivery by visiting our Contact Us page.

Notification of Intent to Return Goods:

If you received faulty or damaged goods, you are required to contact Sleep and Sound within 3 working days of the recorded delivery date.

If the item/s you have received is not what you ordered or the order is incorrect, you are required to make contact with  Sleep and Sound within 5 working days of the recorded delivery date.

Where goods do not meet the consumer guarantees and there is a major failure in relation to the goods, you are entitled to one of the following remedies: a refund of the value of the goods purchased excluding any postage and handling charges; a replacement product which is identical or of similar value if reasonably available; or a store credit maybe issued to the value of the goods to be used within twelve months of the date of original purchase. Any postage and handling costs as part of the original purchase will not be refunded.

We do everything we can to ensure that the prices on our and other companies websites are correct, and we try to keep our prices constant. Sometimes we need to change the cost of a product, either up or down.

Price Changes

• Prices may be changed at any time without further notice. We reserve the right to change our product’s prices at any time without further notice. However, if you have ordered but not yet paid for a product, we guarantee the price for one month from when the order was placed.
• Prices listed in any other websites may not be accepted. We sell our products through a number of different online channels and we cannot always control when they are updated. We reserve the right not to accept a price listed on a site other than our own.

Internet Merchant Policies and Procedures

Introduction

Sleep and Sound regards customer privacy as an important part of our relationship with our customers. The following privacy policy applies to all Sleep and Sound users, and conforms to Internet privacy standards.

If you have questions or concerns regarding this statement, you should first contact Sleep and Sound at 1300 556 366.

Collection of Information

In order to use the Sleep and Sound website, we may require information from you in order to provide the best service possible.

All correspondence may also be collected and stored, particularly in regard to sales, support and accounts, including Email.

Any information collected by Sleep and Sound is collected via correspondence from you or your company. This may be via the telephone, Email, mail, fax or directly through our website.

Use of Collection Information

Any details collected from Sleep and Sound customers is required in order to provide you with our products and/or services, and a high level of customer service.

Correspondence is recorded in order to provide service references, and to assist in our staff development.

Storage of Collected Information

The security of your personal information is important to us. When you enter sensitive information (such as credit card numbers) on our website, we encrypt that information using secure socket layer technology (SSL). When Credit Card details are collected, we simply pass them on in order to be processed as required. We never permanently store complete Credit Card details.

We follow generally accepted industry standards to protect the personal information submitted to us, both during transmission and once we receive it.

If you have any questions about security on our Website, you can email us at in**@sl***********.au

Access to Collected Information

If your personally identifiable information changes, or if you no longer desire our service, you may correct, update, delete or deactivate it by emailing us at in**@sl***********.au

Orders

If you purchase a product or service from us, we may request certain personally identifiable information from you. You may be required to provide contact information (such as name, Email, and postal address) and financial information (such as credit card number, expiration date).

We use this information for billing purposes and to fill your orders. If we have trouble processing an order, we will use this information to contact you.

Communications

Sleep and Sound uses personally identifiable information for essential communications, such as Emails, accounts information, and critical service details. We may also use this information for other purposes, including some promotional Emails. If at any time a customer wishes not to receive such correspondence, they can request to be removed from any mailing lists by emailing us

You will be notified when your personal information is collected by any third party that is not our agent/service provider, so you can make an informed choice as to whether or not to share your information with that party.

Third Parties

Sleep and Sound may at its discretion use other third parties to provide essential services on our site or for our business processes. We may share your details as necessary for the third party to provide that service.

These third parties are prohibited from using your personally identifiable information for any other purpose.

Sleep and Sound does not share any information with third parties for any unknown or unrelated uses.

Legal

We reserve the right to disclose your personally identifiable information as required by law and when we believe that disclosure is necessary to protect our rights and/or comply with a judicial proceeding, court order, or legal process served on our Website.

Links

Links on theSleep and Sound site to external entities are not covered within this policy. The terms and conditions set out in this privacy statement only cover the domain name of www.sleepandsound.com.au

Changes to Privacy Policy

If we decide to change our privacy policy, we will post those changes to this privacy statement, the homepage, and other places we deem appropriate so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we disclose it. We reserve the right to modify this privacy statement at any time, so please review it frequently. If we make material changes to this policy, we will notify you here, by email, or by means of a notice on our homepage.

Sleep and Sound Security Policy

Sleep and Sound uses the eWAY Payment Gateway for its online credit card transactions. eWAY processes online credit card transactions for thousands of Australian merchants, providing a safe and secure means of collecting payments via the Internet.
All online credit card transactions performed on this site using the eWAY gateway are secured payments.

• Payments are fully automated with an immediate response.
• Your complete credit card number cannot be viewed by Sleep and Sound or any outside party.
• All transactions are performed under 128 Bit SSL Certificate.
• All transaction data is encrypted for storage within eWAY’s bank-grade data centre, further protecting your credit card data.
• eWAY is an authorised third party processor for all the major Australian banks.
• eWAY at no time touches your funds; all monies are directly transferred from your credit card to the merchant account held by Sleep and Sound.

For more information about eWAY and online credit card payments, please visit www.eWAY.com.au

Delivery Policy

After ordering online, you will receive an email confirmation from eWAY containing your order details (if you have provided your email address). We will normally confirm receipt of your order within a few minutes of ordering. We will attempt to send your goods within 1-7 working days; however if goods are unavailable delivery will take a little longer.

Sleep and Sound

ABN: 78 396 822 167