Refund policy
At Sleep Dreams Online, we want your experience to be simple, transparent, and supportive. All products include a 12-month manufacturer’s warranty, and this policy operates in addition to your rights under Australian Consumer Law. If something isn’t right, our team is here to help.
Change-of-Mind Returns (30 Days)
If you change your mind, you may request a return within 30 days from the date of purchase.
To begin your return, please contact us with your order number and photos or a short video showing the condition of the product and its packaging. Our team will reply within 12 hours (Monday–Friday).
Please note:
- Original shipping costs are not refundable (including promotional/free shipping, where the standard cost will be deducted from the refund).
- Customers are responsible for the cost of return shipping, including international returns.
- Refunds are processed 5–10 business days after the returned item is received and inspected. We will inform you when the refund is processed.
Items must be unused, in original packaging, and include all accessories.
Return Eligibility
Sale and discounted items are final sale and are not eligible for change-of-mind returns.
To qualify for a return:
- The item must be unused
- All accessories must be included
- Original packaging must be intact
- The return must be approved by our team before shipping it back
Some products are not returnable for hygiene reasons (see below).
Items Not Eligible for Return (Hygiene & Safety)
For hygiene and safety reasons, we cannot accept change-of-mind returns for:
- Earplugs
- Massagers or any skin-contact products
- Snoring products (mouthguards, nose strips, etc.)
- Gift cards
- Sale or discounted items
These items may still be assessed if faulty.
30-Day Money-Back Guarantee (Selected Products)
The following products are covered by our 30-day money-back guarantee:
- Deluxe Sleep Headphones
- Silkett Hair Bonnets
- EazyPulse
- KoldKap Migraine Mask
To qualify
- Your request must be submitted within 30 days of purchase
- Items must include all original packaging, accessories, and manuals
- Customers cover return shipping to our Sydney, Australia warehouse
- Original shipping costs are not refundable
- You must return the item to the address provided by our customer service team
Eligible returns under this guarantee are either donated, used for Influencers or marketing purposes where possible or recycled/disposed of.
Faulty or Defective Products (12-Month Warranty)
All products include a 12-month manufacturer’s warranty.
If you believe your item is faulty:
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Contact us with clear photo or video evidence.
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Our team may guide you through troubleshooting to confirm the issue.
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If the product is confirmed faulty, it will be repaired or replaced with either:
• new parts, or
• a replacement unit.
Refunds for faulty items are not normally offered unless required under Australian Consumer Law or if repair or replacement is not possible.
If an item must be returned for inspection:
- If found faulty → we will reimburse the return shipping cost.
- If found not faulty → return shipping costs will not be reimbursed.
Product Description Issues, Damage, or Incorrect Items
If an item arrives damaged, incorrect, or not as described, we will discuss appropriate options, which may include replacement or refund for the affected item (excluding original shipping fees).
We require photo or video evidence. In some cases, the item may need to be returned for assessment.
Return shipping for confirmed faulty items is covered by us.
Shipping Protection (Optional Add-On)
If you purchase Shipping Protection at checkout, your order is covered for:
- Loss during transit
- Damage during transit
- Theft after delivery
How it works:
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Tick “Shipping Protection” at checkout.
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Contact us within 14 days of delivery (or expected delivery date for lost items).
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We will send a replacement or issue a refund according to the protection terms.
Important notes:
• Protection applies only to the order it was purchased with
• Coverage applies to orders up to $400 AUD
• Shipping fees are not refunded unless the item is confirmed faulty
• For international orders, customers are responsible for return shipping and any inbound duties unless the product is faulty
International Returns & Duties
For international customers:
• Return shipping costs are the responsibility of the customer unless the item is confirmed faulty
• Any inbound duties or taxes when returning an item to Australia are the responsibility of the customer
• If the item is confirmed faulty, these costs will be assessed on a case-by-case basis
Customs Duties, Import Taxes & Held Parcels (International Orders)
For international orders, your parcel may be assessed by your country’s customs agency upon arrival. Any import duties, taxes, clearance fees, or handling charges are the responsibility of the customer, as these are set and collected by your local government- not by Sleep Dreams.
We clearly advise at checkout and throughout our policies that we are unable to cover individual customs duties,
If duties or taxes are not paid:
- The parcel may be held by customs until payment is made
- In many cases, parcels that remain unpaid are returned, rejected, or destroyed by customs authorities
- We cannot refund or replace orders that are refused, abandoned, destroyed, or returned due to unpaid duties or taxes
Sleep Dreams is not liable for customs decisions, delays, refusals, or disposal of goods.
If your parcel is held, the fastest way to resolve the issue is to contact your local customs office directly using your tracking or notice number.
Lost or Stolen Deliveries (Standard Shipping)
Once your order has been dispatched and a tracking number has been issued, the parcel is in the care of a third-party courier such as Australia Post, FedEx, DHL, or other delivery partners. From this point onward, Sleep Dreams is no longer responsible for the parcel’s handling, delivery timeline, loss, or theft.
If your parcel appears delayed, lost, or stolen, the quickest and most effective way to resolve the issue is to contact the courier directly using your tracking number. Couriers are the only parties who can access live delivery information, open investigations, or provide delivery scans and internal notes.
We’re always happy to support you by providing courier contact details or confirming tracking information and dispatch details, but we are not responsible for replacing or refunding items that are lost or stolen during transit when Shipping Protection was not purchased.
Shipping Protection provides full coverage for these situations and allows us to send a replacement or refund quickly and easily if something happens in transit.
Refund Processing Time
Refunds are processed 5–10 business days after the returned item is received and inspected. This timeframe may vary slightly depending on your bank.
Refunds are not processed during holiday closures; requests submitted during closure periods will be handled when we reopen.