Refund policy

Return, Exchange, Refund & Warranty

 

Returns & Exchanges

We understand that sometimes a product may not be exactly what you expected.

If you'd like to return or exchange an item, please contact our customer service team within a reasonable time of receiving your order.

Returns for change of mind may be accepted on selected products provided they are:

• Unused
• In original packaging
• In resalable condition
• Returned with proof of purchase

For hygiene reasons, some products cannot be returned once opened, including mattresses, pillows, bedding and personal care items unless they are faulty.

Where a return is not covered by warranty or Australian Consumer Law, return shipping costs are the responsibility of the customer.

 

Cancelling an Order

Orders begin processing shortly after they are placed.

For this reason, orders cannot usually be cancelled or altered once submitted.

If you've entered incorrect delivery details, please contact us immediately at info@sleeptimemedical.com.au We'll do our best to update the order before it leaves our warehouse, however we cannot guarantee changes once processing has begun.

Return Address

Sleeptime Medical Pty Ltd

Unit 12/ 16 Bernera Road

Prestons NSW 2170

Phone: (02) 9018 9255

Email: info@sleeptimemedical.com.au 

Frequently Asked Questions

How long does a warranty assessment take?

Most claims are assessed within 3–5 business days after receiving the requested information.

Will I need to return the product?

Not always. Depending on the product and issue, we may request photographs, organise collection or provide replacement parts without requiring the product to be returned.

Do I need my receipt?

Yes. Proof of purchase is required for all warranty claims.

 

Refund Policy

At Sleeptime Medical, we want you to shop with confidence. Our Refund Policy operates in accordance with the Australian Consumer Law (ACL), which provides consumers with rights that cannot be excluded.

 

When You May Be Entitled to a Refund

You may be eligible for a refund, replacement or repair if a product:

• Is faulty or defective.
• Is significantly different from its description or sample.
• Is not of acceptable quality.
• Is unsafe.
• Does not perform as intended or as represented.

The remedy provided will depend on whether the issue is considered a major failure or a minor failure, as defined under Australian Consumer Law

 

Major Failures

If a product has a major failure, you may choose to receive:

• A full refund
• A replacement product

A product may be considered to have a major failure if it:

• Has a problem that would have prevented you from purchasing it had you known about it.
• Is unsafe.
• Is substantially unfit for its normal purpose and cannot easily be fixed.
• Is significantly different from its description or demonstration model.

 

Minor Failures

If the issue is considered a minor failure, Sleeptime Medical may choose to:

• Repair the product;
• Replace the product; or
• Provide a refund where appropriate.

Repairs will be completed within a reasonable timeframe.

 

Change of Mind

Sleeptime Medical is not required to provide refunds or exchanges if you simply change your mind.

However, at our discretion, we may accept returns on selected products provided:

• The item is unused.
• It is in its original packaging.
• It is in resalable condition.
• You contact us within 14 days of receiving your order.
• Proof of purchase is provided.

Return shipping costs for change-of-mind returns are the responsibility of the customer unless otherwise agreed.

For hygiene and health reasons, some products cannot be returned if they have been opened or used, unless they are faulty or your rights under Australian Consumer Law apply.

These products may include:

• Pillows
• Mattresses
• Bedding
• Personal care products
• Medical or hygiene-related products

 

Damaged During Delivery

If your order arrives damaged, please notify us within 48 hours of delivery.

Please include:

• Your order number
• Photographs of the damage
• Photographs of the packaging
• A brief description of the issue

This allows us to investigate the matter promptly with the freight carrier.

 

How to Request a Refund or Return

To request a refund, repair or replacement, please contact our customer service team before returning any products.

Email: info@sleeptimemedical.com.au 

Please include:

• Your order number
• Proof of purchase
• Description of the issue
• Photos or videos where applicable
• Your contact phone number

Our team will assess your request and provide instructions, including a Return Authorisation Code where required.

Products returned without prior approval may experience delays in processing.

 

Return Shipping

Where a product is confirmed to be faulty or covered under Australian Consumer Law, Sleeptime Medical will arrange an appropriate remedy and advise whether return shipping will be covered.

For change-of-mind returns or returns that are not covered under warranty or Australian Consumer Law, return shipping costs are the responsibility of the customer.

Contact Us

If you have any questions regarding refunds or returns, please contact us.

Sleeptime Medical Pty Ltd
Unit 12, 16 Bernera Road
Prestons NSW 2170

Phone: (02) 9018 9255
Email: info@sleeptimemedical.com.au 

 

Sleeptime Medical Warranty

At Sleeptime Medical, we take pride in supplying quality healthcare and mobility products that are built to last.

Our warranty covers manufacturing defects that occur during normal residential use. If a product is found to be faulty due to defective materials or workmanship, we will assess the issue and, where appropriate, repair, replace or refund the item in accordance with Australian Consumer Law.

Our Warranty Does Not Cover

The warranty does not cover damage resulting from:

• Normal wear and tear
• Incorrect assembly or installation
• Accidental damage
• Water damage
• Misuse or abuse
• Commercial or institutional use unless specified
• Unauthorised repairs or modifications
• Incorrect storage or transportation
• Failure to follow care instructions
• Damage caused by pets, insects or environmental conditions

Products must be used only for their intended purpose.

 

How to Make a Warranty Claim

If you believe your product is faulty, please contact us before returning your item.

Email: info@sleeptimemedical.com.au 

Please include:

• Order number
• Proof of purchase
• Description of the issue
• Photos or videos (where applicable)
• Your best contact number

Our support team will assess your claim and advise you on the next steps.

Contact Us

If you have any questions regarding refunds, returns or warranty please contact us.

Sleeptime Medical Pty Ltd
Unit 12, 16 Bernera Road
Prestons NSW 2170

Phone: (02) 9018 9255
Email: info@sleeptimemedical.com.au