Refund policy

SLEEPYCO – RETURNS, EXCHANGES & 100-NIGHT TRIAL POLICY

Last updated: 13/10/2025

This policy covers:

  • 30 Day Returns

  • 100-Night Comfort Trial

  • Firmness / Softness Exchanges (after 7 nights)

  • Refunds

  • Auckland / Non-Auckland return rules

  • Transport requirements

  • Hygiene & inspection standards

SleepyCo operates in accordance with New Zealand consumer law and maintains strict hygiene standards for bedding returns.

1. 30-Day Returns Policy

You may request a return within 30 days of receiving your mattress.
All returns must be:

  • Pre-approved by SleepyCo

  • Returned in the original protective mattress bag

  • Free from damage, odours, and hygiene concerns

  • Compliant with all inspection and transport requirements

Unapproved returns or drop-offs will not be accepted.

2. Minimum Usage Periods

To ensure fair use and proper adjustment:

  • A minimum of 7 nights is required before requesting a firmness/softness exchange/swap.

  • A minimum of 30 nights is required before requesting a return under the 100-night comfort trial.

  • Requests submitted before these usage periods cannot be accepted.

3. Eligibility Requirements 

To qualify for any return or exchange, the mattress must:

  • Be in near new, showroom quality condition.

  • Be completely stain free, odour free, and free from marks.

  • Have no body impressions, sagging, or signs of wear.

  • Have been used with a waterproof mattress protector at all times.

  • Be free from dust, lint, perfume, smoke, pets, or moisture.

  • Pass both the photo inspection and final physical inspection.

  • Be returned in the original factory mattress bag.

  • Be transported flat in a van, ute, or enclosed trailer (not folded, rolled, bent, or compressed)

Any hygiene, damage, or transport issue will void eligibility.

4. 100-Night Comfort Trial

Your SleepyCo mattress includes a 100-night comfort trial beginning on the purchase date.

  • One trial return or exchange is permitted per household.

  • A minimum of 30 nights of use is required before requesting a trial return.

  • The mattress must meet all hygiene, condition, and transport requirements.

  • A $120 Trial Return Fee applies to all trial returns.

4A. Trial Return Fee – $120

All returns made under the 100-night comfort trial include a $120 fee, which covers:

  • Hygiene processing

  • Inspection

  • Handling

  • Administration

  • Restocking procedures

The fee is deducted from your refund.

4B. Return Transport (Outside Auckland)

If you live outside Auckland, you must either:

  • Return the mattress to our Auckland address yourself, or

  • Pay for a freight company to return it

SleepyCo does not cover freight costs for trial returns.

5. Firmness / Softness Exchanges (After 7 Nights)

If your mattress feels too firm or too soft, you may request an exchange after 7 nights of use.

  • A flat $80 firmness exchange fee applies.

  • This fee covers handling, processing, and preparation of the replacement mattress.

  • Replacement mattresses do not receive a new 100-night trial.

  • All firmness exchanges are final.

6. Non-Returnable Situations

A return or exchange will be automatically declined if:

  • The mattress has stains, marks, fabric damage, or any odour

  • A waterproof protector was not used at all times

  • The mattress shows body impressions or general wear

  • There is evidence of pets, smoke, dust, lint, or moisture

  • The mattress was bent, folded, rolled, or damaged during transport

  • The original mattress bag is missing

  • The request is made before 7 nights (exchange) or 30 nights (trial return)

  • The request is made after the applicable return or trial period

  • The mattress being returned is an exchange/replacement mattress

  • The mattress fails photo or physical inspection

  • Approval was not granted prior to the return attempt

These rules ensure safety and hygiene for all customers.

7. How to Request a Return or Exchange

Email admin@sleepyco.co.nz with:

  • Full name

  • Order number

  • Your location (Auckland or outside Auckland)

  • Reason for return or exchange

  • Confirmation that a waterproof protector was used

  • Confirmation that the original mattress bag is available

  • Confirmation you can transport the mattress flat

  • Required photos (top, bottom, all sides, all corners, close-up fabric surface)

Approval may take 3–7 business days.

8. Refunds

Refunds are issued only after the mattress:

  • Has been returned to SleepyCo, and

  • Passes final inspection

Refunds are processed to the original payment method within 10 business days after approval.

If the return is declined, the mattress must be collected within 7 days, if not collected it will automatically be donated.

If 15 business days have passed after approval and you have not received your refund, please email admin@sleepyco.co.nz.

9. Damaged or Incorrect Items

If your order arrives damaged or incorrect, contact us immediately with photos.
This process is separate from the 100-night trial.

10. Contact Information

SleepyCo
3/22 Wookey Lane
Kumeū, Auckland 0881
New Zealand

Email: admin@sleepyco.co.nz
Phone: 027 533 7920