What can come back to us and what cannot, what we do about a defect, damage, the wrong item or a recall, and how refunds are paid. Recall and safety remedies have no time limit and no exceptions.
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1What this document covers
This is about things we shipped you in a box. It says what can come back, what happens when something is wrong with what we sent, and how we pay a refund.
It does not cover appointments, visits or other clinical services, which have their own document named in section 12, and it does not cover a parcel that never arrived, which is in the Shipping Policy.
We do not charge a restocking fee on any return, for any reason.
2Hygiene items, and why they cannot come back
Some of what we sell goes in your nose, in your mouth, or against your face. Once an item like that has been opened or used, we cannot take it back because you changed your mind, and we cannot resell it to anyone else.
An opened hygiene item is not resold. It is destroyed.
This exclusion covers changing your mind only. If a hygiene item is defective, damaged, not what you ordered, or recalled, write to us: sections 4 and 5 apply to it exactly as they do to anything else.
If a hygiene item is still sealed in its original packaging and has not been used, you can return it on preference within the window in section 3.
3What you can return because you changed your mind
You have 30 days from delivery to send back an item you simply do not want, as long as it is unused, in the condition you received it, and in its original packaging.
30 days from delivery
The clock starts the day the carrier delivers the parcel, not the day you ordered it and not the day it shipped. If we cannot tell when it was delivered, we count from the last date the carrier's record shows, and any doubt goes your way.
Some things cannot come back on preference:
An opened or used hygiene item, for the reason in section 2.
An item a clinician ordered specifically for you, for the reasons in section 11.
Anything delivered to you electronically rather than in a box, including course and program access.
A gift card or store credit.
For a preference return you pay the return shipping, and we refund what you paid for the item.
4When something is wrong with what we sent
You are not out of pocket for any of it.
Tell us within 30 days of delivery if the item is defective, if it arrived damaged, or if it is not what you ordered.
A defect that shows up after 30 days may still be covered by a warranty from us or from the company that made the item. Write to us and we will tell you what applies and help you use it, whoever made the product.
5Recalls and safety problems
A recall or safety remedy is not limited by the 30 day window, is not limited by any other deadline in this document, and applies even to an item that was sold as final sale or clearance.
If a product we sold you is recalled, or if we or a regulator identify a safety problem with it, come to us however long ago you bought it. We will give you the remedy the recall calls for, and where the recall does not specify one, you choose between a replacement and a full refund.
You do not need the original packaging, you do not need a receipt if we can find the order, and you do not pay to send the item back. If the safe thing is to stop using the item and not to ship it anywhere, we will tell you that instead and handle it another way.
If something you bought is recalled, we contact you. Whether or not we have reached you, the remedy is available to you.
6What we do about each problem
What you get, and who pays, for each kind of problem.
What happened
What you get
Who pays return shipping
Time limit
The item is defective or stopped working as it should
A replacement or a refund, and you choose
We do
30 days from delivery
The item arrived damaged
A replacement or a refund, and you choose
We do
30 days from delivery
We sent the wrong item
The right item, or a refund if you would rather not wait
We do
30 days from delivery
The item is recalled, or there is a safety problem with it
The remedy the recall calls for, otherwise a replacement or a refund, and you choose
We do
None. See section 5
You changed your mind, and the item is unused and unopened
A refund of what you paid for the item
You do
30 days from delivery
You changed your mind, and the item is an opened hygiene item
Not returnable on preference. Write to us anyway if anything is actually wrong with it
Not applicable
Not applicable
The parcel never arrived
A replacement or a refund, and you choose
Nothing to send back
See the Shipping Policy
7How to start a return
Tell us. Write to support@sleepbalanceacademy.com, or start a return from the order in your account. Give us your order number and tell us what is wrong. Plain words are fine.
We come back to you. We reply and confirm what happens next. If we need a photograph or a detail from the packaging, we ask then rather than later.
We arrange the return. If the item needs to come back, we tell you where to send it. When the reason for the return is our fault, we send you a prepaid return label and you pay nothing.
Send it back. Pack the item and send it. Keep the tracking number. Once the carrier has it, the parcel is our concern again, not yours.
We settle it. We refund you or send the replacement. For a defect, damage, the wrong item, or a recall, we do not make you wait for the parcel to reach us before we put it right.
8Who pays for return shipping
If the reason for the return is our fault, we pay. You are never out of pocket for our mistake.
That covers a defect, an item damaged in transit, the wrong item, and anything recalled or subject to a safety problem. In those cases we send a prepaid label. If you have already paid to ship something back before we had the chance to send you one, tell us what it cost and we will refund that too.
For a return because you changed your mind, you pay the return shipping. We do not add anything on top of it, and we do not deduct a fee from your refund.
9How refunds are paid, and when
A refund goes back the way you paid. A card payment goes back to the card, and we cannot send it somewhere else even if you ask, because that is how the payment networks work and how we both stay protected against fraud.
We issue the refund as soon as the return is approved. Once we have issued it, how long it takes to appear is up to your bank or card issuer. A few business days is normal and up to about ten is not unusual, and there is nothing either of us can do to speed that part up.
A refund includes the tax you paid on the item. It includes the original delivery charge when the reason for the return is our fault, or when you are returning your whole order. It does not include the original delivery charge when you are returning part of an order because you changed your mind.
If a discount or a promotion applied to your order, we refund what you actually paid for the item rather than its list price. If returning an item takes your order below the level that earned a discount, we tell you what that means before we process it, and we do not surprise you with it afterwards.
10Store credit, if you would rather have it
Store credit is something you can choose. It is never something we give you instead of the refund you asked for.
If you would rather have credit than money back, tell us and we will issue it. Credit is easier to use for an exchange and it arrives faster than a card refund.
Credit we issue does not expire, and we will not quietly convert an unused credit into anything else. If you have credit and you would rather have the money after all, ask us and we will refund it to your original payment method, as long as that payment method still exists.
11Items a clinician ordered for you
Some items only leave us on the order of a licensed clinician, for a named person. Those cannot be returned because you changed your mind, and once they have left us they cannot be put back into stock or sent to anybody else.
That is a limit on us as much as on you. There are two reasons for it:
It was ordered for you. The item was ordered for one person, based on their clinical situation. It is not a general product that the next customer can safely receive.
We cannot verify what happened to it. We cannot vouch for how an item was stored or handled once it has left our control, and for items like these that is not a risk we are willing to pass to somebody else.
None of that changes anything about a defect, damage, the wrong item, or a recall. If an item a clinician ordered for you is faulty or unsafe, sections 4 and 5 apply in full and you pay nothing.
If a clinician ordered something for you and your treatment changed before it shipped, tell us. If it has not gone out, we cancel it and refund you.
Some clinician-issued equipment is lent to you rather than sold, and comes back to us when you are finished with it. When that is the case we say so at the time and we provide the label to send it back. That is a return of our equipment, not a refund situation, and nothing in this section charges you for it.
12Appointments and clinical services
Canceling an appointment, missing one, and how a clinical service is billed are covered by the Clinical Cancellation, No-Show and Billing Policy. Nothing in this document applies to them.
That separation is deliberate. A visit with a clinician is not merchandise, and no part of this policy, including anything it says about what can be returned or what can be resold, has anything to do with your care.
13If you are not happy with how we handled it
Write to us and say so. Ask for the decision to be looked at again by somebody else, and it will be. Tell us what you think the right outcome is.
Nothing in this document limits a right your state's law gives you as a consumer, and where your state gives you something better than what is written here, you get the better one. Nothing here stops you from raising a matter with your state attorney general, with a regulator, or with your card issuer.
14Changes to this document
We update this document when what we do changes, when the law changes, or when we find wording that is unclear. Every version is kept, and each one records the date it took effect.
How you find out depends on how much changed. A correction that does not change your rights is simply published. A change that does affect your rights is announced before it takes effect. A change that materially alters what you agreed to is not applied to you by silence: we ask you to accept it, and continuing to browse the site is not treated as acceptance.
If you want a copy of an earlier version, or want to know what changed and when, write to support@sleepbalanceacademy.com and we will send it to you.
Write to us to start a return, to report a defect, or to report a safety problem. Please include your order number if you have one. If you do not have it, tell us roughly when you ordered and we will find it.
