Refund policy
This Cancellation, Return and Refund Policy applies to purchases made through www.sleepamerica.in.
For the purpose of this policy, "Sleep America", "we", "us" and "our" refer to the Sleep America brand.
Sleep America is a brand owned and operated by DITALIA DECOR PRIVATE LIMITED. All billing, invoicing, payment processing and statutory compliance are carried out by DITALIA DECOR PRIVATE LIMITED.
Registered Office: 17/589B, M C Road, Piraroor P.O, Vengoor, Ernakulam, Kerala – 683574
GSTIN: 32ABDCS8521M1Z5
Phone: +91 97460 88866
Email: sales@sleepamerica.in
1. Order Cancellation
Customers may request cancellation of an order before it has been dispatched or moved into production.
Cancellation requests received after dispatch, shipment booking, customisation, manufacturing, or processing may not be accepted.
To request cancellation, please contact our customer support team with your order number and registered mobile number.
2. Cancellation of Customised or Made-to-Order Products
Products made to custom sizes, special specifications, personalised requirements, bulk orders, or made-to-order requests may not be eligible for cancellation once production has started.
This includes custom-size mattresses, made-to-order bedding products, special fabric selections, customised pillows, and similar products prepared specifically for the customer.
3. Damaged, Defective or Incorrect Products
If you receive a damaged, defective, missing, or incorrect product, please report it to Sleep America within 48 hours of delivery.
To help us review the issue, customers may be required to share:
- Order number
- Clear photographs or videos of the product and packaging
- Description of the issue
- Unboxing video, where available
After verification, Sleep America may offer an appropriate resolution such as replacement, repair, store credit, partial refund, or full refund, depending on the nature of the issue.
4. Product Not as Described
If you believe the product received is materially different from the description shown on the website, please contact our customer support team within 48 hours of delivery.
Reasonable differences in colour, texture, dimensions, stitching, packaging, comfort preference, firmness feel, or appearance due to screen settings, manufacturing processes, photography or normal product variation will not be treated as a defect.
5. Returns
Because mattresses, pillows and bedding are personal-use products, we do not accept returns for change of mind, comfort preference or firmness preference. Returns are accepted only for damaged, defective, incorrect or materially mis-described products reported within 48 hours of delivery, as set out in Sections 3 and 4.
6. Non-Returnable Products
Unless otherwise stated on the product page, the following may not be eligible for return or exchange:
- Custom-size mattresses and made-to-order products
- Used mattresses, pillows, protectors, eye masks, sleep socks, mouth tapes, nasal strips and other personal-use or hygiene products
- Opened supplements, gummies, tablets, lotions or wellness products
- Products damaged due to misuse, stains, burns, cuts, moisture, pets, improper care or external conditions
- Products purchased during clearance, liquidation, special sale, bundle or non-returnable promotions, where clearly stated
- Products without original invoice or proof of purchase
7. Warranty-Related Complaints
For products covered under warranty, the applicable warranty terms mentioned on the product page, warranty card or invoice will apply.
Warranty claims are limited to manufacturing defects and do not cover normal wear and tear, comfort preference, sagging within permissible limits, stains, odour, burns, cuts, misuse, improper handling, transit after delivery, unauthorised repair, commercial use unless approved, or damage caused by external conditions.
8. Refunds
Once a cancellation, return, replacement or refund request is approved, the refund will be processed to the original payment method wherever possible.
Refund timelines may vary depending on the bank, card issuer, UPI provider, payment gateway or financial institution. Normally, approved refunds are processed within 6 to 8 business days after approval.
Shipping charges, installation charges, cash-on-delivery charges, payment gateway charges, gift-wrap charges or other service charges may be non-refundable unless the issue was caused by Sleep America or the product was delivered damaged, defective or incorrect.
9. Refund Deductions
Where an order is cancelled at the customer's request after shipment booking or dispatch has begun, Sleep America may deduct applicable shipping, reverse-logistics or handling charges from the refund amount. Any such deduction will be communicated to the customer before the refund is processed. No deductions apply where the product was delivered damaged, defective or incorrect.
10. Grievance Redressal
In accordance with the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020, the details of our Grievance Officer are:
Name: Sharath Unnikrishnan
Designation: Grievance Officer
Company: DITALIA DECOR PRIVATE LIMITED
Address: 17/589B, M C Road, Piraroor P.O, Vengoor, Ernakulam, Kerala – 683574
Phone: +91 97460 88866
Email: grievance@sleepamerica.in
Hours: Monday to Saturday, 10:00 AM – 6:00 PM IST
We will acknowledge every complaint within 48 hours of receipt and resolve it within one month.
11. Contact Us
For cancellation, return, replacement or refund requests, please contact:
Sleep America
Phone: +91 99958 00653
Email: sales@sleepamerica.in
Website: www.sleepamerica.in