Refund & Returns Policy
We want every SleepStream customer to sleep better and feel confident in their purchase. If something's not right, we've got you covered with our 30-day guarantee.
30-day satisfaction guarantee
If our nasal strips don't work for you, contact us within 30 days of delivery and we'll issue a full refund in NZD — including any shipping you paid.
For hygiene reasons, you don't need to return the product. Just let us know it didn't work for you.
Unopened products
Unopened packs can be refunded in full within 30 days of delivery. Contact us first before sending anything back — depending on the situation, we may waive the return entirely.
Damaged or defective items
If your order arrives damaged or defective, email us within 7 days of delivery with a clear photo of the issue. We'll send a free replacement or issue a full refund — your choice, no return required.
Order hasn't arrived
Most orders arrive within the timeframes listed on our Shipping Policy page:
- 🇳🇿 New Zealand & 🇦🇺 Australia: 7–14 business days
- 🌎 North America & Europe: 10–18 business days
- 🌏 Asia & Middle East: 7–15 business days
If yours hasn't:
- Contact us within 14 days of the latest expected delivery date.
- We'll investigate with the carrier and provide a tracking update.
- If no delivery is recorded within 30 days from dispatch, we'll issue a full refund or send a replacement at no charge — your choice.
Wrong item received
If you received the wrong product or variant, contact us within 7 days of delivery with a photo. We'll send the correct item at no charge — you don't need to return the wrong one.
Hygiene notice
Because nasal strips are a personal-care product that contacts the skin, we cannot accept physical returns of opened packs. This protects all our customers.
Refunds are still available under the terms above — we just don't ask you to ship the product back.
How to request a refund
with:
- Your order number (starts with #)
- A brief description of the issue
- Photos (if applicable)
We respond within 24 hours and process approved refunds within 3–5 business days to your original payment method. Depending on your bank, refunds may take an additional 5–10 days to appear on your statement.
Refund method
Refunds are issued to the original payment method used at checkout. We can't transfer refunds to a different account, card, or PayPal address — this is a payment-processor fraud-protection requirement, not a SleepStream limitation.
Non-refundable situations
- Requests made more than 30 days after delivery
- Packages marked delivered without a carrier claim filed (please check with neighbours and your local post office first)
- Bulk or wholesale orders (separate terms apply — contact us)
- Buyer's remorse on opened products beyond the 30-day window
- Customer-side delivery refusal without prior contact
Cancellations
Orders can be cancelled within 12 hours of purchase by emailing us. After that, your order may already be in processing and cancellation isn't guaranteed.
If we can't cancel in time, our 30-day refund policy still applies once the order arrives.
Your consumer rights
This policy is offered in addition to your rights under the New Zealand Consumer Guarantees Act 1993. Nothing in this policy limits or excludes those statutory rights.
For Australian customers, this policy is in addition to your rights under the Australian Consumer Law.