Refund policy

Refund & Return Policy

At sleepdeep.co, we are committed to providing the highest quality 22-Momme mulberry silk sleep systems. If you are not entirely satisfied with your purchase, we offer a transparent return process managed in alignment with our specialized fulfillment network.

1. 30-Day Return Window

You have 14 days from the date your order is delivered to notify us of your intent to return an item, and a total of 30 days to ensure the item is received back at our designated processing facility.

2. Hygiene and Condition Requirements

Due to the personal and hygiene-sensitive nature of our products—specifically silk sleep masks, pillowcases, and hair accessories—strict health and hygiene regulations apply.

  • Sealed Packaging: Items must be returned in their original, unopened packaging with all tamper-resistant hygiene seals, tags, and labels fully intact.

  • Unused Condition: We cannot accept returns for silk items that have been worn, washed, or show any signs of body oils or skincare residue. If an item is returned in a non-resalable condition, the refund may be rejected or a partial credit issued at our discretion.

  • Gift Sets: For the Premium Gift Box variants, the complete set must be returned, including the structured magnetic box and all accessories (such as the head flower and hair ties).

3. Faulty or Damaged Items

We take pride in our 6A-grade silk quality. However, if your item arrives damaged or with a manufacturing defect:

  • Report Promptly: You must notify us within 7 days of delivery.

  • Required Proof: To process a replacement or refund, you must provide clear photographs and an unboxing video showing the damage as it was found.

  • Resolution: Verified faulty items will be replaced or refunded in full, including the proportion of shipping and taxes associated with that item.

4. The Return Process (RMA Required)

To ensure your return is tracked and processed efficiently, a Return Material Authorization (RMA) number is mandatory.

  1. Email our support team with your order number and reason for return.

  2. If eligible, you will receive an RMA number and the correct return address.

  3. Returns sent without an RMA number or to an incorrect facility may be rejected or experience significant processing delays.

5. Fees and Restocking

  • Return Shipping: Unless the item is verified as faulty, the customer is responsible for all return postage costs. We strongly recommend using a tracked service with insurance.

  • Restocking Fee: A 25% restocking fee applies to all non-faulty returns to cover the cost of inspection, sanitation checks, and inventory processing.

  • Non-Refundable Costs: Original shipping fees and any payment processing fees are non-refundable.

6. Shipping and Address Accuracy

We utilize specialized express delivery lines to ensure your order arrives in the promised 4–9 day window.

  • Customer Responsibility: It is the customer's responsibility to provide a complete and accurate delivery address. Our delivery partners typically operate a "one-attempt" policy for cross-border e-commerce parcels.

     

  • Delivery Failures: We are not liable for packages that are destroyed, lost, or returned to the origin due to incorrect address information or refusal to accept a local delivery. In these cases, no refund will be provided.

7. Order Cancellations

Due to our rapid automated fulfillment system, orders are typically processed within 2–6 hours of purchase. Once an order has been synchronized with the factory for dispatch, it cannot be canceled and must follow the standard return process.