Refund policy
RestoreSleep — Returns & Refunds
We want to be straightforward with you from the start. This page covers your legal rights and how returns work at RestoreSleep. It is written to be honest and clear — not to catch you out, and not to hide anything. If something is not working, we want to know about it and we want to fix it.
The Hygiene Seal — What It Means and Why It Matters
Your SnorLift arrives in a heat-sealed hygiene bag. This is not just packaging — it is a health and hygiene measure, and it has a legal implication you should know about before you open it.
Under Regulation 28(3) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, goods sealed for health or hygiene purposes are exempt from the statutory 14-day cancellation right once that seal has been broken. This is the same principle that applies to items like underwear or certain medical products. By purchasing from us, and by opening the hygiene seal, you are acknowledging that you have read and understood this.
This means your primary protection after opening the seal is the 60-Night Discovery Guarantee — a voluntary commercial promise we make, which in practical terms goes far beyond the statutory 14-day right in any case.
This does not — under any circumstances — affect your rights under the Consumer Rights Act 2015 in relation to faulty, damaged, or misdescribed goods. Those rights exist regardless of whether the seal has been opened, and they always will.
If the Seal Arrives Broken or Damaged
Please inspect your order on the day of delivery. If the hygiene seal has been broken, damaged, or tampered with during transit, you must notify us within 48 hours of delivery by emailing support@restoresleep.co.uk with your order number and a clear photograph of the damaged seal. Claims raised after 48 hours in relation to transit seal damage cannot be accepted, as it becomes impossible for us to distinguish transit damage from post-delivery opening.
If You Have Not Opened the Seal — 14-Day Return Right
If you change your mind before opening the seal, you may return the product within 14 days of the delivery date confirmed by our courier tracking record. Contact us at support@restoresleep.co.uk with your order number. We will respond within one business day with return instructions. Return postage is at your cost for change-of-mind returns. Once we receive the item and confirm the seal is intact, we will refund the full purchase price to your original payment method within 10 business days. Items sent back without prior authorisation cannot be accepted.
If You Have Opened the Seal — Your Route to a Refund
Once the hygiene seal has been broken, the statutory 14-day cancellation right no longer applies. Your route to a full refund is the 60-Night Discovery Guarantee, provided you have registered your purchase within 14 days of delivery and used the product for a minimum of 45 of the 60 nights. The full conditions and process are detailed on our Guarantee page. We strongly encourage you to register your guarantee immediately after receiving your order — the registration takes two minutes and is the single most important step you can take to protect your purchase.
Faulty, Damaged, or Misdescribed Goods
If your SnorLift arrives damaged, is materially different from the description on our product page, or develops a manufacturing fault, you are entitled to a full refund, repair, or replacement regardless of whether the hygiene seal has been opened. This right exists under Sections 9–11 and 19–24 of the Consumer Rights Act 2015 and cannot be excluded by any policy or condition. To exercise this right, contact us within 30 days of delivery with your order number, a description of the fault, and a photograph where relevant. We will respond within one business day. Our product descriptions contain specific measurements and material specifications — if you believe the product does not match those specifications, please raise this with us and we will investigate promptly.
Condition Required for Returns
Where a return is authorised under any route, the product must be returned in reasonable condition. Reasonable condition means the foam core is structurally intact, the cover shows normal wear consistent with sleep use, and there is no physical damage beyond ordinary use. Before dispatching a return, you will be asked to provide a photograph of the product so its condition can be noted at the point of departure. This protects you as well as us — it creates a clear record of the product's state before it enters the postal system.
All Orders Dispatched With Tracked Delivery
Every SnorLift order is dispatched using a tracked delivery service. The courier's delivery confirmation constitutes our record of receipt. If you believe your order was not delivered despite a confirmed tracking record, contact us immediately and we will investigate with the courier on your behalf.
Discounted and Promotional Purchases
The 60-Night Discovery Guarantee applies exclusively to full-price purchases. Items purchased at a promotional or discounted price are covered by your statutory rights — specifically the 14-day cancellation right if the seal remains unbroken, and your Consumer Rights Act 2015 protections for faulty goods regardless of the price paid. This is noted clearly at the point of any promotional offer.
How to Contact Us
Email: support@restoresleep.co.uk. We respond to all emails within one business day, Monday to Friday. If you are approaching day 55 or day 60 of your guarantee window, please mark your email subject line as URGENT — GUARANTEE WINDOW and we will prioritise your response.
Your Statutory Rights
Nothing in this policy removes or limits your statutory rights under UK consumer law. If you are unsure of your rights, Citizens Advice (citizensadvice.org.uk) provides free and independent guidance.
Governed by the laws of England and Wales.