Refund policy

365 Day Returns

We know life with babies and children can be busy, so we offer 365-day change-of-mind returns to give you extra flexibility and peace of mind.

You can return eligible items within 365 days of purchase, provided they are:

Unused, unworn and unwashed
In original, saleable condition
Returned with all original packaging and tags where applicable

Please package returns carefully to ensure they arrive back in saleable condition.

Please check below for returns exclusions.

Change of mind returns

Please see our information below covering the process for returning items and the items that are excluded from change of mind returns.

We process our returns as quickly as possible, usually within a week. Let us know if your return is urgent. Please allow 5-10 working days for refunds to appear in your bank account once processed.

When did you purchase?	Refund	Store Credit	Exchange
Within 90 days	Yes	Yes	Yes
91–365 days	No	Yes	Yes

Returns process

You can send a return by tracked post or drop it to us at Click & Collect.

Customers can initiate a return without contacting us, we just ask you check the Change of Mind Exclusions before sending please.
Contact us if we can help with anything before you start your return.
Please include a completed returns form or your original packing slip and return details.
Let us know if you would like a store credit, refund or have placed a new order as an exchange.
Ensure all packaging and tags are included and the item will not get damaged in transit.

Send returns to:

The Sleep Store
85C Henderson Valley Road
Henderson
Auckland 0612
New Zealand

Download the returns form (You will find the form in your Downloads)

Doing an Exchange with us

To ensure you secure the item you would like, please place a new order it is not possible to reserve stock for exchanges in Shopify without an order.

Return your unwanted item for a refund using our returns process above.

Return shipping costs

Customers are responsible for return shipping costs for change-of-mind returns.

If you need a courier label to send back a return, we'll advise the cost for you and send to you to print at home.

If your item is faulty or we have sent the wrong item, we will provide return courier shipping.

Change of Mind Return Exclusions

We cannot accept back the following due to change of mind. This does not impact returning items that you want to return under the Consumer Guarantees Act. Please contact hello@thesleepstore.co.nz if you have questions before sending back a return.

Electrical products are not eligible for change of mind refunds but may be returned within 30 days for store credit, provided they meet all return conditions.
Bath, food or wellbeing products cannot be returned for change-of-mind reasons where the product has an expiry date or the seal has been opened.
Mystery bags cannot be returned or exchanged.
Washed, worn or used items can not be returned for change of mind.

Sale Items

Sale items can be returned for change of mind returns but will only be eligible for store credit or exchange if the product has since been discontinued.

Products marked as clearance are not eligible for change of mind returns and are sold firm sale. Your rights under the Consumer Guarantees Act still apply.

Faulty, Damaged or Incorrect Items

If your item is faulty, damaged, not as described, or unfit for purpose, please contact us as soon as possible. You may be entitled to a repair, replacement, or refund under the Consumer Guarantees Act.

Our 365-day change-of-mind policy is offered in addition to your rights under New Zealand consumer law and does not limit those rights.

If you're unsure whether your issue falls under a change-of-mind return or a product fault, please contact us at hello@thesleepstore.co.nz and we'll be happy to help