Refund policy
Return & Refund Policy
Last updated: August 20, 2026
At SleepHaven, customer satisfaction is important to us. If there is an issue with your order, we are here to help. Please review our return and refund policy below before submitting a request.
30-Day Return Policy
You may request a return within 30 days of receiving your order.
To request a return, please contact SleepHaven through our Contact Us page or customer support email and provide your order number and the reason for your request.
Please do not send a product back before contacting us and receiving return instructions.
Return Eligibility
To be eligible for a return, your item must generally:
- Be in the same condition in which you received it
- Be unused and unworn
- Include its original packaging where applicable
- Include any accessories or items originally included with the product
- Be accompanied by proof of purchase or your order number
Because sleep masks are personal-use products that come into direct contact with the face and eye area, used or worn sleep masks may not be accepted for change-of-mind returns for hygiene reasons.
This does not affect claims involving products that arrive damaged, defective, incorrect, or any rights you may have under applicable consumer-protection laws.
Damaged, Defective or Incorrect Orders
Please inspect your order when it arrives.
If your product arrives damaged, defective, or different from what you ordered, please contact us as soon as possible.
Include:
- Your order number
- A description of the problem
- Clear photographs of the product and, when relevant, its packaging
After reviewing the issue, SleepHaven will determine the appropriate solution. Depending on the circumstances, this may include a replacement, refund, or other appropriate resolution.
Return Shipping
Please contact us before returning any product. If your return is approved, we will provide the appropriate return instructions.
Do not automatically return your order to the address printed on the original shipping package.
For eligible change-of-mind returns, customers may be responsible for return shipping costs.
If we confirm that the product was damaged, defective, or incorrect, we will provide instructions regarding the appropriate resolution and any applicable return-shipping costs.
Refunds
Once an eligible returned item has been received and inspected, we will notify you whether your refund has been approved.
If approved, the refund will be issued to the original payment method used for your purchase.
Please remember that your bank, credit-card company, or payment provider may require additional processing time before the refund appears in your account.
Original shipping charges may not be refundable for change-of-mind returns unless otherwise required by applicable law.
Exchanges
If you would like to exchange an eligible product for another variant, please contact us before returning your original item.
Exchange requests are handled based on product availability and the circumstances of the request.
Order Changes & Cancellations
If you need to change or cancel an order, please contact us as soon as possible after placing your order.
We will make reasonable efforts to accommodate your request. However, orders can enter processing quickly, and we cannot guarantee that an order can be changed or cancelled once fulfillment has begun.
If your order has already shipped, our normal return procedures may apply.
Incorrect Shipping Address
Customers are responsible for providing complete and accurate shipping information when placing an order.
If you notice an error in your shipping address after ordering, please contact us immediately.
We will make reasonable efforts to correct the address before fulfillment, but we cannot guarantee that changes can be made after an order has entered processing or has shipped.
Packages Marked as Delivered
If tracking information indicates that your package was delivered but you cannot locate it, please check:
- Around the delivery location
- Your mailbox or parcel locker
- With members of your household
- With neighbours
- With your building reception or management, if applicable
- With the shipping carrier
If you are still unable to locate the package, contact SleepHaven with your order number so we can review the available shipping information.
Non-Returnable Items
Certain products may not be eligible for return, including:
- Products that have been used or worn where hygiene considerations apply
- Products damaged after delivery through misuse or improper handling
- Items returned outside the applicable return period
- Items returned without prior authorization when return instructions were required
Exceptions may apply where required by applicable consumer-protection laws.
Contact Us
For questions about returns, refunds, exchanges, damaged products, or your order, please contact SleepHaven through our Contact Us page or customer support email.
Please include your order number whenever possible so we can assist you efficiently.