Returns and Refunds Policy

We want you to sleep well on your SleepGenie bed. If something is not right, this policy explains your options. It works alongside our Terms of Service and never limits your rights under the Consumer Protection Act (CPA) or the Electronic Communications and Transactions Act (ECTA).

1. Online orders: 7-day cooling-off

If you bought through our website, you may cancel within 7 days of receiving your order, for any reason, under section 44 of ECTA.

• Contact us at sales@sleepgeniesa.com or 071 895 0469 with your order number.
• We will arrange collection, or you may bring the Products to our showroom. The only cost to you is the direct cost of returning the Products.
• We refund all payments, less any return cost, within 30 days of your cancellation.
• This does not apply to Products made to your specifications, such as custom sizes.

Tip: keep your mattress in its original protective plastic until you are sure it is right for you. This keeps it clean and makes a return quick and easy.

2. Showroom purchases: change of mind

Because mattresses and pillows are personal sleep products, and because you can lie on our beds in the showroom before you buy, we do not accept change-of-mind returns on showroom purchases once Products have been delivered or collected and unwrapped. If you change your mind before delivery or collection, contact us and we will do our best to help, for example with an exchange for a different model or size.

This does not affect your rights if a Product is defective (section 3 below) or if you bought on lay-buy (section 5 below).

3. Defective Products: 6-month CPA right

Under section 56 of the CPA, if a Product is defective, unsafe or not fit for its normal purpose, you may return it within 6 months of delivery. You may choose to have it:

• repaired,
• replaced, or
• refunded.

If a repaired Product develops the same or a new defect within 3 months of the repair, we will replace it or refund you.

After 6 months, the guarantee and warranty on your Product apply (section 4).

What is not a defect

• Normal body impressions (up to [To be confirmed] cm deep), and a change in feel as new foam and springs settle in the first weeks.
• Damage caused by liquids, stains, burns, pets, jumping on the bed or other misuse.
• Damage caused by using the mattress on an unsuitable, broken or sagging base or frame.
• Sagging caused by not rotating the mattress as recommended.
• Damage during transport or handling by anyone other than SleepGenie or our delivery partner.
• Personal comfort preference (please see section 1 for online orders).

4. Guarantees and warranties

Many of our Products carry a guarantee and a longer warranty, for example a 3-year guarantee and a 25-year warranty on selected mattresses. The periods for your Product are shown on its product page and on your invoice. To claim:

1. Contact us with your invoice or order number.
2. Send photographs of the problem, including the law label and, for sagging, a photograph with a straight edge and a tape measure across the mattress.
3. We may inspect the Product at your home or ask you to bring it to our showroom.
4. If the claim is valid, we will repair or replace the Product as set out in the guarantee or warranty terms.

5. Lay-buy cancellations

If you cancel a lay-buy, or do not complete payment in the agreed period, we refund what you have paid less the cancellation charge set out in your lay-buy agreement, in line with section 62 of the CPA. If we cannot supply your Products, you receive a full refund.

6. Damaged or incorrect deliveries

Please inspect your order when it arrives and note any visible damage on the delivery note. If anything is damaged, missing or not what you ordered, tell us within 48 hours and we will collect and replace it at no cost to you.

7. How refunds are paid

• Card payments are refunded to the same card.
• EFT and cash payments are refunded by EFT to an account in the buyer’s name.
• Refunds are processed within 30 days of approval. Your bank may take a few extra days to reflect the funds.

8. Contact us

SleepGenie, Monument Park Shopping Centre, Skilpad Road, Monument Park, Pretoria, 0081
Phone: 071 895 0469 / 073 087 9125
Email: sales@sleepgeniesa.com

If we cannot resolve your complaint, you may contact the Consumer Goods and Services Ombud (CGSO) at www.cgso.org.za.