CLAIMS & RETURNS

I received a defective product

We’re sorry to hear that! Of course, we’ll help you.To handle your claim quickly and efficiently, please email the details to info@sleepo.eu. Include the following:

• Your order number (found in your order confirmation)
• A clear description of the problem
  
  
• Photos showing the defect(s) as well as a full view of the product
  
  
• A photo of the ID label, usually located on the underside of the product
  
  
• Photos of the packaging, whether intact or damaged
  
  
• Your address and phone number (if changed since ordering)
  
  

We will confirm receipt of your email within 24 hours and provide a solution within 2–4 business days.
We aim to resolve claims primarily by fixing the issue. If possible, we provide replacement parts; otherwise, we offer a price reduction or a new product.
If you already know how you would like the claim resolved (e.g., replacement part, price reduction, or new product), please include this in your email.
If the defect existed at delivery, we also need photos of all sides of the packaging, inner packaging, and the part of the packaging where the damage matches the defect on the product.

There is a problem with my product

We’re sorry to hear that! Of course, we’ll help you.Please email info@sleepo.eu with the following:

• Your order number
• A clear description of the problem
  
  
• Photos or video showing the defect and a full view of the product
  
  
• Photo of the ID label (if available)
  
  
• Your address and phone number
  
  
• Describe how the problem occurred – was it from the start, during assembly, or after use?
  
  

We will confirm receipt within 24 hours and provide a solution within 2–4 business days.
We aim to solve the issue primarily by sending replacement parts or, if needed, offering a price reduction or a new product.

Damaged delivery

We’re sorry that your order arrived damaged!To help you quickly, please email info@sleepo.eu within 3 days of delivery. Include:

• Your order number
• A description of the delivery process
  
  
• Photos of all sides of the packaging and inner packaging if applicable
  
  
• Photos or video clearly showing the damage, plus a full view of the product
  
  
• Your address and phone number
  
  

If possible, note the damage on the delivery slip or inform the driver at delivery. Always keep the packaging until the claim is resolved.
We confirm receipt within 24 hours, and you usually receive a solution within 2–4 business days.

What happens next?

We will provide a solution within 2–4 business days.Great that you sent all the required information – this allows us to assist you quickly!

When handling a claim, we primarily offer:

• Replacement parts
  
  
• Price reduction
  
  
• New product if the original cannot be repaired
  
  

If you already know which solution you prefer, please state it in your email.
If you have moved or changed phone number since ordering, please provide updated details.
Always keep the packaging until the case is fully resolved unless otherwise agreed.

If a solution has already been agreed

Price Reduction:
Refunds are made using the same payment method used for your order.

Replacement Part:
You will receive delivery information via email. For service point delivery, you will receive an SMS when the part is ready. For home delivery, the carrier will contact you to schedule a time.

New Product:
You will receive an email with delivery information. For home delivery, the carrier will contact you to schedule a time. For smaller packages to a service point, you will receive an SMS when it is ready for pickup.

Payment methods for refund

We use Klarna, PayPal, Apple Pay, Google Pay, and card payments (processed via Kustom). Refunds are always returned to the same payment method you used at checkout. Processing times depend on your bank or payment provider.

KLARNA

Refund handling depends on which Klarna product you used during checkout:

Klarna Pay Now (Direct banking / card)

If you paid directly with your bank or card via Klarna, the refund returns to the same card or bank account. Processing time: 2–5 business days.

Klarna Pay Later (Invoice)

If you used Klarna invoice:

• If you have not paid yet → Klarna will adjust or close the invoice automatically • If you already paid → Klarna will refund you to your bank account registered in the Klarna app

Processing time: 2–5 business days after Klarna receives confirmation from Sleepo.

Klarna Pay in Instalments

If you split your payment:

• Your total balance is automatically adjusted
  • If you have already overpaid → Klarna refunds the excess amount to your bank account
  • Future instalments may be paused or reduced

Processing time: 2–5 business days.

Important: Klarna refunds are handled entirely by Klarna once Sleepo has processed the return. For invoice reminders or extensions, customers can manage everything in the Klarna app.

PAYPAL

Refunds through PayPal always return via the same payment method used for the original purchase:

PayPal Balance:

Appears immediately or within 24 hours.

Linked Card:

Refund returns to the same card. Processing time: 3–5 business days depending on your bank.

Linked Bank Account:

Refund appears in 2–5 business days.

PayPal Credit / Installments:

Refund reduces your outstanding PayPal Credit balance. If the refund exceeds the balance, the remaining amount is returned to your bank account or card.

PayPal sends an email notification when the refund begins.

APPLE PAY

Refunds automatically return to the card linked to your Apple Wallet. Apple Pay is not a separate account — it’s your regular bank card.

Processing time: 1–5 business days, depending on the card issuer. You usually receive a push notification in the Apple Wallet app.

GOOGLE PAY

Refunds automatically return to the card linked to your Google Pay account. Google Pay is not a separate payment method — it’s simply your card.

Processing time: 1–5 business days depending on your bank. You will typically receive a notification in Google Pay.