Returns

COVID-19

Due to the current situation regarding the Covid-19 pandemic, Snoozeland reserves the right not to refund due to circumstances out of our control. This may include restrictions and difficulties with delivery and supply due to government policies.

SO IT DIDN’T WORK OUT?

Snoozeland hangs its hat on the tens of thousands of happy families that have purchased our furniture since 2011. Return policies can be tricky in the furniture category and we aim to be as fair, open, and transparent as possible.

ONLINE CHANGE OF MIND RETURNS

We want our customers to feel confident about ordering our furniture online. We offer a 14 days change of mind returns policy on all online orders. We simply ask that should you have a change of heart that you let us know within 14 days of receiving your order. Simply email us at sg@snoozeland.com.my or call us on 012 - 366 3658 and reference your name, order number and the list of items you would like to return.

There are just a few boxes we need to tick.

Any items being returned must be done so in their original packaging along with all parts, hardware and assembly instructions. The absence of packaging or parts will deem the item ineligible for a full refund and will incur a restocking fee of 30% of the value of each item.

Once goods have been received in our Factory Outlet and checked, refunds will be issued within 7 working days via the original payment method less the original delivery fee and the return delivery fee.

Regrettably, for health reasons, we are unable to take back any mattress that has been removed from its packaging.

Snoozeland cannot take any responsibility for damage incurred during return transit or whilst in possession of the customer. If goods arrive back at Snoozeland where there is evidence of damage we will be unable to issue a full refund. Rather, the refund will reflect the level of damage and/or the diminished retail value of the item. A member of our customer support team will discuss this with you should this occur.

In the event that free delivery was a component of your order, you will be charged the flat rate delivery fee relevant to your postcode for the return of the goods to our Factory Outlet.

In the event that items were collected from our Factory Outlet by either yourself or your nominated carrier, it is your responsibility to return those goods to our Factory Outlet during its normal opening hours. Alternatively, Snoozeland can collect your goods for a fee.

Snoozeland does not offer a change of mind refund for purchases made in our Factory Outlet, for orders placed online after a consultation in store or for

customized or special order items.

FAULTY OR DAMAGED GOODS

Nobody’s perfect. Sometimes things aren’t quite right when you receive them.

Where an item is found to be faulty within the first 5 days of delivery, Snoozeland requires the fault to be reported in writing along with legible digital images to sg@snoozeland.com.my.

Within this time frame, Snoozeland will:

Replace or repair the faulty good at their discretion; or

If Snoozeland is unable to provide a new replacement, Snoozeland has the option to offer a full or partial refund dependent on the amount of damage to the product.

Where a new replacement is available, and the customer elects to receive a refund rather than a replacement, the refund will be for the amount of the purchase price minus the initial delivery cost. Refunds will be processed within 7 working days of receiving the authorized return in the Snoozeland Factory Outlet.

Where a customer chooses a replacement product and that customer has paid for an initial Snoozeland delivery, Snoozeland will re-deliver the replacement item and collect the faulty product for no additional charge.

In the event that a customer or their appointed agent has collected an item from the Snoozeland Factory Outlet and a fault is discovered in the item, the onus is on the customer to return that item to the initial point of collection, pending authorization by Snoozeland. The cost of redelivery and return in cases where the customer or their agent has collected their items is not covered by Snoozeland.

The 5 days period will commence on the date that the customer accepts delivery of their Snoozeland order. Where there is no proof of delivery, this date will be assumed to be 5 business days from the date of dispatch from Snoozeland’s Factory Outlet.

Outside of this 5 days period, faults will be dealt with in accordance with the terms and conditions of the applicable Snoozeland Warranty.

Where goods are reported as faulty within the 5 days period, Snoozeland requires clear and legible digital images of the fault to the goods, and, where applicable, their packaging, to be emailed to sg@snoozeland.com.my prior to progressing the claim.

Snoozeland reserves sole discretion to determine whether the goods are faulty or damaged in accordance with this policy.

Damages incurred during transit in the case where a customer or their agent has collected the items from the Snoozeland Factory Outlet are not considered faults. Damage of this nature will be considered wear and tear and is not claimable under Snoozeland’s Warranty.

Damage resulting from self-assembly or assembly by any third party is not covered by the Snoozeland Warranty.

Click here for our full terms and conditions.