Returns and refunds

Returns, Cancellations and Guarantee

Sleep Suisse Wolfentalstrasse 1, 8914 Aeugstertal, Switzerland Email: info@sleepsuisse.com

Last updated: 07.09.2026

In short

You have 14 days from delivery to return a pillow with its hygiene seal unbroken for a full refund of the price paid.

Once the hygiene seal is broken, the pillow cannot be sold as new. What happens next depends on where your order was delivered:

Switzerland: we do not take back unsealed pillows.
European Union and EEA: you keep your statutory right of withdrawal. We refund you less the diminished value of the pillow, calculated as set out in section 4.
United Arab Emirates: unsealed but unused pillows are refunded less a reconditioning charge. Used pillows are not accepted.

Faulty, damaged or incorrect goods are always covered in full, and we pay the return shipping. Nothing in this policy limits that.

For all other returns, you pay the return shipping.

1. Where this policy applies

This policy applies to orders delivered in Switzerland, the European Union and EEA, and the United Arab Emirates.

Where the law of the country in which you live gives you rights that cannot be limited by contract, those rights apply. This policy does not restrict them, and it does not extend them beyond what the law requires.

2. Cancelling before dispatch

Email us with your order number. If the order has not yet been handed to the carrier, we cancel it and refund the full amount to the original payment method.

Once the order has been handed to the carrier, the return rules below apply.

3. Returning a sealed pillow

Period. 14 days from the day you, or a person you nominated other than the carrier, took physical possession of the goods. Where an order is delivered in more than one shipment, the period runs from delivery of the last item.

Condition. The pillow must be:

unused;
in its sealed inner bag, unopened;
in its original outer packaging, with all parts, inserts and labels.

You may open the outer box and inspect the pillow as you would in a shop. Removing the sealed inner bag is not part of that inspection and is treated as unsealing under section 4.

Procedure.

Email us within the 14 days with your order number and the items you are returning. We reply with the return address and a return reference.
Send the goods within 14 days of our reply, using a tracked service. Keep the proof of postage.
The cost and the risk of the return shipment are yours. Goods lost or damaged in transit on the way back to us remain your responsibility.
Send the goods only to the return address we give you. Do not send them to any other address, including the address at the top of this policy.

Returns sent without a return reference, to a different address, or after the deadline may be refused or returned to you at your cost.

Multi-packs. Each pillow in a pack of two or three is assessed on its own. Pillows in the pack whose seal has been broken are dealt with under section 4.

Refund. We refund the price paid for the returned items to the original payment method within 14 days of receiving them and confirming their condition.

Standard delivery is free, so there is nothing further to refund. Any paid express or upgraded delivery option is not refunded. Bank charges and currency conversion differences are not covered.

4. Pillows with a broken hygiene seal

4.1 Switzerland

Swiss law gives no statutory right to withdraw from an online purchase because you changed your mind. The 14-day return in section 3 is offered voluntarily by us and applies only on the conditions set out there.

Once the sealed inner bag has been opened, the pillow cannot be reconditioned to a saleable standard within our cost base. We do not accept it back, unless it is faulty, damaged or not what you ordered (section 5).

4.2 European Union and EEA

You have a statutory right to withdraw from the contract within 14 days of delivery, and you keep that right even if you have opened the sealed inner bag.

Under Article 14(2) of Directive 2011/83/EU you are liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning. An unsealed pillow cannot be sold as new, so a deduction applies. We assess every returned pillow individually and tell you in writing what we deducted and why.

Condition of the returned pillow	Deduction from your refund
Seal broken, pillow not used: no marks, no odour, no sign of having been slept on	CHF 33.50 per pillow (reconditioning), or the equivalent in the currency of your order
Pillow used, but still reconditionable for resale as an opened item	CHF 33.50 per pillow, plus the difference between the price you paid and the price the reconditioned pillow can realistically be sold for. The total deduction will not exceed 50% of the price you paid for that pillow
Pillow not reconditionable: soiled, stained, marked, damaged, carrying an odour, washed, or with the foam core wet or deformed	The diminished value is the full price paid. No refund is due for that pillow

The deduction never exceeds the price you paid for the pillow.

We refund the balance within 14 days of the day we receive the goods back, or of the day you supply proof that you have sent them, whichever is earlier.

Return shipping is paid by you. To withdraw, email us or use the form in section 8.

4.3 United Arab Emirates

Returns of goods bought online are governed by Federal Decree-Law No. 14 of 2023 on Trading by Modern Technological Means. Under that law the right to return is lost where the goods have been used beyond what is necessary to check them.

Seal broken, pillow not used: we refund the price paid less a reconditioning charge of CHF 33.50 per pillow, or the equivalent in the currency of your order.
Pillow used: slept on, marked, soiled, washed, or carrying an odour: the right to return is forfeited and we do not accept it back, unless it is faulty, damaged or not what you ordered (section 5).

UAE law does not give a general right to withdraw from an online purchase simply because you changed your mind. The return in section 3 is offered voluntarily by us and applies only on the conditions set out there.

Your statutory return rights under Federal Decree-Law No. 14 of 2023 on Trading by Modern Technological Means apply where the goods are defective, incomplete or damaged on receipt, where delivery is so late that the goods are unusable, where the agreed terms have been breached, or where the goods contravene UAE law. Those cases are dealt with in section 5, and the right is lost if you use the product beyond what is needed to check it, or return it after the 14-day period in section 3.

Outside those cases, once the sealed inner bag has been opened we do not accept the pillow back.

Refunds are made within 14 days of our receiving the goods and confirming their condition.

5. Faulty, damaged or incorrect goods

If the goods arrive damaged, are not what you ordered, or develop a defect, you are covered by the statutory guarantee:

Switzerland: two years, under the Swiss Code of Obligations.
EU and EEA: two years, under Directive (EU) 2019/771.
United Arab Emirates: the guarantee provided under the UAE Consumer Protection Law.

Tell us as soon as you notice the problem. Under Swiss law you must give notice of a defect immediately upon discovering it; a defect that is not reported promptly may be treated as accepted. Send photographs of the goods, the defect and the outer packaging with your first email.

Depending on the case we replace the goods or refund them in full, and we pay the return shipping.

Not covered: damage caused by misuse, by washing or wetting the foam core, by pets, by unsuitable bed linen or bases, or by normal wear. Compression marks and a temporary odour when a foam pillow is first unpacked are normal characteristics of the product and are not defects.

The legal guarantee is not affected by anything in sections 3 and 4.

6. Exchanges

We do not exchange. Return the item under section 3 or 4 and place a new order.

7. Refunds

Refunds are made to the payment method used for the order, in the currency of the order. Depending on your bank or card issuer it can take a few working days to appear.

Except where section 4.2 requires otherwise, we may withhold a refund until we have received the goods and confirmed their condition.

We may set off against your refund any amount you owe us on the same order.

8. Right of withdrawal for EU and EEA customers

Right of withdrawal. You have the right to withdraw from this contract within 14 days without giving any reason.

The withdrawal period expires 14 days from the day on which you, or a third party other than the carrier indicated by you, acquires physical possession of the goods. Where the goods in one order are delivered separately, the period expires 14 days from the day you acquire physical possession of the last item.

To exercise the right of withdrawal, you must inform us:

Sleep Suisse, Wolfentalstrasse 1, 8914 Aeugstertal, Switzerland
Email: info@sleepsuisse.com

by an unequivocal statement, for example a letter sent by post or an email. You may use the model withdrawal form below, but it is not obligatory. To meet the withdrawal deadline, it is sufficient for you to send your communication before the withdrawal period has expired.

Effects of withdrawal. If you withdraw from this contract, we will reimburse all payments received from you, including the costs of delivery, except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us.

We will make the reimbursement without undue delay, and not later than 14 days from the day on which we are informed about your decision to withdraw. We will use the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.

We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

You shall send back the goods without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal. The deadline is met if you send back the goods before the period of 14 days has expired.

You will have to bear the direct cost of returning the goods.

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods. Section 4.2 sets out how we assess that diminished value for pillows.

Model withdrawal form

Complete and return this form only if you wish to withdraw from the contract.

To Sleep Suisse, Wolfentalstrasse 1, 8914 Aeugstertal, Switzerland, info@sleepsuisse.com:

I hereby give notice that I withdraw from my contract of sale of the following goods: [product and quantity].

Ordered on: [date] / Received on: [date] Order number: [number] Name of consumer: [name] Address of consumer: [address] Signature of consumer (only if this form is notified on paper): Date: [date]

9. Law and jurisdiction

This policy and any contract of sale made under it are governed by Swiss law, without prejudice to the mandatory consumer protection provisions of the country in which you have your habitual residence.

The place of jurisdiction is Aeugst am Albis, Switzerland, without prejudice to any mandatory right you have to bring proceedings before the courts of the country in which you live, and without prejudice to our right to bring proceedings against you there.

10. Contact

All returns, cancellations and guarantee claims are handled by email. Write to info@sleepsuisse.com and include your order number.