Our Refund Policy

Sleep-Safe pillows have been developed and improved for over 30 years by healthcare professionals: Don Alderton is a pharmacist and Chris Alderton is a health visitor, and it is a family run company centred on healthcare integrity.

Our aim has always been to provide Sleep-Safe Pillows to as many people with epilepsy as possible, at the lowest price possible.

- So, we don't supply through dealers and retail outlets, which avoids 'adding in' a resellers profit margin - we supply at the lowest price possible direct to users and carers.

However - refunds increase our costs by taking up time that would otherwise be used in fulfilling orders - it's unpaid 'double work'.

- That's because when a purchase is made we try to ensure rapid delivery by processing the transactions as quickly as possible into our system. That involves creating a customer profile, generating an invoice and delivery note(s), stock picking and packing and booking online postage. All this work has to be cancelled if a refund is requested and sometimes involves us having to pay a surcharge for missed postal / shipping bookings.

- And much of that work has to be repeated if an unwanted product that has already been delivered to a customer is returned.

To avoid passing-on to other buyers the costs incurred from making refunds - which affects our ability to keep prices as low as possible - we think it's fair and reasonable to deduct a re-stocking fee of 5% of the product price from any refund for a returned product that can be re-sold. We cannot refund to you the original cost of posting the order to you, because we cannot reclaim this from the postal provider. We do not offer 'free returns' for products returned to us due to a 'change of mind'.

Also:

- if a refund is requested and made before the order has been shipped,  a deduction of the 5% Transaction Fee will be made, because that Fee is not refunded to us by the card processor when we make a refund to the purchaser.

- if a refund is requested because we've requested a payment of VAT and that has been refused then a deduction of the 5% Transaction Fee will be made, because that Fee is not refunded to us by the card processor when we make a refund to the purchaser.

- if a refund has to be made because an order has been placed through an incorrect order page, for example, an order placed on a UK order page but with a delivery address outside the UK, a deduction of the 5% Transaction Fee will be made, because that Fee is not refunded to us by the card processor when we make a refund to the purchaser.

Once we’ve received the returned products - including the booklets and leaflets - undamaged, unsoiled and in reusable condition we’ll make a refund to your payment card.

Best wishes,

Don Alderton | Pharmacist | Sleep-Safe Anti-Suffocation Pillows
www.sleep-safe.co.uk