Refund policy

Vespera Sleep Return & Refund Policy

At Vespera Sleep, we stand behind the quality of our sleep wellness products. If you need to return an item or request a refund, this policy outlines the conditions, timelines, and procedures for doing so.

1. Order Cancellations

• Before Dispatch: You may cancel your order at any time before it has been dispatched from our fulfillment center. Orders are typically processed and fulfilled within 1 to 5 business days. To request a cancellation before dispatch, email us immediately at orders@vesperasleep.com.

• After Dispatch: If your order has already been processed and shipped, it cannot be canceled in transit. You must follow the Change of Mind Return process once the item arrives.

2. Change of Mind Returns

We understand that you may change your mind after placing an order. We accept returns for store credit under the following conditions:

• Timeframe: Return requests must be submitted within 3 days of receiving your item (based on carrier delivery tracking).

• Condition: Items must be returned in their original packaging, unopened, unused, and in 100% resellable condition.

• Return Shipping: Customers are responsible for arranging and paying for return shipping costs. We recommend using a trackable shipping service, as we cannot guarantee receipt of un-tracked returns.

• Refund Method: Once the returned item is received, inspected, and approved, we will issue your refund as store credit for a future purchase.

• Shipping Cost Exclusions: Original shipping fees paid at checkout are non-refundable.

To initiate a return for change of mind, please email orders@vesperasleep.com with your order number and reason for return.

3. Warranty & Defective Items

We offer a 90-day warranty covering manufacturing defects and operational faults from the date you receive your items.

3.1 Warranty Claims Process

1. Contact orders@vesperasleep.com within 90 days of receipt with your order number, a description of the issue, and photo/video evidence of the defect.

2. If approved for evaluation, you will be asked to ship the item back. You will pre-pay the return shipping fee.

3. Upon receiving the item, our quality assurance team will inspect and process your warranty claim within 7 business days.

3.2 Warranty Resolutions

If a valid warranty defect is confirmed, we will reimburse your return shipping cost and provide you with your choice of one of the following resolutions:

• A full refund to your original payment method.

• A refund issued as store credit.

• A replacement item shipped to you at no extra cost (subject to stock availability).

4. Damaged, Lost, or Undeliverable Packages

4.1 Parcels Damaged in Transit

If your package arrives damaged:

• If possible, reject the delivery directly with the courier.

• If the parcel was left at your property, take photographs of the damaged packaging and product immediately and contact orders@vesperasleep.com.

• Once the courier investigation is complete, we will arrange a full replacement or refund.

4.2 Lost Packages

If your package exceeds the estimated 3 to 15 business days transit window without tracking updates, contact orders@vesperasleep.com. Once the courier conducts an investigation and formally deems the parcel lost, we will issue a replacement or refund immediately.

4.3 Address Entry Errors & Reshipping

Customers are responsible for ensuring their delivery address is correct at checkout. If a package is returned to our fulfillment center or marked undeliverable due to an incorrect or incomplete address provided by the customer, a reshipping fee will apply to send the order to the correct address.

5. Summary of Return Options

6. Contact Information

For all questions regarding returns, refunds, or order status, please reach out to the appropriate department:

• Order Support, Returns & Warranty Claims: orders@vesperasleep.com

• General Enquiries & Customer Care: contact@vesperasleep.com