Elevate Sleep Returns & Refund Policy

Last updated: 30 August 2026

At Elevate Sleep, we want our customers to shop with confidence. This Returns & Refund Policy applies to purchases made through the Elevate Sleep online store.

Our policy is intended to operate in accordance with applicable South African consumer legislation, including the Consumer Protection Act 68 of 2008 (“CPA”) and the Electronic Communications and Transactions Act 25 of 2002 (“ECTA”).

Nothing in this policy is intended to exclude, restrict or waive any consumer right or remedy that cannot lawfully be excluded, restricted or waived.

1. Our 10-Day Return Policy

In addition to any rights you may have under South African law, Elevate Sleep offers eligible customers a 10-day voluntary change-of-mind return period.

You must contact us to request your return within 14 days of receiving your order.

To qualify for a voluntary change-of-mind return, the product must:

• Be unused, unworn and undamaged.
• Be in a clean and resellable condition.
• Show no signs of use, wear, washing, alteration, damage or contamination.
• Include all original accessories, components and documentation supplied with the product.
• Be returned in its original packaging, where reasonably applicable.
• Be accompanied by valid proof of purchase from Elevate Sleep.
• Be returned in accordance with the return instructions provided by us.

We reserve the right to reasonably inspect returned products before approving a voluntary return.

If the returned product does not satisfy these conditions, we may refuse the voluntary change-of-mind return, to the extent permitted by law.

These conditions do not restrict any separate statutory rights you may have regarding defective, unsafe, incorrectly supplied or otherwise non-compliant goods.

2. Hygiene & Wearable Products

Elevate Sleep headphones are wearable products designed to come into direct contact with the head, face, hair and skin.

For hygiene reasons, products that have been used, worn, washed, contaminated or otherwise rendered unsuitable for resale may not qualify for our voluntary 14-day change-of-mind return policy, to the extent permitted by applicable law.

We therefore recommend inspecting your product carefully before wearing or using it if you are uncertain whether you wish to keep it.

This hygiene provision does not remove any statutory rights you may have if the product is defective, unsafe, incorrectly supplied or otherwise fails to comply with applicable South African consumer law.

3. Online Cooling-Off Rights

Certain online transactions may qualify for the statutory cooling-off provisions contained in ECTA.

Where applicable, a consumer may cancel a qualifying transaction without reason and without penalty within seven days after receiving the goods.

The consumer may be responsible for the direct cost of returning the goods where permitted under ECTA.

Any refund due under the statutory cooling-off provisions will be processed within the timeframe required by applicable law.

Certain transactions and goods may be excluded from the statutory cooling-off provisions under ECTA.

Our voluntary 14-day return policy does not reduce any cooling-off rights that you may independently have under applicable law.

4. Defective, Faulty or Unsafe Products

Our products remain subject to the statutory implied warranty of quality contained in the CPA.

Where applicable, goods supplied to consumers must be reasonably suitable for their intended purpose, of good quality, in good working order and free of defects, and usable and durable for a reasonable period having regard to their normal use and surrounding circumstances.

If a product fails to satisfy the applicable requirements of the CPA, the consumer may, within six months after delivery, return the qualifying goods without penalty and at the supplier's risk and expense.

Where section 56 of the CPA applies, the consumer may direct the supplier to:

• Repair the product
• Replace the product
• Refund the price paid

These statutory rights are separate from our voluntary 14-day change-of-mind policy.

5. What Is Not Normally Considered a Defect

Subject always to applicable consumer law, the following will not ordinarily constitute a manufacturing or product defect:

• Normal wear and tear.
• Accidental or deliberate damage.
• Damage resulting from misuse or unreasonable use.
• Failure to follow supplied product or care instructions.
• Damage caused by improper storage.
• Damage caused by washing or cleaning contrary to supplied instructions.
• Liquid or moisture damage where such exposure is outside the product's intended use.
• Damage caused by excessive heat or other external conditions.
• Unauthorised modification, disassembly or repair.
• Damage caused by the customer or another person after delivery.
• Cosmetic deterioration resulting from ordinary use.
• Damage caused by using the product for a purpose for which it was not reasonably intended.

We may reasonably inspect a product returned as defective to establish the nature and cause of the reported problem.

Nothing in this section allows Elevate Sleep to deny a remedy where the customer is legally entitled to one under the CPA or other applicable legislation.

6. Damaged, Incorrect or Incomplete Orders

Please inspect your order after receiving it.

If you receive a product that is:

• Damaged in transit;
• Incorrect;
• Missing components;
• Materially different from the product ordered; or
• Apparently defective,

please contact us as soon as reasonably possible.

Please provide your order number, a description of the issue and, where reasonably necessary, clear photographs or video showing the problem.

This helps us investigate the matter and provide the appropriate solution.

7. Return Shipping Costs

For voluntary 14-day change-of-mind returns, the customer is responsible for the cost of returning the product to us, except where applicable law requires otherwise.

Customers are responsible for ensuring that voluntarily returned products are packaged appropriately and returned using a reliable delivery service. We strongly recommend using a tracked shipping service.

Where a product qualifies for return because it is defective or otherwise fails to satisfy the statutory requirements of the CPA, the return will be dealt with at our risk and expense where required by law.

Where an applicable ECTA cooling-off right is exercised, the direct cost of returning the goods may be payable by the consumer as provided by ECTA.

8. Return Authorisation

Please contact Elevate Sleep before returning a product.

If your return is accepted or qualifies for processing, we will provide the relevant return instructions and return address.

Products should not be sent to an address found independently online or returned without following the instructions provided by us.

We cannot accept responsibility for a product voluntarily sent to an incorrect address.

9. Inspection of Returns

All returned products may be reasonably inspected after receipt.

For voluntary change-of-mind returns, we may check whether the product:

• Has been used or worn;
• Has been damaged;
• Has been washed;
• Is clean and hygienic;
• Contains all supplied components and accessories;
• Is in a resellable condition; and
• Otherwise satisfies the requirements of our voluntary return policy.

We reserve the right to reject a voluntary change-of-mind return that does not meet the requirements stated in this policy, to the extent permitted by applicable law.

Inspection requirements will not be used to unlawfully deny statutory consumer rights.

10. Refunds

Once we receive and inspect an eligible return, we will notify you of the outcome.

If a refund is approved, the refund will ordinarily be issued to the original payment method used for the purchase.

Once Elevate Sleep has issued a refund, additional processing time may be required by your bank, card issuer or payment provider before the funds appear in your account.

Any refund required under applicable consumer legislation will be processed within the timeframe required by that legislation.

11. Original Delivery Charges

Whether original delivery charges are refundable depends on the nature and legal basis of the return.

For voluntary change-of-mind returns made under our additional 14-day policy, original delivery charges are not ordinarily refundable, except where required by applicable law.

Where a refund, return or reimbursement is required by South African law, Elevate Sleep will comply with the applicable legal requirements.

12. Sale, Promotional & Discounted Products

Purchasing a product on sale, during a promotion or using a discount code does not remove the consumer's statutory rights regarding defective or otherwise non-compliant goods.

Eligible sale products may also qualify for our voluntary 14-day return policy provided that all return requirements stated in this policy are satisfied, unless specific promotional terms disclosed before purchase provide otherwise and those terms are lawful.

13. Exchanges

Where we voluntarily agree to an exchange for a non-defective product, the original product must satisfy the requirements of our 14-day voluntary return policy.

This means it must generally be unused, unworn, undamaged, clean and in resellable condition.

Any additional delivery costs associated with a voluntary exchange may be payable by the customer.

This does not affect statutory remedies applicable to defective or incorrectly supplied goods.

14. Proof of Purchase

We may reasonably require proof that the product was purchased directly from Elevate Sleep.

This may include:

• Your order number;
• Order confirmation;
• Email address used when placing the order;
• Payment confirmation; or
• Other reasonable proof of purchase.

Our voluntary return policy applies only to products purchased directly from Elevate Sleep.

Products purchased from another retailer or third-party seller should ordinarily be returned to the relevant seller, subject to applicable law.

15. Fraud, Abuse & Product Substitution

Elevate Sleep reserves the right to investigate suspected:

• Return fraud;
• Product substitution;
• False claims;
• Deliberate product damage;
• Fraudulent payment disputes;
• Abuse of promotional offers; or
• Other misuse of our returns process.

Where legally justified, we may reject fraudulent or abusive return requests and reserve any rights or remedies available to us.

This provision does not permit us to refuse a legitimate statutory consumer claim.

16. How to Request a Return

To request a return, please contact:

Elevate Sleep
Email: [ElevateSleep@gmail.com]

Please include:

Full name
Order number
Email address used for the order
Reason for requesting the return

If the product is damaged, faulty or incorrect, please also include a description of the problem and photographs or video where reasonably necessary to demonstrate the issue.

We will review your request and provide the appropriate next steps.

17. Consumer Rights

Nothing contained in this Returns & Refund Policy is intended to exclude, restrict, modify or waive any consumer protection, warranty, remedy or other right that cannot legally be excluded under South African law.

Where there is a conflict between this voluntary policy and a mandatory provision of applicable South African consumer legislation, the applicable legislation will prevail.