Refund policy
To be eligible for a return, your item must be in the same condition that you received it: unworn or unused, with tags, and in its original packaging. You will also need to provide the receipt or proof of purchase.
Returns are subject to strict conditions due to health and hygiene regulations, international standards, and product-specific exemptions outlined below. Please carefully review the full policy before initiating any request, as most personal-use products and discounted items are excluded from refunds unless a verified fault is confirmed by our technical team.
Condition of the Returned Item: The item must be in its original condition, unaltered, and in its original packaging to be eligible for a return. Customers are responsible for ensuring proper packaging to prevent damage during return shipping.
Hygiene and Personal-Use Products: Products such as anti-snoring devices, mouthpieces, nasal devices, and pillows are classified as personal-use items. Once opened or used, these items are non-returnable due to hygiene regulations and the risk of contamination, unless a clear manufacturing defect is confirmed upon technical inspection.
Discounted, On Sale, and Reduced Items: Products purchased at discounted prices, during promotions, or with applied discount codes are not eligible for refunds under our money-back guarantee. However, if you believe your case qualifies under verified defect conditions, please reach out to our legal team at legal@snorelux.com.
Customer Responsibility: When returning an item, the customer is responsible for covering the shipping cost. Returns must be sent to our designated facility in Germany for inspection: Contact Us at support@snorelux.com or legal@snorelux.com
Please note: It is mandatory to email your tracking number to legal@snorelux.com once the item has been dispatched.
Inspection & Refund Timeline: Upon receipt, your item will be inspected by our technical team. If the fault is confirmed, a full refund or replacement will be issued based on your preference. Refunds will be processed via your original method of payment within 5-10 business days after approval.
Environmental Disposal Fee: All returns of Snorelux products are subject to a $15 environmental waste disposal fee due to health and safety handling.
Legal & Regulatory Compliance: Snorelux operates fully in compliance with Australian Consumer Law (ACL), ACCC guidelines, and international standards for hygiene-related products.
Key references for your understanding:
ACCC Consumer Rights & Guarantees: https://www.accc.gov.au/consumers/consumer-rights-guarantees
Product Returns & Refund Rights: https://www.accc.gov.au/consumers/problem-with-a-product-or-service-you-bought
Consumers are reminded that under Australian Consumer Law, change of mind, personal dissatisfaction, or poor fit are not valid reasons for a refund. Only confirmed defects as determined by our technical inspection will qualify.
European Union Right of Withdrawal: For orders shipped into the European Union, consumers generally have a 14-day right of withdrawal in accordance with Directive 2011/83/EU. This right does not apply to sealed goods which are not suitable for return due to health or hygiene reasons once the seal or packaging has been removed, including pillows and personal-use products.
Exceptions: In cases of verified product faults or shipping errors attributable to Snorelux, we will cover the return shipping costs. Verification will be carried out by our engineering team.
Important: Orders in transit cannot be cancelled. Refunds cannot be processed until the item has been received, inspected, and approved according to our policy. Where mandatory consumer protection laws apply in the customer’s country of residence (including the EU ), those laws take precedence over local Australian provisions. Return addresses are provided only after written approval. Any items sent without authorization or to a non-designated address will be refused.
If, after reading our full policy, you believe your case qualifies under these strict conditions, please contact our team for assistance.
Contact us at: support@snorelux.com