Delivery, Refunds & Complaints Policy
Delivery, Refunds & Complaints
This policy sets out how UK Sleep Well handles the delivery of your orders, our approach to refunds and returns, and the process for raising a complaint. It applies to all purchases made through our website at www.uksleepwell.com.
This policy should be read alongside our Terms & Conditions and Privacy Policy. In the event of any conflict between documents, our Terms & Conditions take precedence.
PART A – DELIVERY
1. Discreet Packaging
We understand that privacy matters. All orders are dispatched in plain, unbranded padded envelopes with no external markings that identify UK Sleep Well, the nature of the contents, or the product type. This applies to every order, without exception.
2. Order Processing & Dispatch
Once your payment has been successfully verified, your order will typically be dispatched within 24 working hours. Orders are processed Monday to Friday, excluding UK public holidays.
You will receive a dispatch confirmation by email once your order has been shipped.
We reserve the right to delay or place a hold on orders where additional fraud verification is required.
3. Estimated Delivery Times
Estimated delivery is 2–7 working days from dispatch. These timescales are indicative only and are not guaranteed. Working days exclude weekends and public holidays in the UK, the EU, and the destination country.
Delivery delays do not automatically entitle you to a cancellation or refund, except where required by applicable consumer law.
4. Customs & Import Responsibility
It is your responsibility to ensure that any products you order comply with the import laws and regulations of your country. We do not guarantee that products will clear customs, and we are not liable for any orders that are seized, delayed, destroyed, or returned by customs or border authorities.
By placing an order, you accept full responsibility for any customs-related risks or costs.
5. Delivery Delays & Address Accuracy
UK Sleep Well is not liable for delivery delays or failures arising from:
• Customs inspections or processing
• Courier or postal service disruptions
• Public holidays
• Incorrect or incomplete delivery addresses provided at checkout
Orders delivered to the address submitted at checkout are considered successfully fulfilled.
6. Lost or Undelivered Orders
An order is not considered lost until 28 calendar days have elapsed since the date of dispatch. If you believe your order has not arrived, please contact us after this period has passed.
Investigations are conducted at our discretion and in accordance with our Complaints Procedure set out in Part C below.
If you initiate a chargeback or payment dispute before completing our internal resolution process, you will forfeit eligibility for any refund or replacement, and your account may be suspended.
PART B – RETURNS & REFUNDS
7. Returns – Medicinal Products
In accordance with UK and EU health and safety regulations, medicinal products cannot be returned once dispatched. Returns are not accepted on grounds of change of mind, changes to your treatment plan, or non-use.
We strongly recommend consulting a qualified healthcare professional before placing your order.
8. Damaged, Faulty, or Incorrect Items
If your order arrives damaged, is found to be defective, or contains an incorrect item, we may offer a refund or replacement. To submit a claim, you must:
• Contact us promptly via info@uksleepwell.com or through our website.
• Provide photographic evidence if requested.
• Retain all original packaging until the matter is resolved.
All claims are assessed in accordance with applicable UK and EU consumer protection law.
9. Refunds
Approved refunds may be issued in full or in part depending on the circumstances of your claim. Where permitted by law, we may deduct shipping, handling, or administrative costs.
Refunds will be returned using the same payment method used for the original transaction.
10. Fraud Prevention & Misuse
We actively monitor for misuse of our refund and returns process, including unauthorised chargebacks, false non-delivery claims, and patterns of suspicious refund requests.
Where misuse is identified, we reserve the right to refuse refunds or replacements, cancel or suspend your account, and share relevant information with payment processors and fraud prevention agencies.
PART C – COMPLAINTS
11. Our Commitment
UK Sleep Well is committed to delivering a high standard of service. We take all complaints seriously and use them to drive continuous improvement. If something has gone wrong, we want to hear from you.
12. What This Procedure Covers
This procedure applies to concerns relating to:
• The quality of service you have received
• The conduct of our team or any affiliated healthcare professional
• Issues with your order, including incorrect items, damage, or defects
• Concerns about the accuracy or suitability of information on our website
If you experience adverse side effects from any medication, seek medical advice immediately. Once you are safe to do so, please notify us so that we can update your records.
13. How to Submit a Complaint
Please contact us using the details below and include the following information:
• Your full name and order number
• A clear description of the issue
• Any supporting evidence (e.g. photographs of damaged items)
• Your preferred outcome (e.g. refund, replacement, explanation, or investigation)
Contact us at:
• Email: info@uksleepwell.com
• Phone: +44 (0)20 3951 4117
• Address: 167-169 Great Portland Street, 5th Floor, London, W1W 5PF
14. How We Handle Complaints
Stage 1 – Acknowledgement
We will acknowledge receipt of your complaint within 2 working days. Our team will carry out an initial review and resolve straightforward issues as quickly as possible.
Stage 2 – Investigation
Where further investigation is required, your complaint will be referred to the relevant team. During this stage, we may:
• Review your order history and any previous communications
• Liaise with courier services or payment providers as appropriate
• Assess any supporting evidence you have provided
Stage 3 – Resolution
We aim to provide a full written response within 15 working days of receiving your complaint. If additional time is required due to the complexity of the matter, we will keep you informed.
Our final response will include a summary of our findings, the outcome of the investigation, and details of any action taken or proposed.
15. Possible Outcomes
Medicinal Products
Due to health and safety regulations, medicinal products cannot be returned. However, if an item is confirmed as incorrect or defective:
• You will not be required to return it.
• You may be asked to safely dispose of the medication via a local pharmacy.
• In some cases, confirmation of disposal may be required.
• Once confirmed, we will arrange a refund or replacement as appropriate.
Non-Medicinal Complaints
For complaints relating to service quality, delivery delays (excluding customs-related delays), or administrative errors, we may offer a full or partial refund, account credit, or a goodwill gesture where appropriate.
16. Governing Law
This policy is governed by the laws of England and Wales, alongside applicable EU consumer protection legislation where relevant.