Cancellation, Returns, and Refunds Policy

Cancellation of Orders

You can cancel any order within four hours from the time of order or before the product has been shipped, whichever is later. You can cancel your orders by calling our customer care executives at 1800 313 8755. Once the cancellation request has been made from your end, it will take us a maximum of 1-2 business days to cancel your order.

After confirmation of the cancellation request, your entire order amount will be refunded to the bank account from which you made the order within 7 to 10 working days, contingent on the policy of your bank. You will be notified about the cancellation of your order via email. In case of orders paid by cash at the time of delivery, we will not provide refunds in cash; the refund amount will be transferred electronically to your bank account, details of which will be sought from you.

If your cancellation request is received after the product has been dispatched for delivery and prior to the delivery of the product, you must first receive the product from our shipping partner and then contact our customer service executives at 1800 313 8755 for pick-up. We will arrange for the products to be collected from you, either by us or by a third party. You have a legal obligation to take reasonable care of the cancelled products while they are in your possession. Neither the product nor its packaging shall be tampered with in any manner for it to be eligible for cancellation. If you fail to comply with this obligation, we have the right to reject your cancellation request and forfeit the payments already made to us.

We may at any time, at our sole discretion, cancel your order after informing you about our decision. In such an event, you may opt to replace the order with a new one after making any additional payment as applicable or request a refund of the amount to your bank account.

Returns, Replacement, and Refunds

Every product listed on the website has a different return period. Please check the product's respective return period before placing the order.

You are eligible for returns or replacements only if any of the following items are delivered to you:

• Items that are physically damaged or defective
• Items that do not match the specifications mentioned in the order

For all returns, please email our customer care executives at [email protected] along with your complete order details and issues. When initiating the return, you may request a refund of the entire amount paid or a replacement of the product with a new product of the same specifications or a different product. You will have to courier the shipment back to us at the following address:

Conditions for Returns

• Returns should be initiated within 7 days of delivery and relevant documents as proof of purchase should be provided.
• The tags and labels on the item should be intact and not tampered with.
• The product should be unwashed, unused, in undamaged condition, and not soiled, bed wetted, or exposed to any spillage.
• The product must be returned with the original packaging.
• We do not accept returns of any product not purchased from Peps Sleep Store, Peps website, or our certified vendors.

Please note, returns or exchanges are not acceptable for requests that do not meet the aforementioned criteria. Additionally, due to hygiene concerns associated with products such as mattresses, pillows, and sleep accessories, we reserve the right to reject cancellation or returns if these items have been used.

In the event you have requested a replacement, we will ship the new product to your address once we receive the shipment from your end. No extra shipment charges will apply for such delivery.

For replacements, you may only order an item of equivalent price or higher. Any applicable additional payments must be completed before shipping the new items.

The decision regarding cancellation of the order, refund, replacement, or change of product will be solely at our discretion. In case of any dispute, our decision will be binding on all, and no further dispute will be entertained.

In case of conflict between warranty terms and the cancellation, return, and refund policy, the warranty terms will prevail.

Refunds

Refunds are only applicable in genuine cases of defective product delivery. In such an event, please email our customer support executives at [email protected] with the order details, issue description, and photographs of the defective product. All defective products must be shipped back to us, and the refund will be processed only after appropriate verification. If any defect is determined to be caused by your actions or omissions, we will not refund the amount paid.

Payment gateway charges and any additional charges (if any) will be deducted from the refundable amount. Refunds will be made to the bank account from which the payment was processed. Shipping charges, if any, will not be refunded under any circumstances.

Out of Stock

We strive to ensure all products listed on the website are available for dispatch. However, if a product is unavailable, we will contact you to offer an option to exchange, delay, or cancel the order. Any refund under this provision shall be as per the policy.

Miscellaneous

We reserve the right to withdraw any product at our sole discretion.

While using a credit card, debit card, or other online transaction methods, you must use your own card or account or one you are authorized to use. We will not be liable for any credit card, debit card, or online payment fraud. The liability for fraudulent card usage is on you, and the onus to prove otherwise shall also be on you.

Any transportation costs incurred during the cancellation, return, or exchange process may be borne by you as required.