Returns and Refund Policy

Our Returns and Refund Policy

Thank you for shopping with us. If you are not entirely satisfied with your purchase, we're here to help. Feel free to contact us if you have any further questions. We offer Free UK Returns.

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1. Eligibility Conditions

Time Frame: You have 30 calendar days to return an item from the date you received it. Our 24-Month Extended Warranty may apply to subscribed customers who are still subscribed at the time of their claim.

Product Condition: To be eligible for a return, your item must be unused, in the same condition you received it, and in its original packaging.

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2. Process Details

Initiating a Return: To return an item, please email our customer service team with your order number and details about the product you would like to return. We will provide instructions on how to send the item back. Items sent back without first requesting a return will not be accepted.

Required Documentation: You must include a copy of your receipt or proof of purchase with your return.

Return Address: Lachnut House, Wrotham Road, Meopham, Gravesend, Kent DA13 0RF, United Kingdom.

International Customers: Shipping times may vary depending on your location.

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3. Refund Processing

Refund Method: Once we receive your item, we will inspect it and notify you of the status of your refund. If approved, your refund will be issued to your original payment method.

Refund Approval: We will notify you once your return has been inspected and approved. If more than 15 business days have passed since your refund was approved, please contact us at help@sanggolcomfort.com.

Processing Time: Refund timelines vary depending on your payment provider.

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4. Shipping Costs

Free UK Returns: We offer free return shipping for customers within the United Kingdom.

International Returns: International customers are welcome to return their items; however, return shipping costs are the customer’s responsibility. Import duties and taxes paid at checkout or on delivery are non-refundable.

General Shipping Cost Rules: Shipping costs are non-refundable. If you receive a refund, any applicable return shipping costs may be deducted unless otherwise stated.

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5. Exclusions and Exceptions

Non-returnable Items: Perishable goods, personalised items, and intimate/sanitary products cannot be returned.

Damaged or Used Items: Items that have been used, damaged, altered, or returned without original packaging may not be eligible for a refund.

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6. Non-Eligible Returns / Deductions

Late or Improper Returns: Items returned outside the 30-day window, or in a non-original or used condition, may not qualify for a full refund. In such cases, we reserve the right to deduct handling, repackaging, or return shipping costs from the final refund.

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7. Exchanges

Exchange Availability: We do not currently offer exchanges. To receive an alternative product, please return your item and make a new purchase once the return is accepted.

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8. Warranty Information

Warranty: Our 24-Month Extended Warranty may apply to subscribed customers who remain subscribed at the time of claim. Full details are available on our warranty page.

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9. Contact Information

If you have any questions about how to return your item, please contact us using the details provided on our contact page.

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10. Policy Changes

We reserve the right to modify this Returns and Refund Policy at any time. Updates take effect immediately upon posting to our website.

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11. European Union 3-Day Cooling-Off Period

Customers receiving deliveries within the European Union have the right to cancel or return their order within 3 days for any reason. Items must be unused, in original packaging, and accompanied by proof of purchase.

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Unclaimed, Refused or Undeliverable Orders

If an order is refused, unclaimed, undeliverable due to an incorrect or incomplete address, or not collected from the delivery office or customs, the parcel will normally be returned to our fulfilment facility by the carrier.

When this occurs, we will:

• Hold the returned parcel for 30 days from the date it is received.
• Wait for the customer to contact us with their preferred resolution (refund or reshipment).

If no contact is made within 30 days, the parcel will be considered abandoned and no refund will be issued.

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Refunds for Returned, Unclaimed or Undeliverable Parcels

Refunds are not issued automatically. They are processed only upon customer request.

When a refund is issued, the following deductions will apply:

1. Original Shipping Cost

   • This includes orders shipped with a “Free Shipping” promotion.
   • The actual outbound shipping cost paid by us will be deducted.

2. Return Shipping Fees

   • Any return shipping or carrier return fees billed to us will be deducted.

3. Restocking / Processing Fee

   This fee covers handling, inspection, repacking, storage, and non-refunded payment processing fees.

   • Pillowcases & small accessories: 10% of the item value
   • Pillows & larger items: 15% of the item value

The remaining balance will be refunded to the original payment method.

If the carrier’s return fee exceeds the value of the goods, the parcel may be abandoned. In such cases, no refund will be issued because the items are not returned to us.

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Reshipping Returned Parcels

If you would like a returned parcel to be reshipped:

• A new shipping fee must be paid before dispatch.
• The request must be made within 30 days of the parcel returning to us.

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Duties, Taxes and Import Charges

Any duties, taxes, import charges, or administrative fees collected by a courier or customs authority are non-refundable, as these are not charged or controlled by Sanggol®.

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Customer Responsibilities

Customers are responsible for:

• Providing a complete and accurate delivery address.
• Monitoring tracking updates.
• Responding promptly to courier or customs notifications.
• Ensuring timely collection of their parcel.

Sanggol® is not liable for losses arising from non-collection, refusal, customs delays, or address errors provided at checkout.