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Refund policy

 

Our Guarantee of Satisfaction:

Our aim is to provide complete customer satisfaction. If we supply the wrong product, or the product arrives in the mail damaged in some way, we will exchange it for the correct one, free of charge. Damage caused by a customer during the moulding process is not covered under our Refund Policy.

Refund Policy:

SnoreMeds Australasia offers a refund policy on Single Packs only. We will not accept returns of Double or Value Packs, for ANY reason. These packs are intended for existing customers, who have used our product for some time. Volume packs are intended to offer better value by offering additional mouthpieces at reduced cost. Our Refund Policy is based purely on hygiene reasons.

Our aim is to provide first-time customers who purchase a Single Pack with a 45-day timeframe in which to trial the product. From our extensive research and sleep clinic trials, we understand that some customers will take longer to become accustomed to sleeping with a mouthpiece than others. During sleep trials, some individuals noted a 'temporary level of discomfort' over the first few nights. We understand this and accept that it is unnatural sleeping with a mouthpiece. Most of those who noted 'discomfort' indicated this reduced over time, hence the 45-day refund time frame. However, our Refund Policy is not automatic. We reserve the right to review the mouthpiece and therefore require that a photo of the mouthpiece is emailed to us, before agreeing to a refund. This is to enable us to assess the degree of moulding achieved to ensure the mouthpiece is able to reduce or stop snoring. 

Under the Consumer Guarantee’s Act, damage cause by the purchaser during the moulding process is not considered cause for a refund or replacement. Customers who have immersed the mouthpiece in boiling water for indefinite periods (whilst minding kids or cooking dinner), resulting in a completely distorted/ destroyed mouthpiece, is not an acceptable reason for a refund. Medical Grade Thermoplastic in mouthpiece application is designed to be heated to the point that it is soft and pliable, enabling the mouthpiece to be moulded. Left unattended in boiling water, it will distort, whereby the breathe holes will close, rendering the mouthpiece useless to a snorer! If boiling water is poured directly onto a mouthpiece in a bowl, will damage the mouthpiece, rendering it impossible to mould effectively. Equally - allowing the family dog to play with a mouthpiece is also not a valid reason for a refund...

Once we have agreed to a refund, we require that the mouthpiece is returned to our address, at the owners cost, in original packaging. This is purely for ongoing Research and Development by our product specialists, as well as our personal hygiene when handling. 

Q - What are the time frames and limits for accepting a return?

A - Our customers have 45 days in which to trial their Single Pack.

Q - When does the time frame begin?

A - The 45-day trial period begins on the day the order is shipped to our customer.

Q - What condition should the product be in, for a full refund?

A - A mouthpiece must be returned in its original packaging, to our offices, listed on our website.

Q - Who is responsible for postage in returns and exchanges?

A - The customer is responsible for postage, when returning a product for a refund or credit.

Q - Are refunds automatic?

A- We do not automatically accept refunds. We are a business, trying to make money. However, we do honour our product and the value it offers to our customers. We require that a customer contacts us, to discuss the reason for the refund. We will require a photo of the mouthpiece, for us to evaluate the outcome of the moulding process and for us to determine the overall success of the moulding process, as we have no control over how this has been done. If a mouthpiece has not been moulded successfully, or it has been destroyed as we have indicated above, we may reject a refund. 

We will refund the purchase price of a SnoreMeds Single Pack, less the cost of postage ($7.80 within NZ and $18.71 to Australia).