Refund policy
Last updated: 15 September 2026
At The Sleep Spot, operated by eastMED Pharmacy, we want you to be confident when purchasing from us.
This policy explains our voluntary change-of-mind return policy, as well as how we handle faulty, damaged or incorrect products.
Nothing in this policy limits or excludes any rights or remedies you may have under the Consumer Guarantees Act 1993 (CGA), Fair Trading Act 1986, or other applicable New Zealand law.
1. 30-Day Change-of-Mind Returns
In addition to your statutory consumer rights, The Sleep Spot offers a 30-day change-of-mind return policy on eligible products.
You have 30 days from receiving your order to request a change-of-mind return.
To qualify, the product must:
- be unused and unopened;
- be in the same condition in which you received it;
- have its original packaging, seals and tags intact, where applicable;
- be in a condition suitable for resale; and
- be accompanied by proof of purchase.
Please contact us before returning a product so that we can confirm eligibility and provide return instructions.
Items returned without first contacting us may result in delays in processing your return.
2. Hygiene & Personal-Use Products
For hygiene and health reasons, opened or used CPAP masks, mask cushions, nasal pillows and other personal-use products are generally not eligible for change-of-mind returns or exchanges.
This restriction applies only to change-of-mind returns.
It does not affect your rights under the Consumer Guarantees Act 1993 if a product is faulty, damaged, incorrectly described, not fit for purpose, or otherwise fails to meet an applicable consumer guarantee.
Certain products may also be covered by a separate manufacturer money-back guarantee, including eligible ResMed products.
3. ResMed 30-Day Money-Back Guarantee
Eligible ResMed products may be covered by the ResMed 30-Day Money-Back Guarantee, subject to ResMed's current Terms & Conditions.
The guarantee applies to specified ResMed devices, selected accessories and eligible AirFit and AirTouch masks purchased from a ResMed Authorised Dealer.
If you are not completely satisfied with an eligible ResMed product, please contact us first so that we can provide support and discuss possible solutions.
To make a claim under the guarantee, ResMed's conditions include:
- the product must be an eligible product included in the ResMed 30-Day Money-Back Guarantee;
- you must contact us if you experience any issues so that we can provide support and possible solutions;
- all components must be returned to The Sleep Spot within 30 days of purchase (or, for eligible pre-order products, within 30 days of receiving the product);
- the product must be returned in its original packaging and in a resellable condition;
- there must be no damage resulting from improper use or contamination from cigarette, pipe, cigar or other smoke;
- proof of purchase is required; and
- you must be a ResMed SleepVantage member with a valid membership number.
The cost of returning a product under the ResMed 30-Day Money-Back Guarantee is the customer's responsibility.
Additional conditions apply to certain products, including AirMini devices, masks and accessories.
The guarantee is limited to one device and one mask refund per customer within a one-year period.
For the complete eligibility requirements, eligible product list, exclusions and conditions, please refer to:
ResMed 30-Day Money-Back Guarantee – Terms & Conditions
The ResMed 30-Day Money-Back Guarantee is a voluntary manufacturer offer and is separate from your rights under the Consumer Guarantees Act 1993. Nothing in this guarantee or our Refund & Returns Policy limits any rights or remedies you may have under applicable New Zealand consumer law.
These conditions reflect ResMed's current terms, including the original-packaging/resellable-condition requirement and SleepVantage membership requirement. The current programme is also limited to one device and one mask refund per customer within a one-year period.
4. Faulty Products & Consumer Guarantees
Products sold by The Sleep Spot come with guarantees that may apply under the Consumer Guarantees Act 1993.
These include requirements that products are of acceptable quality, fit for their intended purpose and match their description.
If you believe a product is faulty or does not meet an applicable consumer guarantee, please contact us as soon as reasonably possible.
Depending on the circumstances and nature of the problem, the appropriate remedy may include a repair, replacement, refund or other remedy in accordance with the Consumer Guarantees Act 1993.
Where a problem can be remedied and is not substantial, The Sleep Spot may choose the appropriate remedy as permitted by the CGA.
Where a failure is substantial, or where we fail to remedy an issue within a reasonable time where required to do so, you may have additional rights under the CGA.
Products being returned because of a potential fault do not need to meet the unopened or unused requirements that apply to change-of-mind returns.
We may need to inspect, test or arrange assessment of a product to determine the nature and cause of a reported fault before determining the appropriate remedy.
5. Damaged, Incorrect or Missing Products
Please inspect your order after delivery and contact us as soon as reasonably possible if:
- an item arrives damaged;
- you receive the wrong product;
- an item is missing from your order; or
- you believe there is another problem with your order.
We may ask you to provide photographs, packaging information or other reasonable information to help us assess what has happened and arrange the appropriate resolution.
If we have supplied an incorrect product, we will arrange an appropriate remedy and cover reasonable costs associated with correcting our error.
6. Exchanges
If you have changed your mind and would like to exchange an eligible product, please contact us before returning it.
Change-of-mind exchanges are subject to the same eligibility requirements as our 30-day change-of-mind return policy. The product must generally be unused, unopened and in its original packaging and resellable condition.
If the replacement product costs more than the original product, you will need to pay the difference. If it costs less, any applicable difference will be refunded.
Opened or used hygiene and personal-use products are generally not eligible for change-of-mind exchanges.
This does not affect your statutory rights where a product is faulty or otherwise fails to meet an applicable consumer guarantee.
7. Return Shipping Costs
For change-of-mind returns and exchanges, the customer is responsible for the cost and risk of returning the product to us unless we agree otherwise.
For returns made solely under the ResMed 30-Day Money-Back Guarantee, return shipping is also at the customer's expense in accordance with ResMed's Terms & Conditions. ResMed's current terms expressly provide for return to the authorised dealer at the customer's expense.
Where a product fails to comply with the Consumer Guarantees Act 1993, reasonable costs associated with returning the product may be recoverable in accordance with the CGA.
If returning a faulty product would involve significant cost or difficulty because of the size, nature or circumstances of the product, please contact us before arranging the return so that we can determine an appropriate return or collection method.
8. Refunds
Once we receive and inspect an eligible return, we will let you know the outcome.
For an approved change-of-mind return, your refund will generally be based on the amount you actually paid for the returned product.
Where you are legally entitled to a refund under the Consumer Guarantees Act 1993, the refund will be provided in accordance with your rights under that Act.
Approved refunds will normally be returned to your original payment method.
We aim to process approved refunds promptly. Once we have processed your refund, your bank, credit card provider or other payment provider may require additional time before the funds appear in your account.
If more than 15 business days have passed since we confirmed that your refund was processed, please contact us.
9. Promotional & Bundle Purchases
Where a product was purchased as part of a promotional offer or bundle, any approved change-of-mind return will be assessed based on the price actually paid and the terms of the promotion.
If only part of a bundle is returned, we may recalculate the promotional discount attributable to the items being kept and returned when determining the change-of-mind refund amount.
Where a promotion included a free product, gift or other benefit conditional on the original purchase, that item or benefit may also need to be returned or its value taken into account when determining a voluntary change-of-mind refund.
This section applies to voluntary change-of-mind returns and does not limit any rights or remedies available under the Consumer Guarantees Act 1993.
10. Sale & Clearance Items
Sale and promotional items may be returned under our 30-day change-of-mind policy provided they otherwise meet the eligibility requirements of this policy.
Items specifically identified as final sale or clearance may not be eligible for a voluntary change-of-mind return where this is clearly disclosed before purchase.
This does not affect your rights under the Consumer Guarantees Act 1993 where an item is faulty or otherwise fails to meet an applicable consumer guarantee.
11. How to Return a Product
Please contact us before sending a return:
Email: hello@thesleepspot.co.nz
Once your return has been confirmed, it can be returned in person or sent to:
eastMED Pharmacy (The Sleep Spot)
188 St Heliers Bay Road
St Heliers
Auckland 1071
New Zealand
Please package returned products securely to prevent damage during transit.
Where appropriate, we recommend:
- using a suitably sized box;
- using sufficient protective packaging to prevent movement;
- wrapping individual items separately where necessary; and
- using a tracked courier service.
For change-of-mind returns, you are responsible for ensuring that the product reaches us in the condition required under this policy.
Please retain your tracking information until your return has been processed.
12. Manufacturer Warranties
Many products sold by The Sleep Spot are also covered by manufacturer warranties.
Manufacturer warranties are provided in addition to any rights you may have under the Consumer Guarantees Act 1993.
The expiry of a manufacturer's warranty does not necessarily mean that your rights under the Consumer Guarantees Act have also ended. Consumer Protection specifically notes that businesses cannot limit CGA obligations to the terms or duration of a store or manufacturer's warranty.
If you believe there is a problem with a product, please contact us and we can assist with determining the appropriate next steps.
13. Order Cancellations
If you wish to cancel an order, please contact us as soon as possible.
If your order has not yet been accepted or dispatched, we may be able to cancel it and issue a refund.
Once an order has been dispatched, it may need to be handled as a return and the applicable provisions of this Refund & Returns Policy will apply.
We may also cancel an order in circumstances permitted under our Terms of Service, including where there has been a genuine pricing, product information or availability error.
If we cancel an order after payment has been received, we will refund the amount paid for the cancelled item or order to the original payment method.
Nothing in this section limits any rights you may have under applicable New Zealand law.
14. Contact Us
If you have any questions about a return, refund, exchange, warranty or faulty product, please contact:
The Sleep Spot
Operated by eastMED Pharmacy
188 St Heliers Bay Road
St Heliers
Auckland 1071
New Zealand
Email: hello@thesleepspot.co.nz