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+27 83 225 1415

sleepwell GENERAL CONDITIONS


The general conditions below apply to all orders and deliveries of products/services from « Sleepwell, 31 De Lorentz Street, Gardens, CAPE TOWN, 8001
The purchasing of products (as defined below) is subject to the following terms and conditions. By ordering a product, you accept these conditions without limitation or qualification. If you order products on behalf of a company, business or organisation, you represent and warrant that you are an authorised representative of this organisation, with the right to agree to the conditions, and agreeing to be bound by these terms name of this organisation.

For any question about the conditions, please write to us at This email address is being protected from spambots. You need JavaScript enabled to view it.

1. PRIVACY

We have implemented a privacy policy, to which we refer, so you can understand how we collect and use your data. You acknowledge that you have read and understood the privacy policy.

2. Important Notice

2.1. These Terms and Conditions apply to users who are consumers for purposes of the Consumer Protection Act, 68 of 2008 (the “CPA”).

2.2. These Terms and Conditions contain provisions that appear in similar text and style to this clause and which –

2.2.1. may limit the risk or liability of Sleepwell; and/or
2.2.2. may create risk or liability for the user; and/or
2.2.3. may compel the user to indemnify Sleepwell; and/or
2.2.4. serve as an acknowledgement, by the user, of a fact.

2.3. Your attention is drawn to these Terms and Conditions because they are important and should be carefully noted.

2.4. If there is any provision in these Terms and Conditions that you do not understand, it is your responsibility to ask Sleepwell to explain it to you before you accept the Terms and Conditions or continue using the Website.

2.5. Nothing in these Terms and Conditions is intended or must be understood to unlawfully restrict, limit or avoid any right or obligation, as the case may be, created for either you or Sleepwell in terms of the CPA.

2.6. Sleepwell permits the use of this Website subject to the Terms and Conditions. By using this Website in any way, you shall be deemed to have accepted all the Terms and Conditions unconditionally. You must not use this Website if you do not agree to the Terms and Conditions.

3. ACCOUNTS, REGISTRATION AND PASSWORDS

To facilitate future purchases on this website, you can create an account by entering an e-mail address and a password and other personal information. Kindly note that you can order items without first creating an account. When you create an account, you acknowledge that the data you provide to « Sleepwell » is accurate. Your account is personal, and by sharing with a third party you take sole responsibility for all activities that involve your personal data.

You are responsible for informing us immediately in the event of a breach and/or suspected breach of personal data confidentiality, at This email address is being protected from spambots. You need JavaScript enabled to view it..

4. PRODUCT INFORMATION

Although we have taken all appropriate measures to describe as accurately as possible the products and their characteristics (such as colour, patterns and textures, etc.) through the photos or other content present on the site, what you see on your computer screen or other devices cannot be an exact representation of the product you will receive. As a result, the pictures are not contractually binding upon « Sleepwell ». However, this clause does not limit your rights under statutory warranty claims.

If you have any questions about the products, their composition, size or other matters, we strongly encourage you to contact us before ordering at: This email address is being protected from spambots. You need JavaScript enabled to view it..

5. ORDERS AND AVAILABILITY

To be able to order a product, you must be aged 18 or over, or act with the consent of your parents or other legal representatives.

You can order by clicking on the products you wish to buy, then following the instructions on the screen. You place your order by clicking "cart". Then, on the payment page, you must complete the required information and confirm the purchase by clicking on the relevant button.

After placing an order, we will send you an e-mail with a purchase order in which we confirm that we have received your order. Please note that this does not mean that your order has been accepted. Your order constitutes an offer to purchase a product. All orders are subject to our acceptance. We are not obliged to accept your order, and we may refuse to accept an order at our discretion. You acknowledge that you agree to pay by clicking the product « order » button. If we accept your order, we will confirm this proposal by sending you an e-mail, confirming that the product will be dispatched. The contract between you and us with respect to the product(s) ordered will only be concluded when we send you the Dispatch Confirmation. Once the contract is received, we are obliged by law to deliver the goods corresponding to the contract. 

We cannot guarantee the availability of stock. When goods are no longer available after placing an order, Sleepwell will notify you and you will be entitled to a refund of the amount paid by you for such goods.
Sleepwell’s obligation to deliver a product to you is fulfilled when we deliver the product to the physical address nominated by you for delivery of the order.

The contract will only cover the product (s) shown in the order confirmation. We do not store the contract text after conclusion. You can print and save the contract information included in the dispatch confirmation.

6. PRICE AND PAYMENT

The price of products that can be purchased on the site is displayed on the page. Prices include all taxes and delivery costs. However, if you are late in accepting your delivery, delivery costs may be added to the total, due to the need to store the product(s).

Prices and express delivery costs (if any) are subject to change at any time. However, the changes do not affect orders for which we have already sent you an order confirmation.

Payment for all orders is by credit or debit card on the payment page. We accept payment by most credit and debit cards, including Visa, MasterCard, EFT, which are displayed at the payment stage.

The site currently uses third parties to process payments. Please note that online payment validation checks may be performed by your card issuer and we take no responsibility if your card issuer refuses to authorise payment for any reason. Please note that transactions may generate additional charges due to your card issuer. We take no responsibility for these additional charges.

All amounts are expressly presented in South African Rand.

7. OWNERSHIP AND COPYRIGHT

The contents of the Website, including any material, information, data, software, icons, text, graphics, lay-outs, images, sound clips, advertisements, video clips, trade names, logos, trade-marks, designs and service marks which are displayed on or incorporated in this Website (“Website Content”) are protected by law, including but not limited to copyright and trade mark law. The Website Content is the property of Sleepwell its advertisers and/or sponsors and/or is licensed to Sleepwell.

You will not acquire any right, title or interest in or to the Website or the Website Content.

Any use, distribution or reproduction of the Website Content is prohibited unless expressly authorised in terms of these Terms and Conditions or otherwise provided for in law. To obtain permissions for the commercial use of any Website Content contact us.

Where any of the Website Content has been licensed to Sleepwell or belongs to any third party, your rights of use will also be subject to any terms and conditions which that licensor or third party imposes from time to time and you agree to comply with such third party terms and conditions.

8. PROMOTIONAL CODES

When appropriate, « Sleepwell » may offer promotional codes on a variety of products that may be used when making a purchase on our site, while stocks last and subject to availability and other restrictions set by « Sleepwell ». Only promotional codes provided by « Sleepwell » are allowed and are valid. They are not transferable and may only be used once; their validity is determined by « Sleepwell ». Promotional codes cannot be combined; customers can use only one promotional code per order. « Sleepwell » is not responsible for lost, stolen or damaged codes. Promotional codes cannot be exchanged against money or a financial equivalent. The monetary value of a promotional code will not be refunded or credited, if all or part of the product(s) are returned. The codes are invalid if they are reproduced, transferred, sold, expired or voided for any other reason.

9. DELIVERY

After placing an order on our website, and if the order is accepted, the items will be delivered to the address specified by you as the « delivery address ». Delivery will take place on the date stated in the dispatch confirmation message, barring the occurrence of exceptional circumstances.

If the delivery address is located in an isolated or particularly remote area, the time and date of delivery could be delayed; should this be the case, we would inform you of the situation promptly.

Deliveries are normally made by lorry from Monday to Friday, except during public holidays, and usually between 8 am and 7 pm. The exact delivery time cannot be specified; however we will endeavour to specify a time slot. Please bear in mind that the courier will have to ask the person taking delivery of the goods to sign a form acknowledging receipt.

Deliveries are made to the purchaser’s home or other specified addresses. In some cases, delivery may include unwrapping and/or placement of the products, however this cannot be guaranteed. Before placing an order for a mattress, please check that the dimensions are such that it will fit through the doors, corridors and stairwells if necessary.

If you place an order for a mattress, you can request to have your old mattress removed. Please note that the mattresses we remove are recycled and consequently cannot be returned to you at a later date should you change your mind.

Sleepwell’s obligation to deliver a product to you is fulfilled when we deliver the product to the physical address nominated by you for delivery of the order. Sleepwell is not responsible for any loss or unauthorised use of a product, after it has delivered the product to the physical address nominated by you.

10. RETURNS

Should your Sleepwell mattress not suit your needs, in accordance with the 100-night trial offer, we will take it back at no extra cost, provided you inform us of your decision during the period set out in the offer (after a minimum 14-day trial period) or failing that, during your right of withdrawal period.  The mattress will be inspected at the time of return. It must be in good condition, i.e. without stains, tears or other damage that would render it unusable. The trial offer only applies to mattresses; therefore no other item may be returned and/or exchanged. For other items, only unused goods can be exchanged. Generally, a non-compliant product must be identified upon receipt or, at the latest, in the hours following receipt. Moreover, please note that Sleepwell is under no circumstances liable for the choice of the wrong dimension. Only the dimensions offered on the website are available.

We will set a date and time for collection, taking into account the type of product being returned as well as your availability. You must be available at the scheduled date and time. We reserve the right to charge you any costs incurred by us if you do not keep the appointment.

Kindly note that, should you want to return your mattress, under no circumstances can we return your old mattress after removing it.

REMOVAL OF YOUR USED MATTRESS

If you buy a Sleepwell mattress and would like us to remove your old one, please select that option when you place your order. We'll make sure your mattress is recycled or delivered to a shelter or NGO. 

Removal of your old mattress will take place when we deliver your new mattress. Should you wish to dispose of the mattress yourself, we recommend you opt for an environmentally-friendly method of disposal.

11. RISK AND OWNERSHIP

You are responsible for the ordered products from the delivery date onwards. The ownership of the ordered products is also transferred to you when we have received all amounts due in relation to the/product (s), including delivery charges.

12. FORCE MAJEURE

Sleepwell shall not be liable for any delay in performing any of its obligations under these Terms of Use if such delay is caused by circumstances beyond the reasonable control of Sleepwell and Sleepwell shall be entitled to a reasonable extension of time for the performance of such obligations.

13. YOUR RIGHT OF WITHDRAWAL

Your right of withdrawal may be exercised as outlined below:

REVOCATION
For mattresses, you are entitled to a 100-night trial period starting on the delivery date. In case of revocation, no justification is required. To exercise your right, you must send an e-mail to This email address is being protected from spambots. You need JavaScript enabled to view it.  clearly explaining your decision to revoke the contract.

EFFECTS OF REVOCATION
Only the cost of the mattress is refunded in full.
Any charges for delivery and removal of an old mattress (provided these were not offered free of charge) or bank fees are not refunded.
The refund will be made as soon as the mattress has been collected (but no later than 3 business days afterwards) via the same payment method that you used when purchasing.

14. DEFECTIVE PRODUCTS

Upon delivery of a product, please inspect it immediately. Upon signing the acknowledgment of receipt by you or the authorised third party, the goods are deemed to be in conformity with your order, and in perfect condition with no noticeable defects. Hidden defects must be reported  by email to This email address is being protected from spambots. You need JavaScript enabled to view it. as soon as they appear but not later than 10 days thereafter.

15. PRODUCT WARRANTY

Our mattresses are guaranteed for 10 years, and our duvets, pillows and toppers are guaranteed for 12 months (see warranty conditions below) from the date of delivery.

The warranty extends only to the original purchaser of the product and cannot be transferred to a third party.

MATTRESSES

The warranty covers all material or labour-based defects, as well as any damage that may occur as a result of normal use during the first 24 months following purchase. From the 3rd year, warranty coverage decreases by 1/8 each year. In the event of full product replacement, the current catalogue price will be applied. The warranty right can be exercised from the date of delivery.

EXCLUSION
Normal softening can result from the regular use of the mattress and is therefore not covered by the warranty. A poor choice of firmness during the purchasing process isn't covered by the warranty. Similarly, the following are not covered by the warranty: normal wear of the mattress (sinking of more than 15% of the height of the mattress is considered abnormal), inappropriate treatment and use, damage due to transport or other damages such as stains, creases, torn handles, defective zips and slight shade variations. Damage to mattresses resulting from the use of inappropriate or worn bed bases are not covered by the warranty. Only clean items can be returned. With regards to slatted bed bases, the space between the slats should not exceed 60 mm and the use of a protective pad between the mattress and slatted base is strongly advised. When the mattress rests on a two-part slatted base, the slats should be mounted on a suspension and should not create a hard point in the centre. It should be noted that our mattresses are made from sensitive natural materials which can therefore present slight variations in length or width. A 2 cm margin either way is allowed.

TOPPERS

Are solely covered for the defects caused by a manufacturing error or the non-conformity with the ordered product.

EXCLUSION
All other claims are excluded from the warranty – in particular those due to an incorrect washing procedure and/or failure to follow washing recommendations.

COMPLAINTS

Complaints should be addressed exclusively in writing to This email address is being protected from spambots. You need JavaScript enabled to view it. as soon as the defect occurs and/or is noticed, without delay. « Sleepwell » reserves the right to use different ticking if the original ticking becomes unavailable. Any repairs made to a defective or damaged mattress may under no circumstances enable the extension of the initial term of the warranty.

CHARGES

In all the aforementioned cases, assembly and transport charges are payable by the customer.

16. DISCLAIMER

16.1. The use of the Website is entirely at your own risk and you assume full responsibility for any risk or loss resulting from use of the Website or reliance on any information on the Website.

16.2. Whilst Sleepwell takes reasonable measures to ensure that the content of the Website is accurate and complete, Sleepwell makes no representations or warranties, whether express or implied, as to the quality, timeliness, operation, integrity, availability or functionality of the Website or as to the accuracy, completeness or reliability of any information on the Website. If any such representations or warranties are made by Sleepwell’s representatives, Sleepwell shall not be bound thereby.

16.3. Sleepwell disclaims liability for any damage, loss or expenses, whether direct, indirect or consequential in nature, arising out of or in connection with your access to or use of the Website and/or any content therein unless otherwise provided by law.

16.4. Although Goods sold from the Website may, under certain specifically defined circumstances, be under warranty, the Website itself and all information provided on the Website is provided “as is” without warranty of any kind, either express or implied, including, but not limited to, the implied warranties of merchantability, fitness for a particular purpose, completeness, or non-infringement, as may be allowed in law.

16.5. Any views or statements made or expressed on the Website are not necessarily the views of Sleepwell, its directors, employees and/or agents.

16.6. In addition to the disclaimers contained elsewhere in these Terms and Conditions, Sleepwell also makes no warranty or representation, whether express or implied, that the information or files available on the Website are free of viruses, spyware, malware, trojans, destructive materials or any other data or code which is able to corrupt, destroy, compromise, disrupt, disable, harm, jeopardise or otherwise impede in any manner the operation, stability, security functionality or content of your computer system, computer network, hardware or software in any way. You accept all risk associated with the existence of such viruses, destructive materials or any other data or code which is able to corrupt, compromise, jeopardise, disrupt, disable, harm or otherwise impede in any manner the operation or content of a computer system, computer network, any handset or mobile device, or your hardware or software, save where such risks arise due to the gross negligence or wilful misconduct of Sleepwell its employees, agents or authorised representatives. Sleepwell thus disclaims all liability for any damage, loss or liability of any nature whatsoever arising out of or in in connection with your access to or use of the Website.

17. Limitation of liability

Sleepwell cannot be held liable for any inaccurate information published on the Website and/or any incorrect prices displayed on the Website, save where such liability arises from the gross negligence or wilful misconduct of Sleepwell, its employees, agents or authorised representatives. You are encouraged to contact us to report any possible malfunctions or errors..

SLEEPWELL SHALL NOT BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL OR CONSEQUENTIAL LOSS OR DAMAGES WHICH MIGHT ARISE FROM YOUR USE OF, OR RELIANCE UPON, THE WEBSITE OR THE CONTENT CONTAINED IN THE WEBSITE; OR YOUR INABILITY TO USE THE WEBSITE, AND/OR UNLAWFUL ACTIVITY ON THE WEBSITE AND/OR ANY LINKED THIRD PARTY WEBSITE.

YOU HEREBY INDEMNIFY SLEEPWELL AGAINST ANY LOSS, CLAIM OR DAMAGE WHICH MAY BE SUFFERED BY YOURSELF OR ANY THIRD PARTY ARISING IN ANY WAY FROM YOUR USE OF THIS WEBSITE AND/OR ANY LINKED THIRD PARTY WEBSITE.

18. ELECTRONIC COMMUNICATIONS

When you visit our site or communicate with us electronically, you agree to receive electronic messages.

19. CONTENT THAT YOU SUPPLY TO SLEEPWELL

By leaving a comment on the site, you permit « Sleepwell » to use it without restriction or charge, including for promotion and marketing of our products. Only your first name will be published, and all other personal data will be deleted in order to preserve your anonymity. « Sleepwell » reserves the right to abridge your comments.

20. CHANGES TO THESE CONDITIONS

These conditions are subject to change without prior notice, with no impact on the contractual obligations.

21. ENTIRETY OF THE AGREEMENT

These conditions, and any document into which they are incorporated, constitute the entire agreement between you and « Sleepwell ». Only the contracting parties are bound by this agreement.

22. PLACE OF JURISDICTION

The Law of the Republic of South Africa apply to these terms and conditions.

The place of jurisdiction is Cape Town, South Africa and the parties consent to the non-exclusive jurisdiction of the Western Cape High Court.

23. CONTACT

All enquiries should be sent to: This email address is being protected from spambots. You need JavaScript enabled to view it..

24.Terms of Services

pdfDownload terms of services