Refunds & Returns

At Wakey, we strive to ensure that you are 100% satisfied with your purchase. Every item is carefully inspected before being shipped. Customer satisfaction is a key part of our mission, which is reflected in our returns and refund policy. We are committed to providing high-quality sleep products. Due to our confidence in the quality of our products, we offer a 90-day money-back guarantee.

This guarantee is in addition to, and does not limit, any statutory consumer rights you may have, including any legal right of withdrawal or warranty rights in your country of residence.

WHERE CAN YOU CONTACT US?

Our customer support team is available and will respond within 24 hours. Contact us at:

Email: info@wakeysleep.com

To speed up the process, please clearly provide:

  • Order number
  • Issue or reason for return
  • A video or an image of the items in the order
  • Your email and name (used for the purchase)

Warning: Some companies may falsely claim to be Wakey or sell knockoffs of our products. If we cannot locate your order in our system, it is likely that the order was placed with a different provider.

HOW DO I RETURN A PRODUCT?

Our products come with a 90-day money-back guarantee.

If you're not satisfied with your items, you can return them for a full refund. Simply contact our support email and send us your order number, the reason you are returning the product, and include an image of the products you received showing they are not damaged, or a video showing the problem.

Once your return request is approved, you will receive an email with return shipping instructions.

For a return, the product must be:

  • In its original, undamaged packaging
  • In good condition, with no visible signs of heavy use
  • Clean and free of stains, odors, hair, dirt, or other debris

We do not offer free return shipping. Return shipping costs are covered by the customer.

We cannot process a refund for items that are still in transit. Please wait until the products arrive at your address and contact us then.

Important:

  • Return shipping costs are NOT covered by us (Wakey)
  • International and domestic return shipping costs are covered by the customer
  • Do not send the product back to the address on the packaging without consulting our team first
  • Use tracked shipping, as a tracking ID is required for refund processing

WHAT IF I RECEIVE A DAMAGED OR DEFECTIVE PRODUCT?

We are terribly sorry if your item arrives damaged, defective, or not working as expected. This is never the experience we want for any of our customers, and we will do everything we can to make it right as quickly and smoothly as possible for you.

Please contact us via email within 7 days of delivery with a short video or clear photos showing the issue, along with a brief description of what is happening.

Once we confirm the issue:

  • We will send you a brand new replacement immediately, completely free of charge.
  • You do not need to return the damaged or defective item to us. We want to make this as easy and stress-free as possible for you, so simply dispose of it however you prefer. No post office visits, no return shipping, no hassle on your end.

A quick note on video documentation:

A short video of the issue (showing the product in use and what is going wrong) helps our team confirm the problem quickly and may also help us troubleshoot a simple fix that could get you up and running even faster. Without a video, the process may be delayed as we may need to go back and forth to properly diagnose the issue. We truly appreciate your understanding on this, as it allows us to serve you (and all our customers) better.

To speed things up, please include in your email:

  • Subject: Damaged or defective product
  • Order number
  • Short description of the issue
  • A short video (preferred) or clear photos

Our team will respond within 24 to 48 hours to arrange your free replacement right away.

WHEN IS A REFUND NOT POSSIBLE?

  • If the order is marked as "delivered" with valid tracking information, but you cannot locate the package, contact the delivery service first
  • If the order was not delivered due to reasons within your control (e.g., incorrect shipping address)
  • If the product is heavily used, has visible damage, deep scratches, or signs of permanent use beyond normal daily usage
  • If the product has been altered or modified in any way

PERSONALIZED PRODUCTS AND GIFT CARDS

  • Gift cards are non-refundable
  • If we offer any customized products in the future, these items cannot be returned unless defective

HOW SOON WILL I RECEIVE MY REFUND?

Once we receive and inspect your returned items, we will notify you of the status. If the refund is approved, the amount will be credited to your original payment method within 5 to 7 business days.

For faster processing, we recommend including a tracking number for your return shipment.

LATE OR MISSING REFUNDS

If you have not received your refund yet, follow these steps:

  1. Check your bank account or contact your bank
  2. Contact your credit card provider, as processing may take some time
  3. If the issue is not resolved, email us at info@wakeysleep.com

YOU ENTERED THE WRONG ADDRESS WHEN ORDERING. WHAT NOW?

Ensure that your address is correct at checkout. Wakey is not responsible for lost or stolen packages delivered to an incorrect address. You may inquire about delivery with the courier service, and we will provide tracking details and delivery date to assist you further.

POLICY CHANGES

We reserve the right to modify this return policy at any time. Changes do not apply to orders already placed.

Thank you for choosing Wakey. We look forward to helping you sleep better.

HAVE QUESTIONS?

Email us at info@wakeysleep.com and we will be happy to assist you.