Refund policy

We have a 100-day return policy.

This means if there is a defect with the product or a fundamental issue which means the mask cannot be used by you, you have 100 days after receiving your item to request a return.

After 100 days, if you have experienced no improvement in your sleep whatsoever, we offer a 100-day satisfaction guarantee, which means you can request to return the product after experiencing no improvement in your sleep quality after 100 days.

To be eligible for a return, your item must be complete and in good condition, in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at hello@shloof.co. Please note that returns will need to be sent to the following address:

Shloof / CGen Return
Unit C, Logistic City
Houndmills Road
Basingstoke
RG21 6XL

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at hello@shloof.co.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards, or perishable products including our range of teas, balms and supplements unless the packaging is damaged upon receipt of the goods.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@shloof.co

Shloof Returns & Exchanges Policy

We want you to feel confident about your purchase and experience the full benefits of Shloof’s professional-grade sleep solutions. If for any reason you are not satisfied with your purchase, our Returns & Exchanges Policy ensures a smooth and straightforward process.

100-Day Satisfaction Guarantee

At Shloof, we offer a 100-day satisfaction guarantee on all of our products. If you’re not completely satisfied with your purchase after 100 days, you can return it for a full refund or exchange.

Eligibility for Returns

To qualify for a return or exchange, the product must:

Be in good condition, with no signs of damage.
Include all original packaging, components, and accessories (e.g., travel pouches or care guides).
Be returned within 100 days of the delivery date.

How to Initiate a Return or Exchange

Contact Us: Email our customer support team at hello@shloof.co with your order details, including your order number and reason for return.
Receive Instructions: Our team will provide you with return instructions and a return shipping address.
Prepare Your Return: Package the item securely, including all original components and packaging.
Ship the Item: Send the package back to us using a trackable shipping method. Customers are responsible for return shipping costs unless the item is defective or incorrect.

Processing Time

Refunds will be processed within 7–10 business days after we receive and inspect your returned item.
Exchanges will be shipped out within 5–7 business days of receiving the returned product.

Damaged or Defective Products

If your product arrives damaged or defective, please contact us at hello@shloof.co within 7 days of delivery. We’ll provide a replacement or issue a full refund at no additional cost to you.