Terms & Conditions

Agreement: This website is operated by Sonno Singapore Pte. Ltd. (the “Company”). Throughout the site, the terms “we”, “us” and “our” refer to the Company. The Company, “Sonno”, offers this website, including all information, tools and services available from this site, to you, the user, conditioned upon your acceptance of all terms, conditions, policies and notices stated here. By visiting our site and/or purchasing something from us, you engage in our “Service” and agree to be bound by the following terms and conditions, including those additional terms and conditions and policies referenced herein and/or available by hyperlink. These Terms of Service apply to all users of the site, including, without limitation, users who are browsers, vendors, customers, merchants and/or contributors of content.

Communication: When you use sleepsonno.com or you send an email to Sonno, you are communicating with us electronically and therefore consent to receiving communications from us electronically. Sonno will be communicating with you by email or by posting notices on the website and/or social media channels and/or text messages / WhatsApp. You agree that all agreements, notices, disclosures and other communication that Sonno provides to you electronically satisfy any legal requirement that such communication be in writing.

Privacy policy: We have adopted a privacy policy that you should read in order to fully understand how we collect and use your information.

Copyrights: Images of people, products and places on this website are either property of Sonno or our licensor. Unless otherwise noted, all contents included on this website (graphics, logo, text, design, photographs, video, button icons, digital brochures, images) are the property of Sonno or its licensor, partners or affiliates and are protected by Singaporean and international copyright laws. Any unauthorized use of any content or materials on this site is strictly prohibited and may violate copyright and trademark laws, and/or the laws of privacy, publicity and/or communications regulations and statutes.

Promotions and promo codes: From time to time, Sonno may offer promo codes which may apply to any, or certain specified purchases made through our website. We are strictly not obligated to inform you of any upcoming promotions or promo code beyond the current or existing promotion or promo codes. Every promotion and promo code will be subject to specific terms & conditions specified at the time the promo code is issued (including and not limited to the duration of the promotion's or promo code's validity) in addition to those mentioned in these Terms.
If you have made a purchase on our website before a promotion is announced, Sonno is not liable to extend the same promotion to you in the interest of fairness to our other customers. We have several ways of notifying the public of our promotions or promo code – we may send you the details via email (if you have signed up for our marketing emails, or we may advertise the promotion or promo code on our Website via a banner or pop-up message, or we may announce it on our social media channels, or we may advertise the promotion or promo code in any or all of our official partner showrooms that are listed on our website.
We have the right to refuse you the use of any promotion or promo code once it is expired or fully redeemed. Depending on the promotion or promo code, a promo code may only be redeemed once for each customer. These codes may not be used in conjunction with any other discounts. Only one promotion/voucher/promo code may be used per order.

Free gifts & prizes: Any free gift and/or prize offered by Sonno in relation to our promotions, contests, goodwill, and any other official events may not be returned, replaced, or resold to Sonno for cash or credit value.

Sonno may choose to offer a free gift (for example a free pillow) with a mattress purchase or with any other item purchase with Sonno. If you decide to return the mattress within your 100-night trial period or any other item within their free trial period, the full retail value of the gift at the time of purchase will be deducted from your refund. Return of such gifts will not be allowed.

Licence: Any Sonno product, or any part of Sonno, may NOT be reproduced, duplicated, copied, sold, resold, visited or otherwise exploited for any commercial purpose without the express of our written consent. You may not frame or utilize framing techniques to enclose any trademark, logo or other proprietary information (including images, videos, text, page layout or form) of Sonno without express written consent. You may not misuse Sonno services.

General condition: We reserve the right to refuse service to anyone for any reason at any time. You understand that your content (not including credit card information) may be transferred unencrypted and involve transmissions over various networks and changes to conform and adapt to technical requirements of connecting networks or devices. Credit card information is always encrypted during transfer over networks. The headings used in this agreement are included for convenience only and will not limit or otherwise affect these Terms.

Netiquette: Guidelines for commenting on the Sonno Website / Facebook page / Instagram profile and all other social channels.

Please always treat other users and us as you would like to be treated yourself. This means:

Remember that you are speaking to other people and not to a computer
Remain objective and do not use words or language that may be considered offensive towards Sonno or other users
Respect the opinions of others
Respect Sonno business model and operating procedures

In order to preserve order to the pages, we reserve the right to remove comments/content/reviews from any part of the social pages/website.

Valid reasons for deleting a comment include:

The comment has been recognised as SPAM (the repeated posting of the same message or comments posted automatically)
The comment is written in a language other than English, Malays and Chinese and can therefore not be understood by us or our community
The comment is inappropriate or offensive or misleading or irrelevant towards Sonno or other users
The comment includes racist, sexist or other discriminatory statements
The comment encourages violence towards third parties (including institutions or companies)
The comment is seeking to distribute hate propaganda and/or pornography
The comment is being misused for advertising purposes
The comment violates the rights of third parties (particularly copyright rights)
The contribution contains negative comments on the behaviour or performance of Sonno employees and the employee can be identified by attribution.

Data protection is important to us: as such, we will remove any comments in which personal information, such as full names, telephone numbers, addresses or email addresses, is communicated. Please only send this personal information via email to support.sg@sleepsonno.com

Shipping & Delivery: Sonno delivers to entire Singapore for free via a third-party delivery service through an arm's length agreement. In purchasing our product, you agree to the delivery conditions as below;

You may select your preferred delivery date and time-slot as early as 2 working days.
The delivery date can be scheduled based on case-to-case basis with a minimum of 5 days of advance notice. The exact delivery time is subject to our third-party delivery partner's and cannot be scheduled.
The delivery time frame may be longer during peak sales seasons such as and not limited to Chinese New Year, Hari Raya, Christmas, and more due to the high demand received by our third-party delivery partner. We will try our best to deliver within our normal delivery time frame, however, as the deliveries are made by a third-party delivery partner, we do not take any responsibility for any late delivery cases during high sales seasons.
Purchases made on Sonno are shipped to customers for free within the above-mentioned delivery time frame.
Any additional costs to Sonno such as and not limited to on-demand delivery or return pick-up requests on a specific time and date will be charged to the customer in case of a return and deducted from the refund amount.
If you are not able to accept delivery, you must advise Sonno before a delivery is attempted.
If the delivery is scheduled and you are not at home during the determined time, we reserve the right to charge $50 as failed delivery fee.
Delivery dates and times are entirely subject to availability and scheduling by our third-party delivery partner, and not Sonno. Our third-party delivery partner will usually contact customers after their purchase to arrange the delivery but this is wholly subject to them, and not Sonno.
Sonno is not responsible for loss of items once delivered to the shipping address.

Price: The prices for products available for purchase through the site will be displayed to you on the site. All monetary transactions on the website take place in S$ (Singapore Dollars). Additional shipping and disposal cost may be charged depending on your location.

Payment: If you choose a direct payment gateway to complete your purchase, then Shopify stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted. All direct payment gateways adhere to the standards set by PCI-DSS, as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover. PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers. For more insight, you may also want to read Shopify’s Terms of Service or Privacy Statement.

Product availability: Sonno reserves the right without prior notice to discontinue or change specifications on products and services offered on this website without incurring any obligations. Sonno cannot guarantee product availability for all products at all times. Estimated back-in-stock dates are not guaranteed or confirmed. Customer purchases and orders are fulfilled on a first come, first served, basis.

Warranty: Your new Sonno mattress is covered by a 10-year limited warranty from the day of the delivery to your house. Please refer to our warranty section in order to fully understand the applied conditions.

Accuracy of information: Sonno attempts to be accurate as much as possible. However, we do not warrant that product description or any content of services are accurate, complete, reliable, current, updated or error-free. If a product offered by Sonno is not as described, your sole remedy is to return it in an unused condition. Sonno does its best to display product colours shown on its website as accurately as possible. However, because the colours you see depend on your monitor, we cannot guarantee that your monitor's display of any colour is accurate. We will not be held responsible for any discrepancy between the colour displayed and the actual perceived colour of the product itself.

Law: Any dispute or claim relating in any way to your use of Sonno services or to any product sold by Sonno through its website or different channels will be resolved by arbitration, rather than in court. Sonno and you agree that any dispute resolution proceedings will be conducted only on an individual basis and not in a class, consolidated or representative action.

100 nights trial period: Within 100 days of purchase, if you are not completely satisfied with your Sonno mattress (save for the Original XL sizes), let us know by sending an email to support.sg@sleepsonno.com and we'll arrange for your mattress to be picked up from your residence. Once we have collected it and assessed the mattress to our satisfaction, your total payment to Sonno Singapore Pte. Ltd. will be refunded. In purchasing our product, you agree to the trial conditions as below:

To be eligible for a return, you must be a Sonno customer and have been sleeping on your mattress for at least 25 days. It takes 3-4 weeks for your body to adjust to a new mattress, as such, we require you to try the mattress for at least 25 days before making a return request.
You must be able to show an invoice for a new mattress purchased elsewhere as replacement for the Sonno mattress that you would be returning. Failing so, you will not be eligible for a return.
If the mattress was not purchased from Sonno Singapore Pte. Ltd., it is not eligible for a return or a refund.
To make a return request, send an email with your order number and reason for returning to support.sg@sleepsonno.com.
To complete your return request, we require a receipt or proof of purchase and for you to be available for the scheduled pickup time.
If you are not reachable or do not respond to our attempts to contact you with regards to your return request after the 100 nights trial period, you are no longer eligible for a return.
The 100-night trial is limited to one per household and cannot be used to exchange a mattress for another size. You are not eligible for a return if you have ordered the wrong size, want to change the size, upgrade or downgrade your mattress.
If at least one of a particular product type is returned from an initial order, that customer or shipping address will not be eligible for additional trial periods on subsequent orders of that particular product (e.g. if you return a Sonno mattress, you will not be eligible for the applicable trial period on future Sonno Original or Sonno Lite orders). This applies to all new orders from the same customer or delivery address. Customers may be identified by customer name, delivery address, phone number, email address, or other means.
If we have grounds to believe that you are returning the mattress for reasons other than because you're genuinely dissatisfied with the product we reserve the right to refuse to accept the return, not give you a refund and reserve the right to refuse to sell our products to you in the future.
If you are not at home at the moment that the pick-up is scheduled and our third party courier has to reschedule another visit, we will charge $100 as a compensation fee which will be deducted promptly from the refund amount.
If the mattress has been damaged or stained, you will not be granted a return or refund. The returned mattress must be in good condition, even though it will not be resold.
The mattress must be wrapped up securely using its original plastic (or any other plastic that can serve the same purpose) in order to avoid the product from getting dirty or damaged during transportation. Failing this, Sonno will charge $100 as a compensation fee (for cleaning and repairs purposes) which will be deducted promptly from the refund amount.
Pick up address must be the same as delivery address and return is only valid in territories where Sonno sells and ships.
If you pre-order a product due to an out-of-stock at the moment of the purchase, the 100 days count will start from shipping date.
The retail price of any free gifts that comes along with the purchase will be deducted from the refund and will not be allowed to be returned to Sonno.

30 nights trial and returns for pillows: We offer a 30-night trial for all of our pillows. This means you can try the pillow for a full 30 nights in your own home before deciding if you're happy with your purchase. The trial period starts on the purchase date.

If you are not fully satisfied with your pillow within the 30-night trial period, you may contact us to arrange the return. Kindly send an email at support.sg@sleepsonno.com.
To be eligible for a return we request that you first try your new pillow for at least 7 days before submitting a return request, as it can take some time for you to adjust to a new pillow.
Pillows must be returned wrapped in the original plastic or any suitable plastic that can protect it from dirt and damages.
Return shipping costs must be borne by the customer.
A full refund will be issued once the returned pillow has been received and assessed to be in a reasonably good condition, without any damages or stains, otherwise, refunds or exchanges may not be granted. Although returned or used pillows are never resold or re-sent to customers, we donate our returned pillows to local charities, therefore, they must be in good condition.
A valid proof of purchase (such as your order confirmation email) is required for all return or exchange requests.
Any products delivered outside Singapore are not eligible for returns.
You will not be eligible for a return if you ordered the wrong size or you want to change the size.
Our 30-night trial is limited to a one-time return or exchange of up to one (1) pillow per customer / household. If you order a new pillow after having returned pillows before, the 30-night trial will not apply on your next pillow order / exchanged pillow. This applies to all new orders from the same customer or delivery address. Customers may be identified by customer name, delivery address, phone number, email address, or other means.

30 nights trial and returns for Sonno duvet insert: We offer a 30-night trial for all of our Sonno duvet. This means you can try the Sonno duvet insert for a full 30 nights in your own home before deciding if you're happy with your purchase. The trial period starts on the purchase date of your duvet.

If you are not fully satisfied with your duvet within the 30-night trial period, you may contact us to arrange the return. Kindly send an email at support.sg@sleepsonno.com.
To be eligible for a return we request that you first try your new duvet for at least 7 days before submitting a return request.
Duvet must be returned wrapped in the original PVC carry bag to protect it from dirt and damages.
For all products purchased from the 1st of September 2022 onwards, return shipping costs must be borne by the customer.
A full refund will be issued once the returned duvet has been received and assessed to be in a reasonably good condition, without any damages or stains, otherwise, refunds or exchanges may not be granted. Although returned or used duvets are never resold or re-sent to customers, we donate our returned duvets to local charities, therefore, they must be in good condition.
A valid proof of purchase (such as your order confirmation email) is required for all return or exchange requests.
Any products delivered outside Singapore are not eligible for returns.
You will not be eligible for a return if you ordered the wrong size or you want to change the size.
Our 30-night trial is limited to a one-time return or exchange of up to one (1) duvets per customer / household. If you order a new duvet after having returned the duvet before, the 30-night trial will not apply on your next duvet order / exchanged duvet. This applies to all new orders from the same customer or delivery address. Customers may be identified by customer name, delivery address, phone number, email address, or other means.

Return policy for Sonno Bolster: We offer an easy 30-night return policy for our Sonno Bolster. This means you can receive your bolster at home and you can feel them before deciding if you're happy with your purchase. The trial period starts on Purchase Date.

If you are not fully satisfied with your Sonno Bolster within 30 nights, you may contact us to arrange the return. Kindly send an email at support.sg@sleepsonno.com.
To be eligible for a return you must be a paying customer (full or in instalments). To complete your return, please retain a copy of your receipt, confirmation email, and order number, as proof of purchase.
Our 30-night return is limited to a one-time return or exchange of up to one (1) bolster per customer / household. If you order a new bolster, the 30-night return policy will not apply on your next order. This applies to all new orders from the same customer or delivery address. Customers may be identified by customer name, delivery address, phone number, email address, or other means.
You will not be eligible for a return if you ordered the wrong size.
Bolster must be returned in the original packaging (inside the box and sealed in plastic), unused, unpacked, without stains or damage, or odour.
For all products purchased from the 1st of September 2022 onwards, return shipping costs must be borne by the customer.
A full refund will be issued once the returned goods have been received and assessed to be in a reasonably good condition, without any damages or stains, otherwise, refunds or exchanges may not be granted
Any products outside Singapore are not eligible for returns.

Return policy for Sonno Huggy Blanket: We offer an easy 30-night return policy for our Huggy Blanket. This means you can receive your Sonno Huggy Blanket at home and you can feel it before deciding if you're happy with your purchase. The return period starts on your purchase date.

If you are not fully satisfied with your Sonno Huggy Blanket within 30 nights, you may contact us to arrange the return. Kindly send an email at support.sg@sleepsonno.com.
To be eligible for a return you must be a paying customer (full or in instalments). To complete your return, please retain a copy of your receipt, confirmation email, and order number, as proof of purchase.
Our 30-night return is limited to a one-time return or exchange of up to one (1) Huggy Blanket per customer / household. If you order a new blanket, the 30-night return policy will not apply on your next order. This applies to all new orders from the same customer or delivery address. Customers may be identified by customer name, delivery address, phone number, email address, or other means.
You will not be eligible for a return if you ordered the wrong size/colour or if you want to change the size/colour.
The blanket must be returned in the original packaging, unwashed, unironed, unused without stains or damage, or odour.
For all products purchased from the 1st of September 2022 onwards, return shipping costs must be borne by the customer.
A full refund will be issued once the returned goods have been received and assessed to be in a reasonably good condition, without any damages or stains, otherwise, refunds or exchanges may not be granted.
Any products outside Singapore are not eligible for returns.

Return policy for Sonno Mattress Topper: We offer a 30-night trial for all of our Sonno Mattress Toppers. This means you can try the mattress topper for a full 30 nights in your own home before deciding if you're happy with your purchase. The trial period starts on the Purchase Date.

If you are not fully satisfied with your Sonno Mattress Topper within the 30-night trial period, you may contact us to arrange the return. Kindly send an email at support.sg@sleepsonno.com to start the return process.
To be eligible for a return we only request that you first try your new mattress topper for at least 7 days before submitting a return request, as it can take some time for you to adjust to a new mattress topper.
Sonno Mattress Toppers must be returned wrapped in the original plastic or any suitable plastic that can protect it from dirt and damages.
Our 30-night trial is limited to a one-time return or exchange of up to one (1) mattress topper per customer / household. If you order a new mattress topper, the 30-night trial will not apply on your next mattress topper order / exchanged mattress topper. This applies to all new orders from the same customer or delivery address. Customers may be identified by customer name, delivery address, phone number, email address, or other means.
You will not be eligible for a return if you ordered the wrong size or you want to change the size.
Return shipping costs must be borne by the customer.
A full refund will be issued once the returned mattress topper has been received and assessed to be in a reasonably good condition, without any damages or stains, otherwise, refunds or exchanges may not be granted. Although returned or used mattress toppers are never resold or re-sent to customers, we donate our returned mattress toppers to local charities, therefore, they must be in good condition.
A valid proof of purchase (such as your order confirmation email) is required for all return or exchange requests.
Any products outside Singapore are not eligible for returns.

Return policy for Sonno Signature Bed Frame: We offer an easy 30-night return policy for our bed frame. This means you can receive your Sonno Signature Bed Frame at home and you can try it before deciding if you're happy with your purchase. The return period starts on your purchase date.

If you are not fully satisfied with your Sonno Signature Bed Frame within 30 nights, you may contact us to arrange the return. Kindly send an email at support.sg@sleepsonno.com.
To be eligible for a return you must be a paying customer (full or in instalments). To complete your return, please retain a copy of your receipt, confirmation email, and order number, as proof of purchase.
Our 30-night return is limited to a one-time return or exchange of up to one (1) bed frame per customer / household. If you order a new set, the 30-night return policy will not apply on your next order. This applies to all new orders from the same customer or delivery address. Customers may be identified by customer name, delivery address, phone number, email address, or other means.
You will not be eligible for a return if you ordered the wrong size or if you want to change the size.
Return shipping costs must be borne by the customer.
An administration fee of S$50 will be charged for the return processing.
The bed frame must be returned in the original packaging, with all tools, assembly instructions and components. If there are any missing parts, we have the rights to refuse the refund payment.
Any products outside Singapore are not eligible for returns.
The product must be returned in same condition, without stains, marks, spots and any other cosmetic issue.
A full refund will be issued once the returned goods have been received safely at our warehouse and assessed to be in a reasonably good condition, without any damages or stains, otherwise, refunds or exchanges may not be granted. If the refund will be rejected, you will be entitled to collect the bed frame back from the warehouse at the same address mentioned above.

Return policy for Sonno Baby Mattress: We offer a 30-night trial for all of our Sonno Baby Mattress. This means you can try it for a full 30 nights in your own home before deciding if you're happy with your purchase. The trial period starts on purchase date.

If you are not fully satisfied with your Sonno Baby Mattress within the 30-night trial period, you may contact us to arrange the return. Kindly send an email at support.sg@sleepsonno.com to start the return process.
To be eligible for a return we only request that you first try your new Baby Mattress for at least 7 days before submitting a return request.
The Sonno Baby Mattress must be returned wrapped in the original plastic, to protect it from dirt and damages during transportation.
You will not be eligible for a return if you ordered the wrong size or if you want to change the size.
Return shipping costs must be borne by the customer.
A full refund will be issued once the returned baby mattress has been received and assessed to be in a reasonably good condition, without any damages or stains, otherwise, refunds or exchanges may not be granted. Although returned or used mattress are never resold or re-sent to customers, we donate our returned mattress to local charities, therefore, they must be in good condition.
A valid proof of purchase (such as your order confirmation email) is required for all return or exchange requests.
Any products delivered outside Singapore are not eligible for returns.
You will not be eligible for a return if you ordered the wrong size or you want to change the size.
Our 30-night trial is limited to a one-time return or exchange of up to one (1) baby mattress per customer / household. If you order a new mattress, the 30-night trial will not apply on your next order / exchanged baby mattress . This applies to all new orders from the same customer or delivery address. Customers may be identified by customer name, delivery address, phone number, email address, or other means.

Cancellations: If you cancel your order before the Sonno product is delivered, we will charge a 4% transaction fee. All cancellations will be paid within 30 working days.

Refunds: We will refund your money after we have received the mattress back at one of our warehouses or associated charities. The refund will be sent back to the card or the account that you have used to purchase it.

We reserve the right to update and revise these terms at any time.

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