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. 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.
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.
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.
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 the next day.
- 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 Hari Raya, Christmas, Chinese New Year, 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.
- 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.
Price: The prices for products available for purchase through the site will be displayed to you on the site. The prices displayed include the shipping cost and taxes. There are no hidden prices at checkout and all monetary transactions on the website take place in S$ (Singapore Dollars).
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.
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 voucher/promo code may be used per order.
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 for whatever reason you are not completely satisfied with your Sonno mattress, let us know by sending an email to firstname.lastname@example.org 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.
- To be eligible for a return, you must be a full-paying 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.
- 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 email@example.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.
- 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.
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.