Shipping & Refund Policy

Shipping & Refund Policy (UK & EU)

Effective Date: January 2026

This Shipping & Refund Policy applies to all purchases made through the Sleeping Pills Direct UK website (sleepingpillsdirectuk.com) and the Sleeping Pills Direct UK mobile application (together, the “Platform”). This Policy forms part of, and must be read together with, our Terms & Conditions, Privacy Policy, and Complaints Procedure. In the event of any inconsistency, the Terms & Conditions shall prevail.

By placing an order, you confirm that you have read, understood, and agreed to this Policy.

1. Discreet Packaging

  • All orders are shipped in plain, unbranded padded envelopes
  • Packaging contains no reference to Sleeping Pills Direct UK or product details
  • This applies to all destinations without exception

2. Order Processing & Dispatch

  • Orders are dispatched within 24 working hours after payment confirmation
  • Orders are processed Monday to Friday, excluding UK public holidays
  • Dispatch confirmation is sent by email.

Order processing begins only after successful payment verification. We reserve the right to place orders on hold for additional verification where fraud prevention checks are triggered.

3. Delivery Estimates (Non-Guaranteed)

  • Estimated delivery timeframe: 2–7 working days worldwide from dispatch
  • Delivery estimates are indicative only and not guaranteed
  • Working days exclude weekends and public holidays in the UK, EU, and destination country

Delays do not constitute grounds for cancellation, refund, or chargeback unless expressly required by applicable consumer law.

4. Customs, Import Restrictions & Seizures

  • Customers are solely responsible for ensuring products comply with local import laws and customs regulations
  • Sleeping Pills Direct UK provides no guarantee that products will clear customs
  • Orders seized, delayed, destroyed, or returned by customs authorities are non-refundable and non-replaceable

By ordering, you expressly accept the risk of customs intervention.

5. Delivery Delays & Address Accuracy

We are not liable for delays or losses caused by:

  • Customs processing or inspections
  • Postal or courier service disruptions
  • Manufacturer or supplier delays
  • Public holidays
  • Incorrect, incomplete, or inaccurate delivery information provided by the customer

Orders delivered to the address supplied at checkout are deemed successfully delivered.

6. Orders Not Received / Lost Orders

  • An order is not classified as lost until 28 calendar days after dispatch
  • Customers must notify us within a reasonable time after this period
  • Investigations are conducted solely at our discretion
  • Please refer to our Complaints Procedure

Chargebacks or payment reversals initiated before completing this process will:

  • Void eligibility for refunds or replacements
  • Result in permanent account restriction or order refusal

7. Returns – Medicinal Products

Under UK and EU health, safety, and medicines regulations:

  • Medicinal products cannot be returned once dispatched
  • Returns are not accepted due to treatment changes, personal preference, or non-use

Customers must consult a qualified medical professional before placing an order.

8. Damaged, Faulty, or Incorrect Items

Refunds or replacements may be considered only if:

  • The item arrives damaged
  • The item is defective
  • An incorrect product was supplied

Customers must:

  • Contact us promptly via the Contact Us page
  • Provide photographic evidence upon request
  • Retain original packaging

All decisions are final and made in accordance with applicable UK and EU consumer law.

9. Refunds & Deductions

  • Approved refunds may be partial or full, at our discretion
  • We reserve the right to deduct administrative, shipping, or handling costs where legally permitted
  • Refunds are issued using the original payment method

Personal data used during this process is handled in accordance with our Privacy Policy.

10. Abuse, Fraud & Chargeback Prevention

We actively monitor for abuse, fraud, and policy misuse, including:

  • Unauthorised chargebacks
  • False non-delivery claims
  • Repeated refund requests

Where abuse is detected, we reserve the right to:

  • Refuse refunds or replacements
  • Suspend or terminate outstanding customer orders
  • Block future orders
  • Share information with payment processors and fraud prevention services

11. Governing Law

This Policy is governed by and construed in accordance with the laws of England and Wales, and applicable EU consumer protection legislation where relevant.

12. Contact

For shipping or refund enquiries, contact us via the Contact Us page. Our support team responds daily.

By using the Platform, you agree to this Shipping & Refund Policy in full.