Refund policy

At RemZzzs®, our goal is to help you sleep comfortably from night one. Because our liners are hygiene-sensitive, single-use products worn directly on the face, we follow strict safety and quality-control standards.

Exchanges are our primary solution.

Refunds are limited and issued only in exceptional circumstances approved by management.

General Rules (Applies to All Customers)

Returns or exchanges are accepted only if:

·       The product is completely unopened

·       The original shrink-wrap seal is intact

·       The request is made within 30 days of delivery

Non-Returnable Items

We cannot accept returns or refunds for:

·       Opened or used boxes

·       Product with broken or removed shrink-wrap

·       Partially used product

·       Product delivered more than 30 days ago

·    Product accumulated due to an unmodified subscription, therapy gaps, or reduced usage

·       Preference-based dissatisfaction once opened

Once a box is opened, the entire stack of liners is considered exposed and cannot be returned.

Returns Apply Only to the Most Recent Shipment

Only unopened product from the most recent delivery is eligible for return.

Product shipped more than 30 days prior to the request for return or exchange, or excess inventory resulting from skipped pauses, therapy gaps, or reduced usage, is not eligible.

Subscription Inventory Management

Subscription management is the customer’s responsibility.

Refunds or exchanges are not issued for excess inventory caused by skipped shipments, pauses, therapy gaps, or reduced usage.

Subscriptions may be adjusted at any time by logging into the customer account.

Photos Required Before Any Return or Exchange

Photos are required to verify product condition and prevent carrier disputes.

Return labels are issued only after review.

Replacement Timing & Inspection

In certain situations, a replacement may be issued prior to receipt and inspection of returned merchandise to avoid delays in therapy. All replacements issued before inspection remain subject to verification. If returned items do not meet the eligibility requirements outlined in this policy, RemZzzs® reserves the right to bill the original payment method for the replacement provided.

Fit Issues or Incorrect Orders

·       Unopened: Eligible for exchange

·       Opened (first-time customers): One-time courtesy replacement may apply at the sole discretion of RemZzzs®

·       Opened (returning customers): Not eligible

Wrong Item Sent by RemZzzs®

If we ship the wrong item, we will replace it at no cost.
We will request photos to verify the mis-shipped item for documentation purposes.
If the incorrect item is fully factory sealed and unopened, we will provide a prepaid return label.  If opened, the customer may dispose of the product.

If a shipment is lost in transit or arrives damaged, RemZzzs® will replace the affected items and handle the carrier claim.

Photos may be required for damaged shipments.

If tracking indicates a package has been delivered but the customer cannot locate it, customers may be asked to wait up to 48 hours, as carriers sometimes mark packages delivered before final delivery.

If the shipment is confirmed lost in transit, a replacement will be issued.

Replacement eligibility may be limited in cases involving repeated delivery issues, unsecured delivery environments, or delivery locations outside the carrier’s control.

One-Time Courtesy Replacement (Shipping & Delivery Issues)

In certain limited circumstances, a one-time courtesy replacement may be offered as a customer service gesture.

Courtesy replacements are not guaranteed and are subject to the following conditions:

·       Applies to shipping or delivery issues only

·       Limited to one occurrence per customer

·       Intended to resolve isolated incidents, not ongoing delivery challenges

·       Does not establish precedent or entitlement to future replacements

Repeated delivery issues, address errors, or unsecured delivery environments may limit eligibility for additional replacements.

All courtesy replacements are documented and reviewed to ensure consistency and fairness.

Product Defects

If you believe your product may be defective, please contact Customer Care.

To review a potential defect, we require:

·       Clear photos of the product and packaging

·       The batch or lot number, if visible

·       A brief description of the issue

All products reported as defective must be returned for inspection and compliance logging.

A prepaid return label will be provided.

To avoid delays in therapy, a replacement may be issued prior to inspection.

If the returned product is confirmed defective, the replacement is fully covered.

If the product is not deemed defective after inspection, the replacement will be billed to the original payment method.

Claims that cannot be verified or products that are not returned are not eligible for replacement.

“I Tried It and Didn’t Like It”

Opened boxes are not eligible for refund or return.

Bereavement Returns

Unopened boxes from the last 90 days may be returned.

Older inventory may be reviewed on a case-by-case basis.

Refunds are not guaranteed and verification may be requested.

Missing or Non-Restockable Boxes

If returned quantities do not match the number approved for return or product arrives non-restockable, account adjustments may apply.

Limits

One return or exchange meeting the eligibility requirements per customer every 365 days.

Repeated requests may be declined.

We understand that timely replacements and clear communication matter—especially when RemZzzs® liners are part of your nightly sleep therapy. Below is an overview of how returns, exchanges, and refunds are processed, and what you can expect at each step.

Returns, Exchanges  & Refunds: What to Expect

Step 1: Returning Your Product

Once your return is approved and shipped back to us, it must be received at our returns processing facility before it can be reviewed.

Please note:
Carrier delivery confirmation does not mean your return has been reviewed or approved.

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Step 2: Review & Approval

After your return is received, the product is reviewed to confirm it meets our Return & Exchange eligibility requirements, including that it is unopened and shrink-wrap intact.

This review process typically takes several business days and may take longer during high-volume periods or holidays.

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Exchanges: Replacement Shipments

Because RemZzzs® liners are used as part of ongoing sleep therapy, we work to avoid disruptions whenever possible.

For many approved exchanges, a replacement shipment is sent before the returned items are fully reviewed. This helps ensure you are not without liners while the return is being processed.

All exchanges remain subject to verification under our Return & Exchange Policy. If returned items do not meet eligibility requirements, follow-up may be required.

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Refunds

Refunds are issued only after returned items are received and approved following review.

Once a refund is issued, it is processed through the original payment method used at checkout.

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When Will My Refund Appear?

After a refund is issued, your payment provider or bank may take additional time to post the funds to your account.

In most cases, refunds appear within 3–10 business days, though timing may vary based on your financial institution and payment method.

Customer Care can confirm when a refund has been issued but cannot control bank or payment-provider posting times.

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Our Commitment

We are committed to fair, consistent solutions that protect hygiene standards, product integrity, and long-term customer comfort.

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Customer Care:

877-473-6999

customercare@remzzzs.com