General 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 our website 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 by text messages/WhatsApp. You agree that all agreements, notices, disclosures and other communications 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 the 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 Singapore and international copyright laws. Any unauthorised 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 codes 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 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. During promotional periods, Sonno may choose to offer free gifts (for example, a free pillow) with a mattress purchase. If you decide to return the mattress within your trial period, free gifts must also be returned. If free gifts are not returned, the full retail value of the gift at the time of purchase will be deducted from your refund.

License: 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 our written consent. You may not frame or utilise 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 the 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 / TikTok 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's business model and operating procedures 

In order to preserve order on the pages, we reserve the right to remove comments/content/reviews from any part of the page/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 and Malay 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. 

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: Please refer to our warranty page in order to fully understand the applied conditions. 

Accuracy of information: Sonno attempts to be as accurate as possible. However, we do not warrant that product descriptions 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.

These Terms & Conditions shall be governed by and construed in accordance with the laws of Singapore. Any dispute arising out of or in connection with these terms shall be resolved by arbitration in Singapore under the Singapore International Arbitration Centre (SIAC) Rules.

Shipping & Delivery

Sonno delivers to 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:

• Estimated delivery time is 2 to 7 working days, subject to third-party courier availability.
• The delivery date can not be scheduled.
• Purchases made on Sonno are shipped to customers for free within the above-mentioned delivery time frame.
• Delivery dates and times are entirely subject to availability and scheduling by our third-party delivery partner, and not Sonno.
• Sonno is not responsible for the loss of items once delivered to the shipping address.

Price & Payments

Price: The prices displayed include shipping costs and taxes. There are no hidden fees at checkout, and all monetary transactions on the website take place in ($) Singapore Dollars.

Payments: 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.

Signature Mattresses Trial Policy

We offer a trial period on all our signature mattresses:

• 100-night trial for the Sonno Lite mattress or Sonno Original mattress
• 200-night trial for the Sonno Luxe Hybrid mattress

If you're not completely satisfied, simply contact us at support.sg@sleepsonno.com and we’ll be happy to assist.

Trial Terms & Conditions:

• To be eligible for a return, you must have slept on the mattress for at least 25 nights, as it typically takes 3–4 weeks for your body to adjust to a new mattress.
• Return shipping fees are the customer’s responsibility. We’re happy to help coordinate the return
• Upon receiving and inspecting the returned mattress, we’ll process a refund to your original payment method, less a $50 restocking fee.
• Mattresses not purchased directly from Sonno are not eligible for trial-based returns or refunds.
• If we’re unable to reach you or receive your returned mattress after the trial period ends, the return may no longer be accepted.
• The trial is limited to one mattress per household and applies only to your first mattress purchase.
• Subsequent purchases (including repeat orders of the same model) will not qualify for the trial.
• Exchanges for a different size, model, or version are not permitted under the trial.
• Mattresses must be returned in good condition, free from damage or stains.
• Kindly wrap the mattress securely in its original plastic (or a similar protective wrap) to prevent damage during transit. If not, a $100 cleaning/restoration fee may be deducted from your refund.

The trial does not apply to:

• Custom orders
• "Opt-out” purchases (where the trial is declined)
• Incorrect size/model selections

If we find that the return is not based on genuine dissatisfaction, we reserve the right to reject the return and/or refuse future orders.

If the mattress was pre-ordered, the trial period begins from the shipping date.

Other Mattress Solutions Trial Policy

We also offer a 30-night trial on the following products:

• Sonno Mattress Topper
• Sonno Foldable Mattress
• Sonno Baby Mattress

Trial Terms & Conditions:

• The product must be returned in good condition, free of stains or damage.
• Please use the original plastic or another secure wrap to protect the product during return shipping.
• Return shipping costs are borne by the customer; however, our team can help arrange the return if needed.
• A S$20 restocking fee will be deducted from your refund.
• Only products purchased directly from Sonno are eligible.
• Each household is eligible for a one-time trial per product type.
• Trial-based exchanges (e.g. for a different size or type) are not allowed.
• Products returned after the trial period or without prior notice may not be eligible.
• If we suspect misuse of the trial policy, we reserve the right to decline the return and/or future purchases.
• For pre-orders, the trial begins from the shipping date.

The trial does not apply to:

• Custom orders
• “Opt-out” purchases (where the trial is declined)
• Incorrect size/model selections

Bedding trial period

We want you to sleep easily, which is why we offer a 30-night trial on all Sonno bedding products:

• Pillow
• Bolster
• Bed Sheets
• Duvet Insert
• Mattress Protector
• Pillowcase
• Huggy Blanket.

Trial Terms & Conditions:

• Contact us at support.sg@sleepsonno.com within 30 nights of your purchase if you’re not satisfied.
• Items must be returned in clean, undamaged condition, and wrapped in the original or suitable plastic packaging.
• Return shipping costs are to be covered by the customer. Our team is happy to help arrange the process.
• $20 restocking fee applies to all bedding returns.
• A valid proof of purchase is required.
• Products delivered outside of Singapore are not eligible for returns.
• We are unable to process returns based on incorrect size or preference changes. 

Our 30-night trial is limited to a one-time return or exchange of up to one product per customer/household. 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.

Bed Frame Trial Period

The Sonno Signature Bed Frame is not eligible for trial or change-of-mind returns. However, if your bed frame is delivered damaged or defective, please contact us within 7 days of delivery. We’ll gladly arrange for a replacement or refund, in line with our warranty policy.

Cancellations & Refunds

Cancellations: If you cancel your order before the Sonno product has been fulfilled, a 5% transaction fee will apply. Once the order is out for delivery or has been fulfilled but not yet delivered, cancellations are no longer allowed. Refunds, if applicable, will be processed within 30 working days.

Refunds: We will refund your money after we have received the product back at one of our warehouses or associated charities. The refund will be sent to the card or in the account that you have used to purchase it. The refund will be paid within 30 working days. 

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