Terms and conditions

Please note — draft version. These terms are drawn up under Dutch consumer law (Books 6 and 7 of the Dutch Civil Code, including the distance selling provisions) but do not replace legal advice. Have the text reviewed by a lawyer before publication — in particular Article 8 on the exclusion of the right of withdrawal for custom-made goods — and complete the company details in Article 1. This English text is a translation; in case of any discrepancy the Dutch version prevails.

Article 1 — Identity of the trader

1. SleepLab Holland (“SleepLab”, “we” or “us”), [COMPANY NAME B.V.], established at [ADDRESS, POSTCODE, CITY], the Netherlands.
2. Chamber of Commerce number: [KVK NUMBER]. VAT identification number: [VAT NUMBER].
3. Email: info@sleeplabholland.com. Phone: [PHONE NUMBER], available on business days between [HOURS].
4. Our customer service responds to questions and complaints within one business day.

Article 2 — Definitions

1. Customer: the consumer or business entering into an agreement with SleepLab.
2. Consumer: a natural person not acting for purposes relating to their trade, business, craft or profession.
3. Product: the SleepLab One mattress with ergonomic face cutout, the fitted sheet with cutout, the ventilation pad and other items offered through the webshop.
4. Made-to-measure product: a product that is not supplied from stock but manufactured after the order according to the specifications chosen by the customer, including the size and the position of the face cutout.
5. Distance agreement: an agreement concluded solely through the webshop, without the simultaneous physical presence of the parties.

Article 3 — Applicability

1. These terms apply to every offer by SleepLab and to every agreement concluded between SleepLab and the customer.
2. The text of these terms is made available to the customer electronically before the agreement is concluded, so that it can be stored and consulted later.
3. Deviations from these terms apply only where agreed in writing.
4. If a provision is void or inapplicable, the remaining provisions stay in force and the provision concerned is replaced by one that stays as close as possible to its intent.

Article 4 — The offer

1. Every offer contains a complete and accurate description of the product so the customer can properly assess it. Images and schematic drawings on the website are a truthful representation, though minor differences in colour, texture and finish may occur.
2. The offer states clearly which rights and obligations acceptance entails, including that the SleepLab One mattress is a made-to-measure product for which the right of withdrawal is excluded (Article 8).
3. Every offer applies while materials last and for the duration of the stated promotional period. Obvious errors or typing mistakes in the offer do not bind SleepLab.

Article 5 — The agreement

1. The agreement is concluded when the customer accepts the offer by placing the order and completing payment.
2. SleepLab confirms receipt of the order by email without delay. Until that confirmation has been sent, the customer may dissolve the agreement.
3. SleepLab may verify whether the customer can meet their payment obligations and may refuse an order on reasoned grounds or attach additional conditions to it.

Article 6 — Prices and promotions

1. All prices are in euros and include VAT. Shipping within the Netherlands is free; separate conditions, communicated in advance, apply to delivery outside the Netherlands.
2. The promotional price of €599 for SleepLab One applies temporarily instead of the regular price of €799. The crossed-out price is the price SleepLab charges for the product outside the promotional period.
3. The fitted sheet with cutout (regular price €19,99) is free for a limited time with the purchase of a SleepLab One mattress. The promotion applies while stated on the website and covers one fitted sheet per mattress.
4. Prices may be adjusted, but not after the agreement has been concluded. A price increase after conclusion entitles the customer to dissolve the agreement.

Article 7 — Payment

1. Payment is made through the methods offered on the website: iDEAL, credit card (Visa and Mastercard) and PayPal.
2. The full amount is paid when the order is placed. Production of a made-to-measure product starts once payment has been received.
3. The customer must report inaccuracies in payment or address details to SleepLab without delay.

Article 8 — Exclusion of the right of withdrawal for made-to-measure goods

1. In a distance agreement the consumer in principle has a 14-day cooling-off period. That period does not apply to goods made to the consumer’s specifications that are not prefabricated (Article 6:230p under f, 1° of the Dutch Civil Code).
2. The SleepLab One mattress is a made-to-measure product: it is produced for the individual customer after the order, with the face cutout in the size the customer chooses. The right of withdrawal is therefore excluded and the mattress cannot be returned or exchanged because it does not suit the customer.
3. SleepLab points this out expressly before the agreement is concluded — on the product page, in the order confirmation and in the frequently asked questions. By placing the order the customer confirms having taken note of it.
4. SleepLab does not offer a trial sleeping period or a money-back guarantee.
5. The statutory 14-day right of withdrawal does apply to items in the range that are not made to measure — such as the ventilation pad — provided the item is unused and returned in its original, unopened packaging. For hygiene reasons an opened fitted sheet cannot be returned.
6. The exclusion of the right of withdrawal does not affect the consumer’s statutory rights in the event of a defective product (Articles 10 and 11).

Article 9 — Delivery and performance

1. SleepLab exercises the greatest possible care when receiving and carrying out orders.
2. The expected delivery time for the SleepLab One mattress is around 3 weeks after receipt of payment, because the product is manufactured to order. The customer receives a track & trace code once the order ships.
3. Stated delivery times are indicative. If delivery is unexpectedly delayed, SleepLab informs the customer as soon as possible. If the order has not been delivered within 30 days of the announced period, the consumer may dissolve the agreement free of charge and the amount paid is refunded within 14 days.
4. The place of delivery is the address the customer has provided to SleepLab. The risk of damage or loss passes to the customer upon delivery at that address.

Article 10 — Conformity and warranty

1. SleepLab warrants that the products conform to the agreement, to the specifications stated in the offer and to reasonable requirements of soundness and usability.
2. In addition to statutory conformity rights, SleepLab provides a [WARRANTY TERM]-year warranty against material and manufacturing defects on the SleepLab One mattress, counted from the date of delivery.
3. The warranty does not cover: normal wear, the slight body impression inherent to foam, discolouration from sunlight, damage from improper use, an unsuitable base, moisture, overloading, self-performed repairs, or failure to follow the care instructions.
4. The warranty on the cover and on other items applies for the statutory period and covers material and manufacturing defects.
5. A warranty claim requires proof of purchase.

Article 11 — Complaints

1. The customer inspects the product on receipt. Transport damage and immediately visible defects are reported within 14 days of delivery, with photos and the order number, through the contact form or by email.
2. Other defects are reported within a reasonable time after they are discovered.
3. SleepLab responds within 14 days with a substantive reply or, where further investigation is needed, with an indication of the expected time frame.
4. Where a complaint is justified, SleepLab repairs or replaces the product, or another suitable solution is agreed.
5. If the parties cannot reach agreement, the consumer may bring the dispute before the competent Dutch court or use the European ODR platform.

Article 12 — Health: the nature of the product

1. SleepLab One is a sleep product designed around the sleeping position of stomach sleepers and the complaints associated with it.
2. The product is not a medical device within the meaning of the European Medical Devices Regulation and does not replace diagnosis, treatment or advice from a doctor or therapist, including for conditions such as sleep apnoea.
3. Statements on the website about comfort, support and experienced relief are based on the design principle and on customer experiences, and do not constitute a medical promise or a guarantee of results.

Article 13 — Liability

1. SleepLab’s liability is limited to the amount the customer paid for the product concerned, unless the damage results from intent or gross negligence on the part of SleepLab.
2. SleepLab is not liable for indirect damage, including consequential loss and lost income.
3. These limitations do not apply where they would conflict with mandatory consumer law.

Article 14 — Personal data

1. SleepLab processes personal data solely to perform the agreement, to provide customer service and — with consent — to send messages about products and promotions.
2. Processing takes place in accordance with the General Data Protection Regulation (GDPR). Data are not shared with third parties other than those needed to perform the agreement, such as the carrier and the payment service provider.
3. The customer has the right to access, correct and erase their data and can contact us at info@sleeplabholland.com.

Article 15 — Intellectual property

1. The design of SleepLab One, including the shape and positioning of the ergonomic face cutout, and all texts, drawings, photographs and brand names on this website are the property of SleepLab or of the licensor entitled to them.
2. Use, reproduction or publication without prior written permission is not permitted.

Article 16 — Amendments to these terms

1. SleepLab may amend these terms. The version in force at the time the agreement was concluded always applies to that agreement.
2. The current version is published on this page, stating the version number and date.

Article 17 — Applicable law and disputes

1. Agreements between SleepLab and the customer are governed exclusively by Dutch law.
2. Disputes are brought before the competent court in the district where SleepLab is established, unless the law mandatorily designates another court.

Questions about these terms? Check the frequently asked questions first or contact us through the contact form.