Thank you for choosing SINOMAX. These Terms and Conditions apply exclusively to orders placed via our official UK online store for delivery within the United Kingdom. Please note that all products sold on our UK store are made-to-order; production commences only after an order has been confirmed and paid for. Consequently, all items are classified as bespoke goods.
1. Payment and Dispatch
Full payment must be made at the time of placing your order. We will only begin processing and dispatch your order upon receipt of full payment.
2. Applicable Products and Delivery Method
This delivery service applies solely to mattresses, pillows, and toppers purchased from the official SINOMAX UK online store. All items are dispatched via air courier directly to your provided address, covering all mainland UK locations.
3. Estimated Delivery Time
Once your order is confirmed and payment is complete, delivery to your specified UK address is generally expected within 14 working days. Please note this is an estimate; actual delivery times may be affected by international flight schedules, customs inspections, incorrect information provided by the customer, or local courier arrangements.
4. Delivery Fees and Surcharges
- The required shipping fee is displayed at checkout and includes one delivery attempt.
- A "Remote Area Surcharge" may be applied by the courier company for addresses in remote locations. For a list of applicable postcodes, please click here.
- This surcharge is the customer's responsibility. Deliveries to remote areas may also experience longer transit times. If you have any concerns, we recommend you contact our customer service team before placing your order.
- Additional charges, based on the courier's actual rates, may apply under the following circumstances and are payable by the customer:
o A second delivery attempt is required due to a failed first attempt (e.g., recipient was not available, incorrect address provided).
o Extra costs incurred due to special delivery conditions (e.g., access to high floors without a lift, difficult-to-access properties).
o A change of delivery address is requested (see Section 5).
o The customer will be notified of any additional charges not displayed at the time of order. These charges must be paid by the customer before the delivery can be completed.
5. Provision of Correct Delivery Information
Customers are responsible for providing a complete and accurate delivery address in English, including the correct postcode and a valid UK contact telephone number. Any additional costs or liabilities arising from delays or failed deliveries due to incorrect customer information will be the customer's responsibility. If you need to change the delivery address, you must contact our customer service team within two working days of placing the order. No changes will be accepted after this period.
6. Delivery Arrangement and Receipt
- The courier will deliver your items to the address provided. The standard service is a delivery to the ground floor entrance of the building only. The courier is not obliged to carry items up any stairs or into your property.
- If no one is available to receive the delivery, the courier may attempt a re-delivery. Please pay close attention to any notifications or delivery cards from the courier.
- Any additional charges incurred for re-delivery due to customer unavailability will be the customer's responsibility.
7. Receipt and Inspection of Goods
- The transit of your product is managed entirely by a third-party courier. SINOMAX is responsible for ensuring the product is in good condition before it leaves our facility but cannot be held liable for any damage that may occur during international transit.
- Upon receiving your goods, if you notice any damage to the product, please take photographic evidence immediately. You must report the issue to our customer service team, providing your order number and clear photos of the damage, within three working days of receipt. If no report is made within this timeframe, the goods will be deemed to have been delivered in good condition.
- All orders delivered to the UK are sold without any warranty or repair service.
8. Taxes, tariffs and customs clearance fees
All goods shipped to the United Kingdom are subject to the UK’s current import, customs duty and tax regulations. Any customs duties and import taxes applicable to the order will be calculated at checkout in accordance with the applicable tax and import regulations, and will be paid by the customer at the time of placing the order together with the products and any other applicable charges.
Under normal circumstances, the customer will not be required to pay again upon receipt for any customs duties and import taxes already collected at the time of placing the order. However, any additional taxes, customs duties, customs clearance charges or other statutory fees arising from other factors reasonably beyond our control, which cannot be calculated or collected in advance at the time of placing the order, shall be borne by the customer.
9. Returns, Exchanges, and Refunds Policy
All products in the UK region are only produced after an order is received and are therefore made-to-order products. Customers should carefully check the details of the products they are purchasing before placing an order, including but not limited to quantity, model and size. Once an order has been confirmed and payment has been made, if the product has entered the production process, customers cannot request cancellation, return or refund due to a change in personal preference, selecting the wrong product, size, model or other issues unrelated to product quality.
As the products are made-to-order and involve hygiene concerns after opening as well as the inability to restore them to their original condition. Confirmed and paid made-to-order products are not eligible for returns, exchanges or refunds.
If a product is damaged, defective or has other issues that may involve quality problems upon receipt, customers should contact our customer service team according to the procedure set out in Section 7, and we will follow up and handle the matter on a case-by-case basis.
10. Force Majeure
If delivery services are suspended or delayed due to force majeure events, including but not limited to severe weather, natural disasters, war, epidemics, strikes, customs inspection delays, logistics service disruptions, or other unforeseen events beyond our reasonable control, SINOMAX will suspend its performance obligations until the event ends, and customers may not make claims or cancel orders. SINOMAX shall not be liable for any indirect losses or additional costs arising from delays caused by the aforementioned force majeure events.
11. Amendment of Terms
SINOMAX reserves the right to amend these terms and conditions at any time. The latest version will be published on the official UK website and shall supersede all previous versions.
