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 Clause 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. Customs and Value Added Tax (VAT)
All goods dispatched to the UK are subject to customs duties and Value Added Tax (VAT) as stipulated by UK regulations.
9. Returns, Exchanges, and Refunds Policy
As all products are bespoke and made-to-order, and due to the health and hygiene risks associated with unsealed bedding, we do not offer returns, exchanges, or refunds on any UK orders once payment is confirmed. This policy is absolute and applies to all circumstances, including products that have been unsealed or cannot be restored to their original condition.
Customers are advised to carefully verify all order details (including but not limited to quantity, model, and size) before completing their purchase.
10. Force Majeure
In the event of a Force Majeure event—including but not limited to severe weather, natural disasters, war, pandemics, strikes, customs delays, or any other unforeseen incident—SINOMAX's contractual obligations will be suspended for the duration of the event. The customer shall not be entitled to claim compensation or cancel the order under these circumstances.
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.
