FAQ

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About Product

1. How to use it?

The middle part of the pillow has two different heights on the two ends to allow all users, including children, adults and the elderly to choose their ideal comfort level.

2. Does it smell?

The product contains a raw herbal fragrance, which is non toxic and harmless. It can be used safely after being placed in a cool and ventilated place for a period of time.

3. Can the pillow core be washed?

The material of the pillow core is memory foam, which is filled with Japanese Hinoki and Binchotan. It is advised not to wash or expose the memory foam to sunlight.

4. Can the pillow cases be washed?

The pillow contains two separate inner and outer pillowcases. The inner pillowcase should not be washed and can be maintained together with the pillow core. During normal maintenance, the outer pillowcase can be removed, washed and placed in a ventilated and cool place to dry naturally. While cautions must be taken when washing the outer pillowcase. Water temperature should be below 35 degrees Celsius. NO chlorine bleaching and NO dry cleaning. The ironing temperature should be set to low.

5. Can cervical spine curvature pathologies be improved?

Yes, they can be improved. Straightened or reversed cervical spine is a form of deformity. Correct sleeping position may slowly restore healthy curvature. Qinsumian Japanese Hinoki Binchotan Memory Foam Pillow ergonomically targets the neck, shoulders and sides, with a closely fit. It aids to adjust correct sleeping position. Users can choose the position that works best, either you are a side or back sleeper. Therefore, it has the ability to effectively help people between 20-60 years old who have minor cervical spine curvature pathologies.

6. How long will the effects last?

They are effective for minimal one year.

Other Informations

Shipping Policy

Qinsumian Australia Pty Ltd will acknowledge receipt of your order by confirming email. Every endeavor will be made to dispatch your order within five business days of order placement.

Please note that all parcels ordered on our website are sent via Australia Post eParcel and require a signature upon delivery. In the event that no one is home to sign for the parcel, it will be redirected to the nearest Post Office that can facilitate it. Australia Post should leave an attempted delivery notification in your letterbox to advise you where the item can be collected from.

Depending on the distance from your nominated address to Melbourne the in-transit time should be within the range of 2-5 days from the date you receive Australia Post’s confirmation of receipt of your parcel (we will advise separately for dispatches outside Australia). WA & NT will generally take between 7-12 working days.

Where we are waiting on stock to arrive for any item in a Multiple-Item-Order we will hold the dispatch until all items are available.

We will ship to the address you provide to us and we cannot be responsible for the delay that will likely occur if those details are not correct in any way. If goods are returned to us by Australia Post because of an addressing error by you or non-collection, we may require you to pay a second delivery charge.

Subject to payment, property, and risk in the Goods passes to you as the Customer upon delivery of the Goods to the delivery address you have nominated. Anyone at that nominated delivery address who receives the goods shall be presumed by us to be authorized to receive the Goods.

If goods are damaged in transit (or are not received) please email us at qinsumianaustralia.com.au so we can advise the best way to send replacements and for you to return any damaged goods. We will require photographic evidence of the damaged item and will require it to be sent back prior to a replacement being sent.

Privacy Policy

We recognize that your privacy is important. This document outlines the types of personal information we receive and collect when you use www.qinsumianaustralia.com.au as well as some of the steps we take to safeguard information. We hope this will help you make an informed decision about sharing personal information with us.

www.qinsumianaustralia.com.au strives to maintain the highest standards of decency, fairness, and integrity in all our operations. Likewise, we are dedicated to protecting our customers’, consumers’ and online visitors’ privacy on our website.

Personal Information

Qinsumian Australia Pty Ltd collects personally identifiable information from the visitors to our website only on a voluntary basis. Personal information collected on a voluntary basis may include name, postal address, email address, company name, and telephone number.

This information is collected if you purchase an item, request information from us, provide feedback on the website or our products, participate in a contest and sign up to join our newsletter list, or request some other service or information from us. The information collected is used for internal review purposes, processing and fulfilling your order, improving our website, notifying our visitors of updates, and responding to visitor inquiries.

It is important to note that we DO NOT keep a record of your credit card details. Once you have completed your order or transaction, the details of your credit card are permanently deleted. This is important as credit card theft is often a result of hackers stealing details from sites that retain credit card information.

Once information is reviewed, it is either discarded or stored in our files. If we make material changes in the collection of personally identifiable information we will place a notice on our site. Personal information received from any visitor will be used only for internal purposes and will not be sold or provided to third parties.

Use of Cookies

We may use cookies to help you personalize your online experience. Cookies are identifiers that are transferred to your computer’s hard drive through your Web browser to enable our systems to recognize your browser. The purpose of a cookie is to tell the Web server that you have returned to a specific page. For example, if you personalize the sites pages, or register with any of our site’s services, a cookie enables ultimatesleep.com.au to recall your specific information on subsequent visits.

You have the ability to accept or decline cookies by modifying your Web browser; however, if you choose to decline cookies, you may not be able to fully experience the interactive features of the site. Also, please note that third parties may be placing and reading cookies on your users’ browser, or using web beacons to collect information, in the course of ads being served on your website.

A web beacon is a transparent image file used to monitor your journey around a single website or collection of sites. They are also referred to as web bugs and are commonly used by sites that hire third-party services to monitor traffic. They may be used in association with cookies to understand how visitors interact with the pages and content on the pages of a web site.

Browsers can be set to accept or reject cookies or notify you when a cookie is being sent. Privacy software can be used to override web beacons. Taking either of these actions shouldn’t cause a problem with our site, should you so choose.

Children’s Online Privacy Protection Act

This website is directed to adults; it is not directed to children under the age of 13. We operate our site in compliance with the Children’s Online Privacy Protection Act, and will not knowingly collect or use personal information from anyone under 13 years of age.

Non-Personal Information

In some cases, we may collect information about you that is not personally identifiable. We use this information, which does not identify individual users, to analyze trends, to administer the site, to track users’ movements around the site, and to gather demographic information about our user base as a whole. The information collected is used solely for internal review and not shared with other organizations for commercial purposes.

Release of Information

If www.qinsumianaustralia.com.au is sold, the information we have obtained from you through your voluntary participation in our site may transfer to the new owner as a part of the sale in order that the service being provided to you may continue. In that event, you will receive notice through our website of that change in control and practices, and we will make reasonable efforts to ensure that the purchaser honors any opt-out requests you might make of us.

How You Can Correct or Remove Information

We provide this privacy policy as a statement to you of our commitment to protect your personal information. If you have submitted personal information through our website and would like that information deleted from our records or would like to update or correct that information, please click on the contact us link.

Updates and Effective Date

Qinsumian Australia Pty Ltd reserves the right to make changes in this policy. If there is a material change in our privacy practices, we will indicate on our site that our privacy practices have changed and provided a link to the new privacy policy. We encourage you to periodically review this policy so that you will know what information we collect and how we use it.

Agreeing to Terms

If you do not agree with our Privacy Policy as posted here on this website, please do not use this site or any services offered by this site. Your use of this site indicates acceptance of this privacy policy.

Refund Policy

Please check products that you receive thoroughly as soon as received and ensure that all components and parts you have ordered are included.
Returns and exchanges can be facilitated through our customer service centre through email [email protected] Due to health and safety regulations, any item that may have come into direct bodily contact CANNOT be returned. The Australian Health Regulation does not permit the exchange of a used pillow. We recommend you carefully preview any orders before adding them to your shopping cart and proceeding with your order. You must not attempt to return any goods before having so communicated with us. Where we accept such returns, you agree to follow any directions regarding postage and packing in relation to the item in question. Where you have purchased a product through a third-party supplier listed on our website, that supplier will contact you to discuss the process for such return. We will use reasonable endeavours to assist you where you are unable to contact the supplier for any reason.
Consumer Guarantees do not apply where in our opinion the goods became unacceptable due to customer’s misuse or mishandling, damaged after delivery, failure to use the goods in accordance with manufacturer’s care instructions, or failure to take reasonable care. Please note that goods must be returned within a reasonable period. We can not accept returns after a 30 day period unless there is a manufacturing fault. After you have contacted your local supplier within 48 hours, and you may be asked to demonstrate that the problem with the goods was not your fault.
We will accept a return (for change of mind reasons) of a product that is unopened, unused, in a new and saleable condition within 7 days of your receipt of the item, provided that you have arranged this in advance. Without limiting any other provision of our Terms and Conditions, we do not accept returns for change of mind reasons on custom ordered products.
Where your product arrives damaged through delivery please notify us within 2 days of receipt. We may require you to complete a return form and provide us with photographs of the damage for our further assessment. We will liaise with you to discuss the return process for damage that we believe was caused during delivery. Unless the law requires us to do otherwise in the circumstances, we will arrange a replacement.
Our return procedures are in accordance with our Terms and Conditions.

Warranty

Your product comes with a 12-month manufacturer’s warranty unless stated otherwise.

The Australian Consumer Law protects consumers by giving them certain guaranteed rights when they buy goods and services.  For example, the Law requires that goods must be free of defects and do what they are meant to do.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.  You are entitled to a replacement or refund for a “major failure” if the goods fail to be of acceptable quality. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a “major failure”. Consumer Guarantees have no set time limit – depending upon the price and quality of goods, consumers may be entitled to a remedy after any manufacturer’s warranty or extended warranty has expired.  Where you return goods because they are defective or otherwise falling short of the Consumer Guarantees, then we will reimburse you the charges associated with returning the goods.  Please contact us to arrange this and obtain a return authorization in accordance with our refund policy.

We aim but do not guarantee, to process refunds and replacements within 30 days of receipt by us of your returned original product.

You must retain your proof of purchase for any manufacturer warranty claims and notify us within a reasonable time from the defect becoming apparent.  In many cases, this may be 7 days from purchase but in some circumstances, this may be longer.

We will be under no obligation to replace products or provide a refund where the product has become of unacceptable quality due to circumstances such as misuse, failure to use in accordance with the manufacturer’s reasonable instructions, using the product in an abnormal way, or failing to reasonably care for the products.

We will issue refunds by direct deposit, cheque, or PayPal at our election.

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