Refund Policy
Returns
We're committed to your complete satisfaction. If you're not fully happy with your purchase, you can ask for a return up to 30 days after delivery. To qualify, the item must be new, in the exact state you got it, and still in original packaging with labels intact. You'll need proof of your purchase—your order ID or confirmation message.
Return Eligibility
All returned items must be in brand new, unused and sellable form. We cannot process returns for items showing wear, use, laundering or harm that happened following arrival. We have the option to reject a refund if your returned item fails to meet these standards.
How to Initiate a Return
To start the return process, reach out to our customer support team via contact@pillowaypillow.com, providing your order ID and reason for return. After we approve your request, we'll provide detailed steps and a mailing location. Don't mail anything back until you get our go-ahead — unapproved returns may not be handled.
Non-Returnable Items
Some products are non-returnable: gift cards, final-sale or clearance marked items, made-to-order or bespoke goods, and sealed items for sanitary or medical purposes once opened. Unsure if your item qualifies? Email contact@pillowaypillow.com before you submit.
Faulty, Broken or Wrong Items
Check your delivery immediately upon arrival. If your item is broken, arrived damaged, or is incorrect, get in touch with contact@pillowaypillow.com within 14 days after receiving your order—include your order ID and photos showing the problem. In such situations, return postage is our expense and we'll offer either a full refund or replacement, consistent with your legal rights.
Exchanges
The quickest path to get the right item is sending back the current one and, after your return gets approved, ordering a fresh one. Want help with a swap? Reach out to contact@pillowaypillow.com and we're ready to support you.
Order Cancellations
Want to stop your order? Message contact@pillowaypillow.com within 24 hours of checkout. We move fast with processing, so once we've shipped your order we can't cancel it anymore — you'd then go through our normal return process.
Return Shipping Costs
You'll bear return postage fees if you're returning due to a change of heart. Should your return be because of defects, shipping harm or a mistake, postage is on us. We suggest using a traceable shipping option, since we can't be accountable for items that disappear during shipment.
Refunds
After your item comes in and gets checked, we'll let you know the status. If your refund is OK'd, the money will hit your original payment source in 5–10 business days. Be aware that once the refund processes, your bank or card issuer may need extra time to show the credit on your statement.
Your Statutory Rights
This policy does not supersede or restrict the legal protections you hold as a buyer in your jurisdiction. Those in EU countries may have the right to cancel within 14 days from getting their order, with no reason needed, under local consumer laws.
Contact Us
For questions about returns or refunds, contact our support team through contact@pillowaypillow.com. We aim to reply in 1 business day.
Pilloway · contact@pillowaypillow.com · pillowaypillow.com