Refund policy
Who the 14-day cancellation right applies to. The 14-day right to cancel described below is a statutory right for consumers in the European Union (Directive 2011/83/EU) and in the United Kingdom (Consumer Contracts Regulations 2013). Customers outside those markets, including the United States, are covered by our own returns terms on this page and not by that statute.
The short version
You have 14 days from the day your order arrives to tell us you want to cancel, and another 14 days after that to send it back. This applies everywhere we ship.
There is one exception, and it is important: once the hygiene seal on the pillow is broken, it can no longer be returned. Bedding that has been slept on cannot be resold or passed to anyone else. If you open the seal, the pillow is yours.
We say this plainly because you should know it before you buy, not after.
Cancelling your order
You can cancel for any reason. You do not have to explain yourself.
Before it ships. Email us at [CONTACT EMAIL — TO BE COMPLETED] and we will stop the order and refund you in full, including any shipping you paid.
After it arrives. You have 14 days from the day the parcel reaches you. Tell us within those 14 days using any of these:
- The withdrawal form on our website
- An email to [CONTACT EMAIL — TO BE COMPLETED] saying you want to cancel
- The model withdrawal form at the bottom of this page
Once you have told us, you then have 14 more days to actually send the pillow back.
When the seal is unbroken
Send the pillow back with the seal intact and we refund you in full — the price of the pillow plus the standard delivery you originally paid.
The pillow needs to be in the condition it arrived in. You are allowed to handle it the way you would in a shop: take it out of the box, look at it, feel the outside of the sealed bag. You are not allowed to sleep on it and then return it. If the pillow comes back damaged or soiled, we may reduce your refund to reflect the loss in value.
Return shipping is paid by the customer.
Send returns to: [RETURNS ADDRESS — TO BE COMPLETED]
Please get a tracking number. Until the parcel reaches us, or until you show us proof that you sent it, the return is your responsibility.
When the seal is broken
We cannot accept it. Under EU law (Directive 2011/83/EU, Article 16(e)) and UK law (Consumer Contracts Regulations 2013, regulation 28(3)(a)), sealed goods that cannot be returned for health or hygiene reasons lose the right of cancellation once unsealed. A pillow is one of those goods.
This is not a way of avoiding refunds. It is the reason your pillow arrives sealed in the first place: so that the one you receive has never been slept on by anyone else.
If something is wrong with it
Everything above is about changing your mind. It has nothing to do with faults.
If your pillow arrives damaged, is not what you ordered, or fails within a reasonable time, your rights are separate and stronger — and the hygiene seal makes no difference to them. Email [CONTACT EMAIL — TO BE COMPLETED] with your order number and a photo, and we will replace it or refund it. You will not pay to send a faulty item back.
Under EU law you have a two-year legal guarantee against goods that do not conform to the contract. In the UK, the Consumer Rights Act 2015 gives you 30 days to reject faulty goods for a full refund, and rights to repair or replacement after that. Nothing on this page reduces those rights.
Getting your money back
We refund within 14 days of one of two things, whichever happens first: the pillow reaching us, or you showing us proof that you sent it.
The refund goes back to the card or account you paid with. We do not charge a fee for it.
If you chose a faster delivery than our standard option, we refund the standard cost, not the upgrade.
Model withdrawal form
You do not have to use this. An email saying you want to cancel is just as valid.
To [LEGAL COMPANY NAME — TO BE COMPLETED], [REGISTERED ADDRESS — TO BE COMPLETED], [CONTACT EMAIL — TO BE COMPLETED]:
I hereby give notice that I withdraw from my contract of sale of the following goods:
Ordered on: __________ · Received on: __________ Order number: __________ Name: __________ Address: __________ Date: __________ Signature (only if you send this on paper): __________
Still stuck
Email [CONTACT EMAIL — TO BE COMPLETED]. A person reads it.
EU customers can also use the European Commission's online dispute resolution platform at ec.europa.eu/consumers/odr, though we would rather you just wrote to us and gave us the chance to fix it.