Política de reembolso
Returns & Refunds
Last updated: 12 August 2026
This policy applies to orders placed on pillowery.com and shipped to the United States. If you are outside the United States, the same terms apply except where your local consumer law gives you stronger rights, in which case your local law wins.
The short version
- 90 days from the day your order is delivered to ask for a return.
- We accept returns of faulty items and items you simply changed your mind about.
- Items must come back new and unused, in their original packaging.
- Returns are by mail. You arrange and pay for the return shipping.
- A restocking fee of 30% of the product price applies to change-of-mind returns.
- Refunds are issued within 14 days of us receiving the item.
- We also accept exchanges under the same conditions.
1. How long you have
You have 90 days from the delivery date to start a return. After 90 days we can no longer accept the item back. The date on the carrier's delivery confirmation is the date we use.
2. What condition the item has to be in
We can only accept items back in new, unused condition, in their original packaging, with all parts and inserts included. For sleep products this is not us being difficult: earplugs, pillow mist and sleep masks are personal-care items, and once they have been used they cannot be resold or given to anyone else.
If an item arrives faulty, damaged or not what you ordered, condition does not matter. Send us a photo and we will sort it out, and in that case you pay nothing at all.
3. How to start a return
- Email hello@pillowery.com with your order number and, if the item is faulty, a photo.
- We reply with a return authorisation and the return address, usually within one business day.
- Post the item back to that address. Please do not send anything back before you have the authorisation, or we may not be able to match the parcel to your order.
4. Who pays for the return
Return shipping is the customer's responsibility. We do not provide a prepaid label for change-of-mind returns, and the original shipping cost is not refunded. We recommend a tracked service: until the parcel reaches us, it is still your parcel.
If the item is faulty, damaged in transit, or we sent you the wrong thing, we cover the return shipping and refund you in full.
5. Restocking fee
Change-of-mind returns carry a restocking fee of 30% of the product price, deducted from your refund. This covers inspection, repackaging and the handling cost of taking the item back into stock.
The restocking fee is never charged on faulty, damaged or incorrect items.
6. Exchanges
We accept exchanges within the same 90 days and under the same condition rules. Email us with your order number and the size or colour you would like instead. If the new item costs more, we will send a payment link for the difference; if it costs less, we refund the difference.
7. Refunds
Once your return arrives and we have checked the item, your refund is issued to the original payment method within 14 days. Your bank or card issuer may then take a few more days to show it on your statement, which is outside our control.
Refunds cover the product price minus the restocking fee where it applies. Original shipping charges are not refunded on change-of-mind returns.
8. Items we cannot take back
- Anything opened or used, unless it is faulty.
- Items returned after the 90-day window.
- Gift cards.
- Items returned without a return authorisation, where we cannot identify the order.
9. Order cancellations
Write to us as soon as you can. If the order has not yet been handed to the carrier we will cancel it and refund you in full. Once it has shipped, it becomes a return under the terms above.
10. Your statutory rights
Nothing in this policy limits the rights you have under applicable consumer law, including your right to a remedy when goods are faulty or not as described.
Contact
Pillowery
Email: hello@pillowery.com
We answer Monday to Friday and usually within one business day.