Returns Policy
How do I return an item?
If you need to return any item, please contact us via email at, hello@pillowworld.com. You can also reach out to our customer services team on 0333 577 0146.
Please note, for health and hygiene reasons we do not resell used pillows so unless faulty, damaged, missing or otherwise not in accordance with the specifications, we are unable to offer refunds or exchanges on any items unless they are returned unused, unopened and in their original packaging.
UK consumers have statutory rights (i.e. rights protected by law) to return faulty items. There are also statutory rights to return certain goods purchased online, so-called “cancellation rights”. These statutory rights are explained below.
Please note that where applicable, all refunds will be made back to the original tender type.
Your statutory rights
Cancellation Rights
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, if you buy goods from us online or by phone, your consumer rights mean you can cancel your order and obtain a full refund (if you request one) from the moment you place your order until 14 days from the day of delivery of the goods.
When cancelling any order under these regulations, you are responsible for the cost of returning the goods.
We will refund the cost of the goods and the initial delivery charge (if applicable) you paid when placing the order once the correct item(s) have been received by us. You will be responsible for any charges incurred in returning the goods to Pillow World. Unless faulty, damaged, missing or otherwise not in accordance with specification, for health and hygiene reasons we are unable to offer refunds or exchanges on any items unless they are returned unused and in their original packaging.
If you wish to cancel your order, please follow our returns procedure below. Where goods have been received, you must return the goods to us within 14 days of cancelling your order, unused and in original packaging. Your statutory rights in respect of faulty, damaged or missing items or goods which are not as described are not affected.
Returning a faulty item
Pillow World only sells quality products, however, if an item is damaged or faulty on delivery we will happily refund, repair or replace it.
If a fault develops within 30 days of delivery, please return the item with proof of purchase and we’ll happily replace or refund it.
After 30 days from delivery, we will repair or replace the faulty item on receipt of the item and proof of purchase. If a repair or replacement is not possible, you will receive a refund.
Please note that we will only refund the delivery charge if the whole order is damaged or faulty.
As a reminder, if you need to return any item, please contact us via email at, hello@pillowworld.com
Pillow-Wow Returns Policy
For most of our products, we only accept returns on items that are unopened and unused. However, Pillow-Wow is an exception to this policy. We proudly honour Pillow-Wow's satisfaction guarantee "The World's Most Comfortable Pillow or your money back"
Your Pillow-Wow pillows come with a 40-night comfort trial, that means if you aren’t 100% satisfied with your purchase you can return it for a refund whether you have used it or not.
40 Night Comfort Trial
If you want to return your Pillow-Wow pillows, simply contact us at hello@pillowworld.com. You can also reach out to our customer service team on 0333 577 0146. Our team will walk you through the returns process and provide you with a returns number (RMA) to pop in your parcel before sending it back to us.
Please note that returns without a valid RMA number may not be accepted and could delay or prevent your refund.
The 40-night comfort trial takes effect from the date of delivery and must be returned to our distribution centre by day 40 at the latest. To qualify for the comfort trial you must try the pillow for at least 30 nights as it can often take your body a while to adjust to your new pillow.
Any returned pillows must be in the original packaging placed in a safe secure outer package so as to avoid any potential damage in transit. Any pillows received damaged or incomplete will not be entitled to a refund and will be returned at your cost.
To be entitled to a refund all pillows must be returned together in one package, no refund will be processed if any item is not returned.
Any refund will be less a re-stocking charge of £10 with any returned shipping costs the responsibility of the customer.
Refunds are processed within 5–10 working days of receiving the returned item(s) and will be issued to the original payment method only.