Refund policy
A pillow cannot be judged in a shop. It is judged at daybreak, after several nights, in your own bed. That is why we give you thirty nights to decide, and why we refund you if your mornings do not change.
30-night trial
You have 30 days from the day your parcel arrives to try your pillow at home. The delivery date reported by the carrier is the reference.
If, by the end of that trial, you are not sleeping better, write to us: we refund the price of the product. You do not have to point to a fault, or prove anything at all. Not being convinced is reason enough.
We do suggest using the pillow regularly for at least one to two weeks before making up your mind. The neck and the pelvis take a few nights to settle into new support, and the first nights are rarely representative.
You keep the pillow
No return is asked of you. No parcel to pack, no label to print, no trip to the post office, no return postage to pay out of your own pocket.
The reason is simple: a bedding item that has already been used cannot be put back on sale, for obvious reasons of hygiene. Rather than make you pay for a return that would serve no one, we would rather the pillow stayed with you, or went to someone around you.
How to ask for your refund
- Write to contact@pillovashop.com within 30 days of delivery.
- Give your order number and, in one sentence, what did not work for you. That feedback helps us improve the product; it is not a condition of the refund.
- Our team replies within 24 to 48 business hours, Monday to Friday, and starts the refund.
Exchange
We arrange an exchange when the item you receive is faulty, damaged in transit, incomplete or different from what you ordered.
In that case, send us a photo or a short video of the problem at contact@pillovashop.com, with your order number. We ship a new item at our expense, without asking you to send the first one back. If you would rather have a refund than an exchange, you get it, delivery included.
Particular cases
A few situations are handled case by case, and may lead to a partial rather than a full refund:
- A request made beyond the 30 days following delivery.
- An order placed in a quantity clearly intended for resale.
- Repeated requests across successive orders, in a pattern that goes beyond normal use of the trial.
These decisions are never automatic: we always explain our position to you in writing.
Refund times
The refund is started as soon as we reply, to the payment method used for the order. You receive a confirmation email at the moment we launch it.
Depending on your bank or payment provider, the funds then appear on your account within 3 to 10 business days. That part is no longer in our hands.
Late or missing refund
If the refund has not appeared on your account, check your bank statement first, then contact your card issuer: a processing delay of several days is common on their side. If nothing shows up after those checks, write to contact@pillovashop.com and we will take it up with our payment provider.
Statutory right of withdrawal
Independently of our commercial trial, you have the statutory 14-day right of withdrawal from delivery, without giving a reason. Our 30-night trial goes beyond that statutory period on two counts: it lasts longer, and it spares you the return that the law would normally leave at your expense.
Legal guarantees
You always have the protections the law gives you, and nothing on this page restricts them:
- The legal guarantee of conformity, for 2 years from delivery. During that period you do not have to prove the fault existed on delivery.
- The guarantee against hidden defects, for 2 years from the moment the defect is discovered.
To rely on either, an email to contact@pillovashop.com with your order number is enough. We will not ask you for the original invoice or the packaging.
Cancelled order or wrong address
As long as your order has not shipped, you can cancel it or correct the address with a simple email, at no cost. Once the parcel is with the carrier, we can no longer change its route.
Disputes
If something goes wrong, write to us first: almost every situation is settled in a single exchange. Failing an amicable solution, consumers resident in the European Union can use the European online dispute resolution platform.
Company
The Pillova site is operated by Aevolt Group LLC, 1209 Mountain Road Pl NE, Ste R, Albuquerque, NM 87110, United States. Contact: contact@pillovashop.com.