Refund policy

Returns & Refund Policy

Pillowio

Important Notice

Please read this policy carefully before making a purchase. By placing an order with Pillowio, you agree to the terms outlined below. No exceptions will be made outside this policy.

Returns

Right to Cancel (UK Customers)

In accordance with UK consumer law, you have the right to cancel your order within 14 days of receiving your item, without giving any reason.

To exercise this right, you must notify us by email within this 14-day period.

Return Timeframe

  • You may request a return within 30 days of receiving your order.

  • If more than 30 days have passed, we are unable to offer a refund or exchange.

Return Conditions

Returned items must meet all of the following conditions:

  • Unused and unwashed

  • In original, unopened packaging

  • In the same condition as received

Hygiene Notice:
As pillows are hygiene-sensitive products, any item that has been opened, used, or removed from its sealed packaging cannot be returned, unless it is faulty.

Non-Returnable Items

For hygiene and safety reasons, we do not accept returns for:

  • Pillows that have been opened or used

  • Any sealed hygiene item once opened

Damage Caused by Use

We are not responsible for damage caused by:

  • Misuse

  • Negligence

  • Improper handling

Only manufacturing defects are covered under this policy.

How to Request a Return

To start a return, please email us at:
📧 info@pillowio.com

Include the following information:

  • Order number

  • Reason for return

  • Photo or video (required if the item is damaged or defective)

  • Your contact details

Returns sent without prior approval will not be accepted.

Refunds

Refund Procedure

Once we receive and inspect your return:

  • You will be notified by email whether your refund is approved or rejected

  • If approved, the refund will be processed within 30 days

  • Refunds are issued to the original payment method

Late or Missing Refunds

If you have not received your refund after 30 days:

  1. Check your bank or card account

  2. Contact your payment provider

  3. If the issue persists, contact us at info@pillowio.com

Return Shipping Costs

  • Return shipping costs are the responsibility of the customer

  • We strongly recommend using a trackable shipping service

  • We are not responsible for returns lost in transit

Return Address

Returns must be shipped to Asia.
Shipping costs typically start from $25 and are paid by the customer.

Defective or Incorrect Items

If you receive a defective or incorrect product:

  • We will send a replacement free of charge

  • If the issue occurs again with the replacement, you will receive a full refund

Order Cancellation

Orders cannot be cancelled after 24 hours of being placed due to our automated processing system.

Questions?

If you have any questions about our return or refund policy, please contact us at:
📧 info@pillowio.com