Refund policy
Return and Refund Policy
Thank you for shopping with Pillow Cloud.
We are committed to providing high-quality sleep support products designed to improve comfort, alignment, and rest. However, we understand that sometimes a product may not be the right fit for every customer. This Return and Refund Policy explains the conditions under which returns, exchanges, and refunds may be accepted.
Please read this policy carefully before placing an order.
100-Day Satisfaction Guarantee
Pillow Cloud offers a 100-day satisfaction guarantee from the date your order is delivered.
If you are not satisfied with your purchase, you may request a return within 100 days of delivery, provided that the item meets the return conditions listed below.
After 100 days have passed, we are unable to offer a refund, exchange, or store credit.
Return Eligibility
To be eligible for a return, the item must:
- Be in the same condition in which it was received;
- Be unused, unwashed, undamaged, and free from stains, odors, hair, marks, or signs of wear;
- Be returned in its original packaging whenever possible;
- Include proof of purchase, such as an order confirmation or receipt.
Because pillows and sleep products are personal-use items, we reserve the right to refuse returns that do not meet hygiene and quality standards.
Items that are visibly used, damaged by the customer, washed, altered, or returned without prior authorization may not be eligible for a refund.
How to Start a Return
To start a return, please contact our customer support team at:
Please include:
- Your full name;
- Order number;
- Email address used at checkout;
- Reason for the return;
- Photos or videos of the item, if applicable.
If your return request is approved, we will provide instructions on how and where to send your package.
Please do not send any items back without first contacting us. Returns sent without prior approval may not be accepted.
Damaged, Defective, or Incorrect Items
Please inspect your order as soon as it arrives.
If your item is defective, damaged, or if you received the wrong product, contact us within 24 hours of delivery.
To help us resolve the issue quickly, please provide clear photos or videos showing:
- The product received;
- The defect or damage;
- The shipping label and packaging, if applicable.
If the issue is confirmed, Pillow Cloud may offer a replacement, refund, store credit, or another appropriate solution.
For approved defective, damaged, or incorrect item claims, Pillow Cloud may cover the return shipping cost or provide a prepaid return label.
Missing Items
If any item is missing from your order, please contact us within 24 hours of delivery.
We may request photos of the package, packing slip, and received items to verify the issue.
Claims made after this period may not be eligible for replacement or refund.
Return Shipping Costs
Return shipping costs depend on the reason for the return.
For defective, damaged, or incorrect items approved by our support team, Pillow Cloud may cover the return shipping cost.
For all other returns, including change of mind, incorrect item ordered, dissatisfaction, or personal preference, the customer is responsible for return shipping costs.
If we provide a prepaid return label for a non-defective return, the cost of the label may be deducted from your refund.
We recommend using a trackable shipping service. Pillow Cloud is not responsible for returned packages that are lost, delayed, or damaged in transit.
Exchanges
The fastest way to receive a different item is to return the original product, once approved, and place a new order separately.
Exchanges are subject to product availability. If the requested item is unavailable, we may offer a refund or store credit instead.
Refunds
Once your return is received and inspected, we will notify you whether your refund has been approved or rejected.
If approved, your refund will be issued to the original payment method used at checkout.
Please allow up to 2 business days for us to process the refund after approval. Your bank, credit card provider, or payment processor may require additional time to post the refund to your account.
Shipping fees, handling fees, return label fees, and any non-refundable charges may be deducted from the refund unless the return is due to our error.
Store Credit
In some cases, Pillow Cloud may offer store credit instead of a refund.
Store credit may be issued for exchanges, partial returns, promotional orders, or other cases approved by our support team.
Store credit is non-transferable and cannot be exchanged for cash unless required by applicable law.
Non-Returnable Items
The following items may not be eligible for return:
- Items returned after the 100-day return window;
- Items that have been used, washed, stained, damaged, or altered;
- Items with odors, hair, or visible signs of use;
- Items returned without original packaging, when required;
- Items purchased through unauthorized sellers;
- Gift cards or store credits;
- Final sale or clearance items, when clearly marked as such.
Order Cancellations
Orders are processed quickly to ensure fast delivery.
If you need to cancel or change an order, please contact us as soon as possible. We cannot guarantee cancellation once an order has been processed, packed, or shipped.
If the order has already shipped, you may need to wait until delivery and then request a return under this policy.
Refused Deliveries
If a package is refused, rejected, or returned to sender due to an incorrect address, failed delivery attempt, or customer refusal, any shipping costs, return fees, handling fees, or carrier charges may be deducted from the refund.
Contact Us
For any questions about returns, refunds, exchanges, or order issues, please contact us at:
Pillow Cloud Customer Support
Email: support@pillowcloud.com
We recommend contacting us before returning any product so our team can provide the correct return instructions.
