Returns & Refunds
Please read this before you order. We keep our returns policy tight so we can keep the price where it is, and we'd rather be clear up front than argue later.
Change of mind
Because a pillow is a personal hygiene item, we can only accept change-of-mind returns on unopened stock. Once the packaging is opened we cannot resell it, so we're unable to take it back.
If you change your mind and the pillow is still sealed:
- Contact us within 14 days of delivery
- The pillow must be unopened, unused and in its original sealed packaging
- You pay the return postage, and we recommend a tracked service — we can't refund an item that doesn't reach us
- Once it arrives and passes inspection, we refund the purchase price. Original shipping costs are not refunded.
We do not accept change-of-mind returns on opened, used or unsealed pillows. We do not offer trial periods, and we do not offer refunds simply because a pillow feels unfamiliar in the first week — contour pillows take a few nights to adjust to, which is why we say so clearly on the product page before you buy.
If something is wrong with your order
This is different, and here your rights are protected regardless of anything above.
If your pillow is faulty, damaged in transit, or not what was described, contact us within 7 days of delivery with a photo. We will repair, replace or refund it, and we cover the return postage.
For a major failure you choose whether you want a refund or a replacement. For a minor problem we may repair or replace it first.
Orders that don't arrive
If your order hasn't arrived within 30 days of purchase, contact us and we'll refund you in full or send a replacement.
Cancellations
Contact us within 12 hours of ordering and we'll cancel before dispatch. Once an order has been dispatched it cannot be cancelled, and the change-of-mind conditions above apply instead.
How to start a return
Message us through the Contact page with your order number and the reason. We reply within one business day and will confirm whether your return is accepted before you send anything — please don't post anything back without confirming with us first, as unapproved returns can't be processed.
Refund timing
Approved refunds go back to your original payment method within 3 to 5 business days of us receiving and inspecting the item. Your bank may take a few days more to display it.
Your rights under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy limits those rights.