Return & Refund

Return & Refund Policy

Last Updated: October 16, 2025

At PillowNova, your comfort and satisfaction are our top priorities. We stand by the quality of our products and want you to love your purchase. If you’re not completely satisfied, we’re here to help.

1. Eligibility for Returns

We accept returns for most items within 30 days of the delivery date.

To be eligible for a return:

  • The item must be unused, unwashed, and in its original packaging.

  • You must provide proof of purchase (order number or receipt).

  • The product must not be damaged due to misuse, accidents, or neglect.

Note: For hygiene reasons, certain products like used pillows, bedding, or sleep accessories may not be eligible for return once opened, unless defective.

2. Non-Returnable Items

The following items cannot be returned or exchanged:

  • Gift cards

  • Final sale or clearance items

  • Opened or used pillows and bedding (unless defective)

  • Custom or personalized products

3. Return Process

To initiate a return:

  1. Contact our support team at returns@pillownova.store with your order number and reason for return.

  2. Our team will confirm your eligibility and provide return instructions.

  3. Carefully pack the item in its original packaging and ship it to the address provided by our support team.

Once your return is received and inspected, we’ll notify you by email regarding the approval or rejection of your refund.

4. Refunds

If your return is approved:

  • A refund will be issued to your original payment method within 5–10 business days.

  • Shipping costs are non-refundable, unless the return is due to a defective or incorrect item.

If you haven’t received your refund after 10 business days, please contact your bank or payment provider first, then reach out to us at returns@pillownova.store.

5. Exchanges

We only replace items if they are defective, damaged, or incorrectly shipped.
If you need an exchange, contact returns@pillownova.store within 30 days of receiving your order.

6. Damaged or Defective Items

If your product arrives damaged or defective:

  • Contact us within 7 days of delivery at returns@pillownova.store.

  • Please include photos or videos of the damage/defect and your order details.

  • We’ll offer a replacement, store credit, or full refund based on your preference and product availability.

7. Return Shipping

  • You will be responsible for paying your own shipping costs for returning items, unless the return is due to our error (e.g., wrong or defective item).

  • We recommend using a trackable shipping service or purchasing shipping insurance, as we can’t guarantee that we’ll receive your returned item.

8. Late or Missing Refunds

If you haven’t received a refund yet:

  1. Check your bank account or PayPal balance.

  2. Contact your credit card company — it may take some time for your refund to appear.

  3. If you’ve done all of this and still haven’t received your refund, contact us at returns@pillownova.store.

9. Contact Us

If you have any questions about our Return & Refund Policy, please contact us:

📧 Email: returns@pillownova.store
🌐 Website: www.pillownova.store