Returns & Refund Policy

14-Day Statutory Right of Withdrawal

When you place an online order with PillowPlush, you generally have the legal right to withdraw from your purchase within 14 days of receiving your order, without giving any reason.

During these 14 days, you may inspect, touch, and evaluate the product to the extent reasonably necessary to establish its nature, characteristics, and functionality.

Would you like to return your product within this period? Please contact us within 14 days of receiving your order at support@pillow-plush.com or use the withdrawal function on our website.

Returns within the statutory 14-day withdrawal period are free of charge. PillowPlush will cover the return shipping costs and provide you with the necessary return instructions.

After notifying us of your decision to withdraw from the purchase, you have an additional 14 days to return the product.

If a product has been used beyond what is necessary to evaluate it and its value has consequently decreased, we may deduct an amount corresponding to this loss in value, to the extent permitted by law.

We kindly ask that you return the product clean, complete, and carefully packaged. We recommend using the original packaging where possible, but this is not a requirement for exercising your statutory right of withdrawal.

100-Night Sleep Guarantee

In addition to your statutory rights, we offer an additional 100-Night Sleep Guarantee for the PillowPlush pillow.

This means you can genuinely try your PillowPlush pillow at home and sleep on it. You do not need to keep the pillow unused during the trial period.

Not satisfied? You can contact us up to and including the 100th night after receiving your pillow to make use of our Sleep Guarantee.

Conditions of the 100-Night Sleep Guarantee

To qualify for the 100-Night Sleep Guarantee, the following conditions apply:

• Your return request must be submitted no later than 100 nights after receiving the product.

• The pillow may be used and slept on normally during the trial period.

• The pillow must be clean, complete, and in good condition when returned.

• Normal signs of use that reasonably result from trying the pillow are permitted.

• The pillow must not have permanent stains, moisture marks, severe discoloration, strong or unpleasant odors, tears, burn marks, or any other damage.

• The product must not be excessively dirty or unhygienic.

• The product must not show clear signs of careless, improper, or excessive use.

• We recommend always using a clean pillowcase and, if desired, a pillow protector during the trial period.

• We recommend returning the pillow in its original packaging where possible. If the original packaging is unavailable, please use suitable protective packaging to prevent damage during shipping.

• The Sleep Guarantee is intended for normal home use. In cases of fraud, misuse, or intentional damage, a claim under the Sleep Guarantee may be refused, to the extent permitted by law.

These conditions apply to our additional commercial Sleep Guarantee and do not limit your statutory consumer rights.

Return Shipping Costs

If you exercise your statutory right of withdrawal within the first 14 days, PillowPlush will cover the return shipping costs.

If you make use of our additional 100-Night Sleep Guarantee after the statutory 14-day withdrawal period, you will be responsible for the cost of returning the pillow.

We recommend using a trackable shipping service when arranging your own return shipment. Please keep your shipping receipt and tracking information until your return has been processed.

When returning a product under the 100-Night Sleep Guarantee, please ensure that it is packaged securely to prevent damage during transportation.

If you receive a defective, damaged, or non-conforming product, your statutory rights remain unaffected, including your right to appropriate remedies without additional costs where required by law.

How to Request a Return

Would you like to request a return? Please contact our Customer Support Team at:

Email: support@pillow-plush.com

To help us process your request efficiently, please include:

• Your full name.

• Your order number.

• Your email address used for the purchase.

• Your reason for returning the product (optional for statutory withdrawal).

• Photographs of the product if it arrived damaged or defective, where possible.

We aim to respond to all return requests within 48 hours with further instructions.

Please do not send your product back before receiving our return instructions, where reasonably possible. However, contacting us is sufficient to exercise your statutory right of withdrawal, provided you do so within the applicable period.

Refunds

Refunds Within the 14-Day Statutory Withdrawal Period

For a valid withdrawal within the statutory withdrawal period, we will refund the amount due in accordance with applicable legal requirements.

If you withdraw from the entire order, any standard delivery charges you paid will also be refunded. If you selected a more expensive delivery method, we are only required to refund the cost of standard delivery.

We will issue your refund without undue delay and no later than 14 days after being informed of your decision to withdraw from the purchase.

Where permitted by law, we may withhold the refund until we have received the returned product or you have provided evidence of having sent it back, whichever occurs first.

Refunds will be issued using the original payment method, unless you expressly agree otherwise.

Refunds Under the 100-Night Sleep Guarantee

When you make use of the 100-Night Sleep Guarantee, we will inspect the returned pillow upon receipt.

If the pillow meets the conditions outlined above, we will approve your refund and notify you accordingly.

We aim to process approved refunds within 10–14 business days after receiving and inspecting the returned pillow.

The purchase price of the returned PillowPlush pillow will be refunded using the original payment method.

Return shipping costs incurred after the statutory 14-day withdrawal period are not reimbursed under the 100-Night Sleep Guarantee.

Normal signs of use resulting from trying the pillow during the trial period will not, by themselves, affect your eligibility for a refund.

Partial Refunds

For returns made under the statutory right of withdrawal, a deduction may apply if the product has decreased in value due to handling beyond what was necessary to establish its nature, characteristics, and functionality, where permitted by law.

For returns under the 100-Night Sleep Guarantee, we assess whether the returned pillow meets the conditions of the guarantee.

If we identify an issue that may affect eligibility for a refund, we will inform you of our findings before making a final decision.

Nothing in this section limits your statutory consumer rights.

Exchanges and Defective Products

If your PillowPlush product arrives damaged, defective, or does not meet the standards you may reasonably expect, please contact our Customer Support Team at support@pillow-plush.com.

To help us resolve the issue quickly, please include your order number, a description of the problem, and photographs where possible.

Depending on the circumstances and your applicable statutory rights, an appropriate solution may include repair, replacement, a price reduction, or a refund.

Any remedies required under applicable consumer protection law will be provided without additional costs to you.

If an exchange for a different product is agreed upon, any applicable price difference will be communicated to you in advance.

Sale and Discounted Items

Products purchased during promotional periods, sales, or with discount codes remain eligible for the statutory 14-day right of withdrawal in accordance with applicable law.

The 100-Night Sleep Guarantee also applies to PillowPlush pillows purchased at a discounted price, provided they meet the conditions of the guarantee.

A refund will be based on the actual purchase price paid for the returned product.

Delayed or Missing Refunds

If you have not received your refund after it has been processed, please first check your bank account or the original payment method used for your purchase.

Depending on your bank or payment provider, it may take additional time before the refund appears in your account.

If you have checked your account and still have not received your refund, please contact us at support@pillow-plush.com.

Our Customer Support Team will assist you in checking the status of your refund.

Statutory Warranty

The 100-Night Sleep Guarantee is an additional commercial guarantee provided by PillowPlush and does not replace, limit, or affect your statutory consumer rights.

You always retain your legal rights if a product is defective, does not conform to the purchase agreement, or does not meet the standards and expectations you may reasonably have under applicable law.

These rights apply regardless of whether the 100-Night Sleep Guarantee period has expired.

Contact Us

If you have any questions about our Returns & Refund Policy or would like to request a return, please contact us at:

PillowPlush

Email: support@pillow-plush.com

Please include your name and order number so we can assist you as efficiently as possible.