Refund policy

Refund and Returns Policy

We want you to be happy with what you ordered. If you are not, this policy explains exactly what to do. There is one process, and it starts with contacting us.

Your 30-day window

You have 30 days from the day your order arrives to request a return or a refund. Please contact us before sending anything back. A parcel returned without authorisation cannot be matched to your order, and we will not be able to refund it.

How to start a return

Email helpfect@gmail.com with your order number, and a photo if the item arrived damaged or faulty. We will reply within 2 business days and tell you in writing what happens next.

If your item is faulty, damaged, or not what you ordered

We will refund you in full or send a replacement, whichever you prefer. You will never be asked to pay return postage in this situation. In many cases we will not ask you to send the pillow back at all — if that applies to your order, we will confirm it in writing.

If you have changed your mind

We will refund what you paid for the item. Our pillows are shipped from our overseas fulfilment partner, so we handle change-of-mind returns case by case. Sometimes we will ask you to return the item at your own cost to an address we give you at that point; sometimes we will simply refund you and ask you to keep or donate the pillow. Either way, you will be told in writing before you spend anything on postage.

For hygiene reasons, a change-of-mind return can only be accepted if the pillow is unused and in its original packaging. This does not apply to items that are faulty or damaged.

Return address

There is no single fixed return address, and we do not publish one, because the correct destination depends on the order. If a physical return is needed, we will give you the address when we authorise the return. Please do not send anything to an address printed on the parcel or packaging.

Refunds

Once a refund is approved, we issue it to your original payment method within 10 business days. Your bank or card issuer may take a few days more to show it on your statement.

Shipping costs

Shipping is free on all orders, so there is no delivery charge to refund.

Your legal rights

Nothing in this policy limits your legal rights. If you are in the United Kingdom or the European Union, you have a statutory right to cancel within 14 days of receiving your order under the Consumer Contracts Regulations 2013 and equivalent EU consumer law, and separate rights if goods are faulty under the Consumer Rights Act 2015. Those rights apply in addition to the 30-day window described above, not instead of it.