Thank you for choosing Pillowy. We want you to shop with confidence, and this policy explains how return requests, refunds, exchanges, and related matters are handled. Please read the information below before requesting a return.
All refunds and charges referenced in this policy are processed in USD.
Return Window
Eligible items may be returned within 30 calendar days from the delivery date confirmed by the shipping carrier.
Return requests received after the 30-day period may not qualify for approval.
Eligible Returns
Pillowy accepts return requests for eligible items in the following situations:
- The item arrived damaged during shipping.
- The item has a manufacturing defect.
- You received an incorrect item.
- You changed your mind after receiving the order.
- The item no longer meets your needs.
- An incorrect purchasing decision was made.
Unless otherwise stated on a product page, sale and promotional items are subject to the same return requirements described in this policy.
Each return request is reviewed to confirm that it meets our eligibility requirements.
Return Conditions
To qualify for a return, the item must:
- Be returned within 30 calendar days of delivery.
- Be unused and in its original condition.
- Include the original packaging.
- Include all hardware, accessories, manuals, and tags supplied with the product, where applicable.
- Be free from damage resulting from customer misuse, improper assembly, or modification.
- Be accompanied by proof of purchase or a valid Pillowy order number.
Items that do not satisfy these conditions may not be eligible for a refund.
Return Authorization
Before returning any product, please contact support@pillowy.store to request return authorization.
Please do not send returned items to our Kentucky business address.
Once your request has been reviewed and approved, we will provide the appropriate return instructions and the correct return address by email.
Returns sent without prior authorization or to an unauthorized address may be refused or experience delays in processing.
Return Shipping Costs
Returns Caused by Our Error
If your item is defective, arrives damaged, or you receive the wrong product, please contact us within 48 hours of delivery.
To help us review your request, please provide:
- Your order number
- Clear photographs of the item
- Clear photographs of the shipping carton and packaging
- A brief explanation of the issue
If the return request is approved, Pillowy will provide a prepaid return shipping label at no additional cost.
Change of Mind or Customer Preference
If you are returning an item because you changed your mind, no longer need it, or made an incorrect purchasing decision, you are responsible for the return shipping costs.
The original outbound shipping charge of $15.00 USD is non-refundable.
Restocking Fees
Pillowy does not charge a restocking fee for approved returns.
Restocking Fee: $0.00 USD
Exchanges
We do not currently offer direct product exchanges.
If you would like a different item, you may return an eligible product in accordance with this policy and place a new order separately.
Non-Returnable Items
The following items are not eligible for return:
- Furniture that has been used, assembled, modified, or damaged after delivery due to misuse or improper assembly.
- Items missing their original packaging, hardware, accessories, manuals, or tags where applicable.
- Return requests submitted more than 30 calendar days after delivery.
- Products altered or modified after delivery.
- Gift cards, if offered by Pillowy.
Refund Process
After your returned item has been received, our team will inspect it to verify that it meets the requirements outlined in this policy.
You will be notified by email once the inspection has been completed and your refund request has been approved or declined.
Approved refunds are issued only to the original payment method used for the purchase.
Refund Timeline
Once approved, refunds are generally processed within 10 business days after the returned item has been received and inspected.
Depending on your bank, credit card issuer, or payment provider, additional processing time may be required before the refund appears in your account.
For security reasons, refunds cannot be sent to a different payment method.
Late or Missing Refunds
If you have not received your refund after the expected processing period, we recommend that you:
- Review your bank or payment account.
- Contact your credit card company or payment provider.
- Check with your financial institution regarding processing times.
If you still require assistance, please contact support@pillowy.store.
Lost Return Shipments
When returning an item, we recommend using a shipping service that provides tracking.
Pillowy cannot be responsible for return shipments that are lost during transit when valid tracking information cannot be provided.
Refused Deliveries
If a shipment is refused for reasons unrelated to shipping damage, carrier error, or a mistake made by Pillowy, the original shipping charge of $15.00 USD and any carrier return charges incurred may be deducted from the refund amount.
Order Cancellations
Orders may be cancelled before processing begins.
Once an order has entered processing or has been shipped, cancellation requests can no longer be accepted.
Please refer to our Shipping Policy for additional information regarding order processing and shipment timelines.
Contact Information
Business Name: Pillowy
Business Address:
248 Countryside Circle
Mount Vernon, Kentucky 40456
United States
Email: support@pillowy.store
Customer Support Hours: Monday to Friday, 9:00 AM – 5:00 PM (Eastern Time)
Response Time: 24–48 business hours
If you have questions about returns, refunds, or an existing return request, please contact us through our Contact Us page or email support@pillowy.store.