Last updated: 20 July 2026
We want you to sleep better. If the pillow is not doing that for you, here is exactly how to send it back.
The short version
- You have 30 days from the date of delivery to request a return.
- The pillow must be in re-sellable condition, with its cover and original packaging.
- If the item arrived damaged, faulty or incorrect, we cover the return shipping and replace or refund it in full.
- If you simply changed your mind, you cover the return shipping. The original shipping cost is not refunded.
- Refunds are issued to your original payment method within 5–10 business days of us receiving the return.
How to start a return
- Email support@userestora.com within 30 days of delivery. Include your order number and the reason for the return.
- We will reply within one business day with a return authorisation and the correct return address. Please do not ship anything back before you have that authorisation — unauthorised returns cannot be tracked to your order and may not be refunded.
- Pack the pillow securely, include the authorisation reference, and send it with a tracked service. Keep your tracking number until the refund lands.
Condition requirements
Because this is a bedding product, we can only accept returns that are clean, dry, odour-free and free of stains, pet hair or damage. The removable cover must be included. We are not able to resell a pillow that does not meet these conditions, and returns arriving in that state may be refused or refunded in part.
Damaged, faulty or incorrect items
Send a photo of the item and its packaging to support@userestora.com within 7 days of delivery. We will arrange a replacement or a full refund, including shipping, and we will pay for the return. You will not be asked to cover anything.
Non-returnable items
- Gift cards
- Items marked final sale or clearance at the time of purchase
- Items returned more than 30 days after delivery
- Items returned without a return authorisation
Exchanges
The fastest way to exchange is to return the original item for a refund and place a new order, so you are not waiting on the return to clear before the replacement ships.
Refunds
Once your return arrives and passes inspection, we will email you to confirm. Approved refunds are issued to the original payment method within 5–10 business days. Your bank or card issuer may take a further few days to post it to your statement — that part is outside our control.
If more than 15 business days have passed since we confirmed your refund and you still cannot see it, contact support@userestora.com and we will chase it with our payment processor.
Cancellations
Orders can be cancelled free of charge any time before dispatch. Email us as quickly as you can with your order number — once a parcel is with the carrier, it has to be handled as a return.
Your statutory rights
Nothing in this policy limits the rights you have under the consumer protection law of your country or state. Where local law grants you a longer return window or stronger remedy than the terms above, that law applies.
Questions
Email support@userestora.com — we reply within one business day.