Refund Policy
RETURNS & EXCHANGES
We offer a 100-night risk-free return policy, which means you have 100 nights from the date of delivery to request a return.
Eligibility for Returns
To be eligible for a return:
- The item may be used, but must be in reasonable, hygienic condition
- The item must be returned in its original packaging (inner packaging preferred where possible)
- The product must not be heavily soiled, intentionally damaged, or misused
- The product must be in a condition suitable for inspection and resale handling
For hygiene and safety reasons, we do not accept returns of pillows that are:
- Affected by mold or mildew
- Have strong body odours
- Contain heavy body fluids
- Damaged beyond normal home use
If you received a replacement and now wish to return the item, both the replacement and original item must be returned. If both items are not returned, we cannot process a refund.
We reserve the right to reject any return that does not meet these conditions.
How to Request a Return
To start a return, please email us at:
Please include:
- Name / email used for the order
- Order number
- Reason for return
Once your return is approved, we will provide further instructions.
Return Shipping
- Customers are responsible for all return shipping costs
- We do not provide return shipping labels
- Original shipping fees are non-refundable
If a package is refused or returned to sender, any return shipping fees incurred will be deducted from the refund amount.
We strongly recommend using a trackable shipping service or purchasing shipping insurance, especially for higher-value items, as we are not responsible for lost or undelivered return shipments.
Return Window
- Returns must be requested and shipped within 100 nights of delivery
- Returns received outside this period may be rejected and sent back at the customerβs expense
Processing Time
Once your return is received:
- Inspection and processing takes 7β14 business days
- You will be notified once your return is approved or rejected
REFUNDS
If your return is approved:
- A refund will be issued to your original payment method
- Refunds are processed within 3β5 business days after approval
Please note that your bank or payment provider may take additional time to reflect the funds in your account.
If you have not received your refund after this period, please contact:
DAMAGED, DEFECTIVE OR INCORRECT ITEMS
Please inspect your order upon delivery.
If your item is:
- Damaged
- Defective
- Incorrect
Contact us immediately at:
We will evaluate the issue and resolve it as quickly as possible.
EXCHANGES
The fastest way to exchange an item is:
- Request a return for the original item
- Once approved, place a new order for the replacement item
NON-RETURNABLE ITEMS
We do not accept returns on:
- Sale items
- Gift cards
MISSING ITEMS
If anything is missing from your order, please contact us within 5 days of delivery at:
Please include:
- Packing slip
- Photos of all items received
- Shipping label
If we are not notified within 5 days, we may not be able to process a claim.
LATE OR MISSING REFUNDS
If you have not received your refund:
- Check your spam/junk folder
- Wait at least 5 business days after approval
If still unresolved, contact:
CONTACT US
If you have any questions about returns or refunds, please contact hello@getsluna.com