Refund policy
We refund or replace pillows that arrive damaged, are faulty, or are not as described. Because pillows are personal-care items, we can't accept returns or give refunds for change of mind once a pillow has been opened.
|
Situation |
What we offer |
|---|---|
|
Arrived damaged in transit |
Free replacement or full refund |
|
Manufacturing fault (e.g. split seam, torn foam, broken zip) |
Free replacement, repair or full refund |
|
Not as described, or wrong item sent |
Free replacement or full refund |
|
Order cancelled before dispatch |
Full refund |
|
Opened pillow, change of mind or comfort preference |
No refund or return; free fit and setup help |
Why we don't accept change-of-mind returns
Once a pillow has been slept on, it can't be cleaned to a standard where we could pass it on to another customer. Rather than build the cost of discarded returns into every price, we keep our pricing lower and put that effort into helping you choose the right pillow before you buy.
That's why our product page lists the Ruvana Contour Support Pillow's exact dimensions, heights, materials and care instructions, plus who it may not suit. If you're unsure whether it's right for you, email us before ordering and we'll help you decide.
Faulty, damaged or not as described
If something is wrong with your pillow, we'll make it right at no cost to you. This includes when your pillow:
- arrives damaged, crushed or with torn packaging that has damaged the pillow
- has a manufacturing defect, such as a split seam, torn or crumbling foam, or a broken zip
- does not fully expand within [72] hours of unpacking
- is materially different from the description, dimensions or photos on our website
- is not the item you ordered
Depending on the problem, we'll offer a replacement, a repair (for example, a new cover), or a full refund to your original payment method. If the problem is a major failure, you can choose between a replacement and a refund.
We cover all reasonable costs of resolving a genuine fault, including any return shipping if we ask you to send the item back. In most cases we only need photos, so you won't need to return the pillow.
What isn't covered
The following are not faults, so they don't qualify for a refund or replacement:
- the pillow is a different height, firmness or feel than you personally prefer, where it matches its description
- a mild new-product smell in the first few days, which fades with airing
- an adjustment period while you get used to a contoured pillow
- gradual softening from normal use over time
- damage caused by misuse, accidents, pets, or not following the care instructions (for example, machine-washing the foam core)
Not sure it's right for you? Contact us within [30] days of delivery. We'll help you check orientation, setup and pillowcase fit, as many comfort issues come down to how the pillow is positioned.
Cancelling an order
You can cancel for a full refund any time before your order is dispatched. Email us with your order number as soon as possible; orders are usually dispatched within [24–48] hours. Once an order has shipped, it can't be cancelled, and this policy applies.
How to make a claim
- Email contact@shopruvana.com with your order number and a short description of the problem.
- Attach clear photos or a short video showing the issue. For transit damage, include the outer packaging and shipping label.
- We'll reply within [2] business days with the next steps.
- If we approve a replacement, we'll ship it at no cost. If we approve a refund, we'll process it straight away.
Please report transit damage or a wrong item within [7] days of delivery, so we can raise it with our shipping partner. Manufacturing faults that appear later are still covered; just contact us as soon as you notice them.
Refunds, lost parcels and your rights
Refund timing. Approved refunds go back to your original payment method. They usually appear within [5–10] business days, depending on your bank.
Lost or undelivered parcels. If tracking hasn't updated for [10] business days, or shows delivered but you haven't received it, contact us. We'll investigate with the carrier and send a replacement or refund if the parcel can't be found. Please check your shipping address at checkout, as we can't cover parcels sent to an incorrect address you entered.
Your rights under local law. This policy is subject to the consumer laws of the country you live in. Nothing in it excludes, restricts or modifies any rights or remedies you have under those laws. If your local law gives you more protection than this policy, your local law applies.