Refund policy

Return and Refund Policy
Effective Date: June 19, 2026
Business: pillowra
Support Contact: cappellocimini190@outlook.com
Physical Location: 2908 30th St SE, Washington DC 20020, United States

1. Return Eligibility
Unused, unsoiled merchandise with intact original packaging and tags can be returned within 30 calendar days after delivery. Customized pillows, clearance final-sale goods, and hygiene bedding products are non-refundable and non-returnable.
2. Return Request Process
Send an email with your order ID, item photos and return reason to our support inbox. We will respond within 24 hours and issue official return authorization & shipping guidelines. Unauthorized return shipments will be rejected and returned at buyer’s expense.
3. Return Shipping Charges
- If items arrive damaged, defective, or shipped incorrectly due to our error: We fully cover all return shipping fees.
- Voluntary customer returns for personal preference: Buyer bears all return shipping fees; original outbound delivery charges cannot be refunded.
4. Restocking Fee Rule (DC Compliance)
A reasonable restocking fee up to 20% of the item purchase price may apply for eligible voluntary returns, in accordance with District of Columbia UCC consumer regulations. All fees will be clearly disclosed before return approval.
5. Refund Processing Timeline
Once returned items are received and inspected, full refunds will be issued to your original payment method within 7 business days, complying with FTC mail-order merchandise rules requiring prompt refunds within 7 working days of eligibility. A refund confirmation email will be sent upon completion.
6. Damaged Item Claims
Submit clear defect photos and your order number within 48 hours after receiving your parcel. We offer complimentary replacement or full refund with zero extra fees.
7. DC Consumer Protection Compliance
This policy fully complies with District of Columbia Department of Consumer and Regulatory Affairs online retail return disclosure requirements, with all return restrictions clearly visible prior to checkout.