Refund policy
Returns & Refunds
The short version
You have two separate rights, and you can use either one.
14 days to change your mind — your legal right, no reason needed.
100 nights to change your mind about how it sleeps — our own trial, on top of the above.
Either way, you don't post the pillow back to us.
1. Cancelling within 14 days
Under the Consumer Contracts Regulations 2013, you have 14 days from the day you receive your order to cancel it, for any reason. You don't have to explain why.
Email hello@luneandwillow.com with your order number and tell us you're cancelling. We'll refund you in full, including the standard delivery you paid.
You don't need to send the pillow back. Return shipping on a bulky item costs more than the pillow is worth, so we'd rather you kept it, passed it to a guest room, or gave it to someone who'll use it.
This right applies to every order, including discounted ones. Nothing on this page affects it.
2. The 100-Night Trial
A pillow takes a while to judge. Our trial gives you longer than the law requires.
Nights 1–30 — just sleep on it. We don't accept trial requests in the first thirty nights. It takes about a month to stop noticing a new pillow, and "I wasn't sure on night two" isn't a fair test.
Nights 30–100 — get in touch. Email us with your order number and one photo of the pillow, with the order number written on a piece of paper beside it.
We'll offer to fix it first. A replacement, or a different colour if the feel isn't right for you. Most of the time, that's the end of it.
If that doesn't work — full refund. And you don't post anything back.
Why the photo? A promise this open only survives if a handful of people don't take it for a ride. One photo keeps it available for everyone else.
Trial conditions: one claim per household. On 4-packs, unopened pillows must be returned before a refund is issued — we'll cover that postage.
Damaged, faulty or wrong item
Check your order when it arrives. If anything is damaged, faulty or not what you ordered, email us straight away with a photo. We'll replace it or refund you, whichever you prefer. This applies regardless of the timeframes above and doesn't affect your rights under the Consumer Rights Act 2015.
Refunds
Once we've approved a refund, it goes back to your original payment method within 14 days. Your bank may take a few working days beyond that to show it.
If more than 14 days have passed since we confirmed your refund and nothing has arrived, email hello@luneandwillow.com and we'll chase it.
Gift cards
Gift cards are non-refundable.
Questions about any of this: hello@luneandwillow.com