Refund policy
At Haus Of Pillows, customer satisfaction is extremely important to us. We want you to feel confident when placing your order, which is why we offer a 30-day money-back guarantee on eligible purchases.
Please read the following policy carefully before requesting a return.
30-Day Return Window
You may request a return within 30 calendar days of the date your order is delivered.
To be eligible for a return, the item must be:
- unused or only minimally handled,
- in very good condition or new condition,
- free from significant damage, stains, odors, misuse, or heavy wear,
- returned with its original packaging whenever possible.
We reserve the right to refuse returns that do not meet these conditions.
How to Request a Return
To initiate a return, please contact our support team first at:
Please include:
- your full name,
- your order number,
- the item(s) you wish to return,
- and the reason for the return.
Once your request has been reviewed, we will provide you with the appropriate return instructions and return address.
Please do not send items back without contacting us first, as our return address may vary depending on stock location and logistics routing.
Return Shipping Costs
Unless otherwise required by applicable law, return shipping costs are the responsibility of the customer.
We do not reimburse original shipping fees, expedited delivery fees, customs charges, duties, or any other non-standard service fees, unless the return is due to:
- a damaged item received,
- an incorrect item received,
- or a confirmed order fulfillment error on our side.
We do not charge any restocking fees for returned items.
We do not offer final sale items; all eligible products are covered by our standard return policy.
Return Address
Our products may ship from Germany or from other international warehouses, depending on stock availability and destination.
For this reason, the return address is not automatically the same as the shipping origin and must always be requested from our support team before sending any item back.
Condition Inspection
Once your return is received, it will be inspected by our team.
If the returned item is approved, your refund will be processed.
If the returned item shows signs of:
- heavy use,
- damage caused by the customer,
- missing parts not caused by us,
- improper packaging during return transit,
- or any condition that makes the product unsuitable for resale,
we may:
- reject the return,
- apply a partial refund,
- or send the item back to you at your expense.
Refund Processing Time
Approved refunds are issued to the original payment method within 7 to 10 business days after the return has been received and validated.
Please note that depending on your bank, card issuer, or payment provider, it may take additional time for the funds to appear on your account.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery at:
Please include:
- your order number,
- clear photos of the item,
- clear photos of the packaging,
- and a short explanation of the issue.
We will review the situation as quickly as possible and provide an appropriate solution.
Non-Returnable Situations
We may refuse returns in cases including, but not limited to:
- returns requested after the 30-day period,
- items returned in poor condition,
- items returned without prior contact,
- items intentionally damaged or altered after delivery,
- or returned parcels refused or abandoned by the customer.
Delayed or Missing Refunds
If you have not received your refund after the expected processing time:
- check your bank account again,
- contact your card issuer or payment provider,
- then contact our support team if necessary.
Contact
For all return and refund questions, please contact:
Haus Of Pillows Support Team
Email: support@hausofpillows.com