Returns & Refunds Policy
Customer Satisfaction really matters for us and we will seek to reach a satisfactory for both parts resolution to any claim on product quality or expectations.Full Refunds Eligibility
First, we want you to be aware of your rights as a consumer and the legislation that you can appeal to. The following is the Legislation we adhere to as a minimum.
What are my rights if I change my mind? (14 Days)
If the item was bought online or on the phone then you have 14 days to return it under the Consumer Contract Regulations 2013. There are a few exceptions though, like some holidays, or items you’ve had made to order.
These rules don’t extend to items bought in store, though you have a number of rights for faulty or misrepresented items – but hold on to your receipt.
The jury is out on whether a photo of a receipt counts, so speak to the store before you go in to avoid an argument over the tills.
What if the goods are faulty? (30 Days)
You have lots of rights with goods or services that don’t work. However, there are certain time limits you need to bear in mind.
The Consumer Rights Act 2015 says that you have 30 days from the date the goods were purchased to return the item if it isn’t as described.
You’re entitled to a full refund within this period. Bear in mind it will go into the account of the person who bought the item. If you’re returning a gift, let the purchaser know.
What if it’s over 30 days? (ThatPillow Warranty)
If goods are faulty, you have up to six months to return the items. Here, the burden of proof is on the retailer to prove the item wasn’t damaged. It is allowed to have one crack at a repair or replacing the item, but after that, you can ask for a full refund.
"Even over the six months, all is not lost, though you will need to prove why you didn’t realise the item was damaged at the time of purchase, or that the problem isn’t just down to wear and tear. Be prepared to compromise. You could be looking at a repair or a replacement. If the product has been upgraded since, you aren’t entitled to the upgraded version. "
When do I get the money?
Aside from your rights buying goods online, 14 is a useful number to remember.
The retailer has 14 days to give you a refund from the point it receives the goods (or when you tell it you don’t want them, if the goods are digital). That includes delivery costs for returning damaged items, though the retailer only has to pay for the cheapest delivery option available.
What if the provider of goods or services says the item isn’t faulty?
The key thing here is whether the goods are ‘satisfactory quality’, ‘fit for purpose’ or ‘as described’. The latter option is pretty straightforward. Compare the item’s description with what you’ve got and if it’s misleading (not as described), make a complaint.
‘Fit for purpose’ is important to remember because you might not realise an item isn’t doing what it’s supposed to be doing until you’ve started using it – which might be some time after it was purchased. So if you’ve ordered blackout curtains that don’t actually black out the light, then you can argue they’re not fit for purpose.
We will not challenge a faulty product replacement request unless we see a potential case of abuse of these policies. This is based on customer fraud score provided by the payment processor (Shop, Stripe, etc), as well as type of claim. For most cases, and honest scenarios, we side with the customer and provide a satisfactory outcome.