Returns & Refunds

Your right to cancel

Under the Consumer Contracts Regulations 2013 you have the right to cancel your order within 14 days of receiving the goods, without giving a reason, and a further 14 days to send them back.

To cancel, just tell us before the 14 days are up — an email is enough. You don't need to give a reason, and we won't ask you for one.

Refunds

We'll refund you within 14 days of receiving the goods back, or of you providing evidence that you've sent them, whichever is sooner. The refund includes the standard outbound delivery charge you paid, less the £7 return postage.

You may inspect and handle the goods as you would in a shop. A deduction may be made from your refund only where the value of the goods has been reduced by handling beyond what is necessary to establish their nature, characteristics and functioning.

Refunds are issued to the original payment method.

How to return an item

Email info@shouldersleeper.co.uk with your order number and 'Return' in the subject line. We'll send you a returns label and the return address [CONFIRM: UK return address / 3PL] within one business day.

Return postage costs £7, which we deduct from your refund. That covers a change-of-mind cancellation only — if an item is faulty, damaged or not what you ordered, we cover the return and you pay nothing.

Please return items in their original packaging where possible, and keep proof of postage until your refund arrives.

Faulty or incorrect items

If anything arrives faulty, damaged or not as ordered, contact us straight away. Under the Consumer Rights Act 2015 you're entitled to a refund, repair or replacement — and in that case we cover the return postage.

Nothing in this policy affects your statutory rights.

Wrong size or side

The Shoulder Sleeper Pillow™ is made for a specific shoulder and a specific height range, so it's worth checking the sizing guide before you order. If you do order the wrong configuration, get in touch and we'll help you sort it out within your cancellation period.