Refund policy

At Bolster Pillows, we want you to be happy with your purchase. If you've changed your mind or there's a problem with your order, we're here to help.

Please read our returns and refunds policy below.

Changing Your Mind

If you decide that your bolster pillow isn't right for you, you have the right to cancel your order within 14 days of receiving it, without giving a reason.

To arrange a return, please contact us within this period using the contact details provided on our website, quoting your order number.

Once you've notified us that you'd like to cancel, you'll have a further 14 days to return the item.

We'll provide you with the appropriate return address and instructions.

Return Conditions

When returning an unwanted item, please:

  • Package it securely to prevent damage during transit.

  • Include your order number or other information that allows us to identify your return.

  • Return any accessories or covers supplied with the product.

You're welcome to inspect your pillow as you would in a shop. However, if the item has been handled beyond what's necessary to establish its nature, characteristics and suitability, we may make a deduction from your refund to reflect any reduction in its value, where permitted by law.

We recommend obtaining proof of postage when returning an item.

Return Postage

If you're returning a pillow because you've changed your mind, you are responsible for the cost of return postage.

We'll provide return instructions when you contact us. Please don't send items back without first contacting us to confirm the appropriate return address.

If your item is faulty, damaged or incorrect, we'll cover reasonable return costs where a return is necessary.

Damaged, Faulty or Incorrect Items

If your order arrives damaged, faulty or incorrect, please contact us as soon as possible.

Include your order number, a description of the problem and, if possible, photographs showing the issue.

We'll review the problem and arrange an appropriate resolution, which may include a replacement, repair or refund in accordance with your statutory rights.

Under the Consumer Rights Act 2015, customers generally have a 30-day right to reject faulty goods for a refund. Additional rights to repairs, replacements or other remedies may apply after this period.

You won't be charged return postage for items that are faulty or not as described.

Refunds

If you cancel your order within the statutory 14-day cancellation period, we'll refund the amount paid for the returned products, including any applicable standard delivery charges.

Refunds will be issued to your original payment method.

Where goods are being returned, we'll process your refund without undue delay and no later than 14 days after receiving the returned item or receiving evidence that you've sent it back, whichever is earlier.

Where permitted by law, a deduction may be made if the product's value has been reduced through handling beyond what's necessary to inspect it.

Your bank or payment provider may take additional time to make the refund available in your account.

Cancelling an Order Before Dispatch

If you'd like to cancel an order before it has been dispatched, please contact us as soon as possible.

If the order hasn't yet been dispatched, we'll arrange a cancellation and refund.

If it has already been dispatched, you can still exercise your statutory cancellation rights and follow the returns process outlined above.

How to Request a Return

To request a return or report a problem with your order:

  1. Contact us using the details on our website.

  2. Include your order number and explain whether you're returning an unwanted item or reporting a problem.

  3. We'll provide the relevant return instructions and address, or explain the next steps for resolving your issue.

Please contact us before posting an item back, as return arrangements may vary depending on the circumstances.

Your Statutory Rights

Nothing in this policy affects your statutory rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.