Refund policy
We accept returns for faulty or incorrect items and eligible change-of-mind returns. Exchanges are available, subject to stock. This policy applies to orders placed with KneePillow; your statutory rights remain unaffected.
Returns at a glance
| Detail | Our policy |
|---|---|
| Return request window | 14 days after delivery for change-of-mind returns. After notifying us, you have a further 14 days to send the goods back. |
| Product condition | New items, with inspection allowed as you would in a shop. The separate faulty-goods rights below also apply. |
| Return method | By mail or courier to the return address we provide. |
| Change-of-mind return postage and label | Customer responsibility. Arrange and pay for the return postage. |
| Faulty, damaged or incorrect items | We arrange and cover return postage. |
| Exchanges | Accepted, subject to stock. |
| Restocking fee | No charge. |
| Refund processing time | Within 10 calendar days after receipt of the returned goods or evidence of return, whichever is earlier. |
Returns overview
We want you to love your purchase. Under the UK 14-day cooling-off period (Consumer Contracts Regulations 2013), you can tell us that you wish to cancel within 14 days after delivery, without giving a reason. You then have a further 14 days after telling us to send the goods back. The change-of-mind exceptions below apply only where permitted by law. You may inspect an item as you would in a shop; if its value is reduced by handling beyond what is needed to check it, we may make a deduction from the refund.
Backorders and made-to-order items
The same return terms apply to items sold as backorder, available to order, made to order or pre-order. A longer lead time does not itself make an item non-returnable. The 14-day change-of-mind return window starts after delivery, not when you place the order.
You may cancel before dispatch for a full refund. See our Cancellation Policy for how to cancel. If the order has already been dispatched, follow the return steps below.
Change of mind
You may inspect goods as you would in a shop. Please keep them in good condition and use the original packaging where possible. Opening ordinary packaging, including vacuum packaging, does not automatically remove your cancellation right. For goods genuinely unsuitable for return for health protection or hygiene reasons, the statutory exception applies only if they were supplied sealed and you unsealed them after delivery.
For change-of-mind returns, the customer is responsible for return shipping costs.
Non-returnable items
The statutory change-of-mind exception applies to:
- Goods genuinely unsuitable for return for health protection or hygiene reasons, supplied sealed and unsealed after delivery
These exclusions apply to change-of-mind returns only and do not affect your statutory rights if an item is faulty.
How to start a return
- Tell us what you want to return. Use the returns portal, email sale@kneepillow.co.uk or call +447441395503. Include your order number and items. In the portal, sign in, find your order and select Request return.
- Get the correct return address. We send the UK return address and instructions. You arrange and pay postage for change-of-mind returns; any warehouse identification label is not prepaid postage. We arrange and cover postage for faulty, damaged or incorrect items.
- Send your items back. Use the address we provide and keep proof of postage. Do not send returns to our Hanover Square registered office.
You can exercise your statutory cancellation right by email or phone without using the portal or giving a reason. Administrative approval does not limit that right.
Refund process
Refunds are issued to your original payment method within 10 calendar days after we receive the returned goods or evidence that you sent them back, whichever is earlier. Your payment provider may take additional time to display the credit.
For cancellation of a whole order under your statutory rights, we also refund the original standard delivery charge. If you chose a more expensive delivery option, we refund the cost of the least expensive standard delivery offered. We do not charge restocking fees.
Exchanges
Want a different size or colour? Exchanges are available for new items, subject to availability. Contact us to arrange one.
Damaged or defective items
Received a damaged, faulty or incorrect item? Please contact us as soon as you can — ideally within 48 hours of delivery — and include photos of the damage so we can put it right quickly. We will arrange a free replacement or full refund, and we cover return shipping for faulty, damaged or incorrect items. Reporting later does not affect your statutory rights under the Consumer Rights Act 2015, including the 30-day short-term right to reject faulty goods.
Keep all packaging until you have inspected your order.
Contact us
Email: sale@kneepillow.co.uk
Phone: +447441395503
Returns portal: account.kneepillow.co.uk
Registered office (no returns accepted here)
AFA Ecommerce Limited
15 Hanover Square
6th Floor, Lion Suite
London, England W1S 1HS
Nothing in this policy affects your statutory rights.
Last updated: 10 September 2026