Refund policy
Easy returns, hassle-free refunds
📦 Returns Overview
We want you to love your purchase. Under the UK 14-Day Cooling-Off Period, if you're not completely satisfied, you can return new, unused items within 14 days of delivery for a full refund.
✓ Exchanges available
✓ No restocking fees
🤔 Change of Mind
You may return an item if it is:
- Unused
- In original condition
- In unopened original packaging
Please note: For "change of mind" returns, the customer is responsible for the return shipping costs.
❌ Non-Returnable Items
For hygiene and safety reasons, we cannot accept returns on:
- Personal care items
- Items marked as final sale
- Gift cards
- Items damaged through misuse
- Used or opened items
📋 How to Submit a Return Request
💷 Refund Process
Once we receive your return:
- Inspection: 1–2 business days
- Refund initiated: Within 10 business days of receipt
- No restocking fees: Full refund for eligible returns
Refunds are issued to the original payment method.
🔄 Exchanges
Want a different size or colour? We're happy to help with exchanges:
- Available for new items only
- Subject to availability
- Contact us to arrange an exchange
⚠️ Damaged or Defective Items
Received a damaged or faulty item? We're sorry!
- Contact us within 48 hours of delivery
- Include photos of the damage
- We'll arrange a free replacement or full refund (we cover the return shipping costs for defective items)
📞 Contact Us
Need help with your return? Our team will guide you through the process.
Email: sale@kneepillow.co.uk
Phone: +447441395503
Return Portal: account.kneepillow.co.uk
Registered Office Address (No returns accepted here):
207 Regent Street, Third Floor, Suite 8-120
kneepillow - AFA Ecommerce Limited
London England W1B3HH
Last updated: March 10, 2026