Refund policy
Easy returns and hassle-free refunds.
Returns overview
We want you to love your purchase. Under the UK 14-day cooling-off period (Consumer Contracts Regulations 2013), if you are not completely satisfied you can return items within 14 days of delivery for a full refund. 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.
14-day money-back guarantee on new items
Exchanges available subject to stock
No restocking fees
Change of mind
Please return items unused, in original condition and, where possible, in the original packaging. Hygiene-sealed items (such as vacuum-sealed pillows and bedding) can only be returned if the seal is unbroken.
For change-of-mind returns, the customer is responsible for return shipping costs.
Non-returnable items
For hygiene and safety reasons we cannot accept returns on:
- Hygiene-sealed items (including vacuum-sealed pillows and bedding) once the seal is broken
- Personal care items once opened, for hygiene reasons
- Gift cards
- Items damaged through misuse
These exclusions apply to change-of-mind returns only and do not affect your statutory rights if an item is faulty.
How to submit a return request
| Step | What to do |
|---|---|
| 1 | Go to account.kneepillow.co.uk and sign in. |
| 2 | Find your order and select Request return. |
| 3 | Choose the items, the reason for return, and add a note. |
| 4 | Submit your return request. Once it is approved you will receive the warehouse label to print and the UK fulfilment address. Do not post returns to our Hanover Square office. |
Refund process
| Stage | Timing |
|---|---|
| Inspection on arrival | 1–2 business days |
| Refund initiated | Within 10 business days of receipt |
| Restocking fee | None |
Refunds are issued to the original payment method.
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 or faulty 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 defective 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: +44 7441 395503
Returns portal: account.kneepillow.co.uk
Registered office (no returns accepted here)
15 Hanover Square, 6th Floor, Lion Suite
KneePillow — AFA Ecommerce Limited
London, England W1S 1HS
Nothing in this policy affects your statutory rights.
Last updated: 27 August 2026