Return & Refund Policy

Our Return & Refund Approach

At Pillowtrip, we want your shopping experience to be as straightforward as possible. If you need to return an eligible item, this policy explains the conditions, timeframe, return process, free shipping, and full refund procedure.

All amounts referenced in this policy are in USD unless stated otherwise.

Return Window

You have 30 calendar days from the date your order is marked as delivered to request a return for an eligible item.

Return requests submitted after this 30-day period has expired generally cannot be accepted. We recommend contacting us as soon as possible if you believe you need to return your purchase.

What Can Be Returned

You may request a return when an eligible item falls within the applicable return window and meets the conditions described below.

• The item arrived damaged during shipping.
• The item is defective.
• You received an incorrect item.
• You changed your mind after receiving the item.
• The item remains within the eligible return period and satisfies our return conditions.

Conditions for a Valid Return

To qualify for an approved return, the item should meet all applicable conditions below.

• The return request is submitted within 30 calendar days of delivery.
• The item is unused and returned in its original condition.
• The original packaging and included accessories are returned where applicable.
• The item does not show damage, excessive wear, modification, or misuse that occurred after delivery.
• Proof of purchase or a valid Pillowtrip order number is provided.

Requesting a Return

Before shipping an item back, please contact Pillowtrip at info@vornex.pro and request return authorization.

Once your request has been reviewed, we will provide the appropriate free return shipping instructions.

How the Return Process Works

Free Return Shipping

Return shipping is completely free for all approved returns at Pillowtrip.

Free Restocking Fee

Pillowtrip does not charge any restocking fee on approved returns.

Exchanges

We currently do not offer direct exchanges.

If you would like a different product or another variation, you may return the eligible item under this policy for free and place a new order separately.

Items That Cannot Be Returned

Certain items or situations may not qualify for a return, including:

• Items that have been used, altered, modified, or damaged after delivery through improper handling.
• Products returned without required original packaging or included accessories, where applicable.
• Products showing damage caused by misuse or improper care after delivery.
• Return requests submitted after the 30-day return window.
• Gift cards, if offered by Pillowtrip.

Shipping Your Return Safely

When using our provided prepaid return shipping label, tracking information is automatically included to confirm that your return was shipped and allows both you and Pillowtrip to monitor its progress.

How the Refund Process Works

Once your returned item arrives at our facility, our team will inspect it to determine whether it meets the applicable conditions for a full refund.

After the inspection is completed, we will notify you by email whether your full refund has been approved.

Approved refunds are issued to the same payment method originally used to place the order. We generally cannot redirect an approved refund to a different payment method or account.

How Long Refunds Take

Once we have received and inspected your return, approved full refunds are typically processed within 10 business days.

After Pillowtrip issues the refund, your bank, card issuer, or payment provider may require additional time before the funds appear in your account.

If Your Refund Hasn't Arrived

If you believe your refund should have arrived but you do not see it yet, we recommend checking the following first:

• Check your payment account or bank statement.
• Contact your payment provider to ask about refund processing times.
• Check with your bank, as posting times can vary between financial institutions.

If you have completed these checks and still need assistance, please contact us at info@vornex.pro .

Damaged, Defective, or Incorrect Items

If an item arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery so we can review the issue promptly.

• Your Pillowtrip order number.
• Clear photos of the item received.
• Clear photos of the outer shipping packaging.
• A brief description of the problem.

Approved returns involving damaged, defective, or incorrect items receive a 100% full refund with no shipping or restocking fees.

Refunds & Promotional Discounts

If your order was purchased using a discount code, promotional offer, or other price reduction, any approved refund will generally reflect the amount actually paid for the returned item.

Want to Cancel Instead?

If you would prefer to cancel your order before it ships, contact us as soon as possible after placing the order.

Cancellation requests can generally only be accommodated if the order has not yet entered fulfillment or shipment.