Refund policy
The Proper Pillow Co. Last updated: June 6, 2026
We want you to feel completely confident ordering your Proper Pillow. If something isn't right, returning it is straightforward.
The 100-Night Trial
Every Proper Pillow comes with a 100-Night Trial. We want you to properly try your pillow at home - in your own bed, for real nights of rest. The best way to know if a pillow is right for you is to sleep on it.
If at any point within the first 100 nights it's not the right fit, you can return it for a full refund. No pressure, no complicated process.
Your 100-night trial begins from the day your pillow is delivered.
How to Start a Return
Contact us at support@properpillow.co or via our contact form within 100 nights of delivery. We'll arrange a free return label and guide you through the process.
Please don't send your pillow back without contacting us first - we need to arrange the return label so that return shipping is covered.
Return Condition
We ask that returned pillows are in good condition and not damaged beyond normal use. This simply means the pillow hasn't been torn, heavily soiled, or otherwise damaged.
You don't need to keep the original packaging. Just make sure the pillow is packaged securely so it's protected on its way back to us.
We recommend using a pillow case at all times during the trial - this helps keep the pillow in good condition.
Packaging size note: Our courier has parcel size limits. To check your package is suitable, add together the two shortest sides, multiply by two, then add the length. The total must be less than 245 cm, and the maximum parcel length is 120 cm.
Return Shipping
Return shipping costs within the UK are covered by us. We'll send you a prepaid return label once your return is approved.
Refunds
Once your pillow is received and checked, your refund will be processed back to your original payment method within 7 days - though we'll aim to do this sooner where possible.
Please allow additional time for your bank or card provider to process the payment on their end.
Bundle purchases: If you return a pillow purchased as part of a discounted bundle, the refund will reflect the discounted price paid for that item within the bundle.
Faulty or Incorrect Items
If your pillow arrives damaged, faulty, or if you receive the wrong item, please contact us at support@properpillow.co as soon as possible. We'll resolve it promptly - either with a replacement or a full refund, at your preference.
2-Year Guarantee
In addition to the 100-Night Trial, every Proper Pillow comes with a 2-year guarantee against manufacturing defects and faults that shouldn't occur through normal use.
The guarantee does not cover normal wear and tear, accidental damage, or changes in comfort preference over time.
If something doesn't seem right, contact us and we'll be happy to help.
Your Statutory Rights
Nothing in this policy affects your statutory rights as a consumer under UK law. Under the Consumer Contracts Regulations 2013, you also have the right to cancel an unopened, unused order within 14 days of delivery. Contact us at support@properpillow.co to exercise this right.
If you have placed a pre-order and wish to cancel before dispatch, please refer to Section 4A of our Terms of Service or contact us directly at support@properpillow.co.
A Note on Returned Pillows
Every pillow we send out is brand new and unused. Returned pillows are never resold to other customers - we look to donate them to charity to reduce waste.
Fair Use
The 100-Night Trial is designed to help customers find the right pillow. We reserve the right to limit or refuse returns where the policy is being misused.
Questions?
Get in touch at support@properpillow.co - we're here to help.
The Proper Pillow Company Ltd Registered in England and Wales Company Registration Number: 17075559 Registered Office: 20 Wenlock Road, London, England, N1 7GU