Terms of service
The Proper Pillow Co. Last updated: June 6, 2026
A note before we begin
We started The Proper Pillow Co. because we believe people deserve better sleep - and better begins with the right pillow. These terms exist to make our relationship clear and fair. We've written them in plain English and made them specific to UK law, so you know exactly where you stand.
If you have any questions about anything below, please get in touch at support@properpillow.co.
Overview
These Terms of Service ("Terms") govern your use of our website at properpillow.co and any purchase you make from us. The Proper Pillow Co. is powered by Shopify, which enables us to provide our services to you.
By visiting or purchasing from our store, you agree to these Terms. If you don't agree, please don't use our store. These Terms should be read alongside our Privacy Policy.
Section 1 - Who we are
The Proper Pillow Co. is operated by The Proper Pillow Company Ltd.
The Proper Pillow Company Ltd Registered in England and Wales, Company Registration Number: 17075559 Registered Office: 20 Wenlock Road, London, England, N1 7GU Email: support@properpillow.co
These Terms are governed by the laws of England and Wales, and any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.
Section 2 - Your statutory rights
Nothing in these Terms affects your statutory rights as a consumer under UK law, including your rights under:
- The Consumer Rights Act 2015 - goods must be of satisfactory quality, fit for purpose and as described
- The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 - you have the right to cancel most purchases within 14 days of receiving your order without giving a reason
- The Sale of Goods Act 1979 (as amended)
If there is ever a conflict between these Terms and your statutory rights, your statutory rights take precedence.
Section 3 - Our products
We do our best to accurately represent our pillows - their design, materials, dimensions and benefits. However, colours may appear slightly different on screen depending on your device settings.
We stand behind everything we sell. That's why every pillow comes with a 100-night trial. If it's not right for you, return it for a full refund - no awkward questions.
We reserve the right to change product descriptions, discontinue products or limit quantities at any time. If a product you've ordered becomes unavailable, we'll contact you promptly and offer a full refund.
Section 4a - Placing an order
When you place an order with us, you're making an offer to purchase. We'll confirm acceptance by email. Please review your order carefully before submitting - once accepted, we may not be able to accommodate changes, though we'll always try our best if you contact us quickly.
Your right to cancel is set out in Section 6 below.
Section 4b - Pre-orders
From time to time we offer products for pre-order before they are available to dispatch. When you place a pre-order, the following applies:
Payment is taken in full at the time of ordering. By placing a pre-order you authorise us to charge your payment method immediately.
We will provide an estimated dispatch date at the time of purchase and in your order confirmation email. This date is an estimate and not a guarantee. If the estimated dispatch date changes materially, we will notify you by email as soon as possible.
You may cancel your pre-order at any time before dispatch and receive a full refund. To cancel, contact us at support@properpillow.co.
Once your pre-order has been dispatched, our standard returns policy and 100-night trial apply in full.
If we are unable to fulfil your pre-order for any reason, we will notify you promptly and issue a full refund within 7 days.
Section 5 - Pricing and payment
Prices are shown in British Pounds (GBP).
We reserve the right to update prices at any time. The price you pay will always be the price shown at the time you place your order, confirmed in your order confirmation email.
We accept payment via the methods shown at checkout. Payment is taken at the time of order.
Section 6 - Your right to cancel
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods without giving any reason. As pillows are a hygiene product, this statutory right applies to unopened and unused items only.
To exercise this right, contact us at support@properpillow.co within 14 days of receiving your order. We'll arrange the return and issue a full refund within 14 days of receiving the goods back.
If you have already opened or used your pillow, our 100-night trial covers you instead. If you're not satisfied at any point within the first 100 nights, contact us and we'll arrange a free return and full refund - no awkward questions. Please see our Returns Policy for full details.
Section 7 - Delivery
We offer free delivery across the UK. Estimated delivery times are provided at checkout and in your order confirmation, but these are estimates and not guaranteed.
Once your order has been dispatched, we'll send you a tracking number. If your order is delayed or lost in transit, please contact us and we'll do everything we can to resolve it.
Risk in the goods passes to you on delivery.
Section 8 - Intellectual property
All content on our website - including text, images, product photography, branding, and design - belongs to The Proper Pillow Co. or its licensors and is protected by copyright and other intellectual property laws.
You may not reproduce, distribute or use our content for commercial purposes without our prior written consent.
Section 9 - Your account
If you create an account with us, you're responsible for keeping your login details secure. Please don't share your password with anyone. Let us know immediately if you suspect unauthorised use of your account.
Section 10 - Acceptable use
Please use our store as it's intended - to browse and purchase our products for personal use. You agree not to:
- Use our store for any unlawful purpose
- Attempt to gain unauthorised access to our systems
- Use automated tools to scrape or extract data from our site
- Transmit any harmful, offensive or misleading content
We reserve the right to restrict or terminate access to our store if these conditions are breached.
Section 11 - Third-party links and services
Our website may include links to third-party sites. We're not responsible for the content or privacy practices of those sites. Our store is powered by Shopify - any sales are made directly with The Proper Pillow Co., not with Shopify.
Section 12 - Limitation of liability
We don't limit our liability for anything that cannot be limited by law, including liability for death or personal injury caused by our negligence, fraud, or anything else where limitation is prohibited under UK law.
Subject to the above, our total liability to you in connection with any order shall not exceed the amount you paid for that order.
We're not liable for losses that are indirect, consequential or that we couldn't have reasonably foreseen when you placed your order.
Section 13 - Feedback and reviews
We love hearing from customers. If you share feedback, suggestions or reviews with us, you give us permission to use them to improve our products and services, and to share them on our website and marketing (with your permission where required).
Section 14 - Changes to these terms
We may update these Terms from time to time. We'll always post the current version on this page with an updated date.
Your continued use of our store after changes are posted means you accept the updated Terms.
Section 15 - Complaints
If you're not happy with anything, please contact us first at support@properpillow.co. We'll do our best to resolve it.
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 support@properpillow.co