Refund policy

TLDR
If it’s damaged, we’ll refund the entirety of your purchase, including shipping costs.

If you change your mind or the item doesn’t fit correctly, you can return it up to 7 days from delivery. You will need to pay for the return shipping. Find our return guide here.


Detailed
Pillow and I must abide by the Australian Consumer Law (ACL) refund and return policies. Under ACL, if a product is being returned simply because the customer has changed their mind or a gift recipient doesn’t like the colour, refunding or exchanging the item is at our discretion. 

We know that choosing the right size while online shopping can be difficult, so to ease your mind you have the option to return the product up to 7 days from delivery at your expense.

Please email pillowandiaus@gmail.com for returns guidance.

However, if the item is broken, unsafe or doesn’t do what it’s meant to do, we have an obligation to refund, repair or exchange it. The ACL has clear guidelines on guarantees, warranties and refund policies, that we must follow and encourage you to read through.

Here are some of the most important policies that we are governed by to ensure your consumer rights are upheld:

  • Displaying a ‘no refund’ sign is against Australian Consumer Law. (Even saying ‘no refund on sale items is not allowed.)

  • If the product is not of acceptable quality and needs repairs, you can’t charge the customer to fix it, nor can you simply refer the customer to the manufacturer.

  • If the fault is major, you should offer to refund or replace the item, rather than repair it.

  • If the item is bulky, you should pay for its transportation.

  • If you’re repairing or replacing the item, you must tell the customer if a replacement is second-hand or refurbished with used parts.

  • Repairs must be completed within a reasonable time.

  • Items don’t have to be returned in the original packaging and if the customer has lost the receipt, proof of purchase by a credit card statement, confirmation or receipt number from an internet or phone transaction should still be accepted.