Refund policy

Returns, Refunds & Cancellations

30-Night Sleep Trial

We offer a 30-Night Sleep Trial so you can test your pillow at home under real sleeping conditions.

If you are not satisfied, you may request a return within 30 days of receiving your order. Requests submitted after 30 days will not be eligible for a refund.

Because the body may take time to adjust to a new sleep product, customers must use the pillow for at least 14 consecutive nights before requesting a return under this trial.

The sleep trial is limited to one product per household and applies only to first-time purchases.

EU Statutory Right of Withdrawal (14-Day Cancellation Right)

If you are located in the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason, in accordance with EU Consumer Rights Directive 2011/83/EU.

Important – Hygiene Exclusion:

This right of withdrawal does not apply if the product's protective packaging has been opened or the product has been removed from its sealed packaging. For health and hygiene reasons, pillows and sleep products are explicitly excluded from the right of withdrawal once the packaging seal has been broken (Art. 16(e) of Directive 2011/83/EU).

This means: if you wish to exercise your statutory right of withdrawal, the pillow must be returned unused and in its original, unopened packaging.

These two rights are mutually exclusive:

  • If you have not opened the packaging, you may exercise your statutory right of withdrawal (14 days, unopened product).
  • If you have opened and used the pillow, you may apply for a return under our 30-Night Sleep Trial (used product, subject to our trial conditions).

You cannot exercise both rights for the same product.

Return Shipping – Statutory Withdrawal:

In cases of statutory withdrawal, return shipping costs are borne entirely by the customer. Original shipping fees are non-refundable. We recommend using a tracked shipping service, as we are not responsible for lost return shipments.

Refund – Statutory Withdrawal:

Upon receipt and confirmation that the product is unused and in its original sealed packaging, we will process your refund to the original payment method within 14 days.

How to Start a Return

To request a return under either the Sleep Trial or the statutory right of withdrawal, contact us at:
luvosleepbusiness@gmail.com

Please include your order number, the email address used for the order, a description of your reason for the return, and clear photos of the product and packaging.

Returns sent without prior authorization will not be accepted.

Return Eligibility – Sleep Trial

To qualify for a return under the 30-Night Sleep Trial, the product must be in clean and hygienic condition, must not show signs of misuse, damage, stains, odors, pet hair, or excessive wear, and must only have been used for normal sleeping purposes. The product must be returned in its original packaging whenever possible.

Products that do not meet these conditions may be rejected or result in a partial refund only.

Non-Returnable Situations

Returns and refunds will not be accepted in the following situations: the return request is made after the 30-day trial period, the product has been intentionally damaged or misused, the product shows excessive wear, stains, odors, or hygiene issues, the customer ordered the wrong product or variation, the product was purchased during a final sale or promotional clearance event, the return was sent without prior approval, or the product does not meet our return eligibility requirements.

We reserve the right to deny returns or refunds in cases of suspected abuse of the sleep trial policy.

Damaged, Defective, or Incorrect Items

Please inspect your order immediately upon delivery. If your item arrives damaged, defective, or incorrect, contact us within 48 hours of delivery at luvosleepbusiness@gmail.com. Please provide your order number, clear photo or video evidence of the issue, and photos of the shipping packaging. Once approved, we will arrange a replacement or refund.

Return Shipping – Sleep Trial

Unless the item is confirmed defective or incorrect, return shipping costs are the responsibility of the customer. Original shipping fees are non-refundable. We recommend using a tracked shipping service.

Refunds – Sleep Trial

Once your return is received and inspected, we will notify you of the approval status. If approved, refunds will be issued to the original payment method within 10 business days. Please note that banks and payment providers may require additional processing time.

Order Changes & Cancellations

Orders are processed quickly. If you need to modify or cancel your order, contact us within 4 hours of placing it. Once an order has entered processing or shipment preparation, cancellations or modifications may no longer be possible.

Questions?

Contact us at luvosleepbusiness@gmail.com. Please always include your order number.