Refund policy
REFUND POLICY
Last updated: 13 Septembernub September 202landers6
02026
At TRYLUXE, we want you to shop with confidence. This policy explains how returns, exchanges and refunds work for our ergonomic memory foam pillow.
14-DAY RETURNS
You may request a return within 14 calendar days of receiving your order.
To start a return, contact us at tryluxe@outlook.com before the 14-day period expires.
This policy does not limit your statutory consumer rights.
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RETURN CONDITIONS
To qualify for a return, the pillow and its cover must be returned:
• In their original condition
• Clean and undamaged
• Free from stains, hair and odours
• With all included components
• In the original packaging where reasonably possible
You will also need your order number or proof of purchase.
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You may inspect the product as you would in a physical shop. Where permitted by law, we may reduce the refund to reflect any loss in value caused by handling beyond what is reasonably necessary to inspect the product.
HOW TO REQUEST A RETURN
Email tryluxe@outlook.com and include:
• Your full name
• Your order number
• The email address used at checkout
• The reason for the return
Once your request has been reviewed, we will provide the return instructions and the correct return address.
Please do not return the product before receiving instructions from our customer support team.
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RETURN SHIPPING
Return shipping is free for returns accepted under this policy. We will provide the applicable return instructions.
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Original standard delivery charges will be refunded where required by law. Additional costs resulting from a premium or upgraded delivery method are not refundable unless required by law.
DAMAGED, DEFECTIVE OR INCORRECT ITEMS
Please inspect your order when it arrives.
If your pillow is damaged, defective or different from what you ordered, contact us as soon as possible at tryluxe@outlook.com.
Include your order number and clear photographs of the product and its packaging so we can review the issue and provide an appropriate solution.
REFUNDS
We will notify you after receiving and inspecting your return.
If the return is approved, the refund will be issued to your original payment method. Your bank or payment provider may require additional time to process and display the refund.
Where you exercise a legal right to cancel, we will issue the refund within the period required by applicable law. Where legally permitted, we may withhold the refund until we receive the returned product or evidence that it has been sent.
EXCHANGES
Exchange requests must be submitted within 14 days of delivery and are subject to product availability.
If a direct exchange is unavailable, we may ask you to return the product for a refund and place a new order.
ORDER CHANGES AND CANCELLATIONS
Contact us immediately if you need to change or cancel your order.
We will do our best to help, but changes or cancellations cannot be guaranteed after processing has started. If your order has already shipped, you may request a return after receiving it.