Refund policy

Last updated: 20 September 2026

At Pillowheaven, we want you to feel confident when shopping with us. If you are not satisfied with your purchase, please review our return and refund policy below.

1. Returns

We accept eligible returns within 30 days of receiving your order, provided the product is unused, in its original condition, and returned with its original packaging where reasonably possible.

To request a return, contact support@pillowheaven.co.za with your order number and reason for the return. Please wait for return instructions before sending any item back.

Products that have been used, damaged through misuse, or returned in an unsuitable condition may not qualify for a change-of-mind return, subject to your legal rights.

2. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, contact us as soon as possible at support@pillowheaven.co.za.

Please include your order number, a description of the issue, and photographs where appropriate. We will assess the issue and arrange an appropriate solution in accordance with applicable consumer protection laws.

3. Refunds

Once your return has been received and inspected, we will notify you whether your refund has been approved.

Approved refunds will generally be processed using the original payment method. The time it takes for the funds to appear in your account may depend on your bank or payment provider.

Original shipping fees and return shipping costs may not be refundable for change-of-mind returns, unless required by law or otherwise agreed by Pillowheaven.

4. Exchanges

If you need to exchange an item, contact us at support@pillowheaven.co.za. Exchanges are subject to product availability and applicable consumer rights.

5. Return Shipping

For change-of-mind returns, customers may be responsible for the cost of returning the item.

If an item is defective, damaged, or incorrectly supplied, we will handle the matter in accordance with applicable consumer protection laws.

6. Order Cancellations

If you wish to cancel an order, contact us as soon as possible. We cannot guarantee cancellation once an order has been processed or dispatched.

Your statutory cancellation rights, including any applicable rights for online purchases, remain unaffected by this policy.

7. Consumer Rights

Nothing in this policy limits or excludes any rights you may have under South African consumer protection laws, including the Consumer Protection Act.

8. Contact Us

For returns, refunds, or exchanges, contact:

Pillowheaven

Email: support@pillowheaven.co.za