Refund and Returns Policy

Last Updated: October 28, 2026

At Houselayer, we want you to feel informed and confident when shopping for pillows. This Refund and Returns Policy explains how to request a return, report a problem with an order, or obtain a refund.

Please read the following information before submitting a return request.

1. Return Eligibility

You may request a return within 30 days of delivery, subject to the conditions outlined in this policy and any mandatory consumer rights that apply to your purchase.

To be eligible for a standard return, an item should generally meet the following conditions:

It is unused and in its original condition.
It is clean and free from stains, odors, damage, or signs of use.
Original packaging, labels, and included accessories are retained where reasonably possible.
Proof of purchase or a valid order number is provided.

Because pillows are products used in close contact with the body, we may need to assess their condition carefully before accepting a standard change-of-mind return.

Items that have been used, washed, soiled, or damaged after delivery may not qualify for a standard return, subject to applicable consumer protection laws.

Nothing in this policy limits any non-excludable statutory rights you may have.

2. Items Received Damaged, Defective, or Incorrect

Please inspect your order after delivery.

If your pillow arrives damaged, has a manufacturing defect, or differs from the item you ordered, contact us as soon as reasonably possible at help@houselayer.info.

To help us assess the issue, please provide:

Your order number.
A brief description of the problem.
Clear photographs of the item and any relevant packaging, where appropriate.

We will review the information and explain the available resolution. Depending on the circumstances and applicable law, this may include a replacement, repair where appropriate, refund, or another suitable remedy.

Please do not discard a damaged or incorrect item until we have provided instructions, unless keeping it would create a safety or hygiene concern.

3. How to Request a Return

To begin a return, email help@houselayer.info with the subject line Return Request.

Please include your order number, the item you wish to return, and the reason for your request.

Our customer service team will review your request and provide return instructions if the return is approved. Please wait for these instructions before sending an item back.

Returns sent without prior contact may take longer to identify and process.

4. Return Shipping Costs

For approved change-of-mind returns, the customer is generally responsible for return shipping costs unless otherwise stated at the time of purchase or required by applicable law.

If the return is necessary because we sent an incorrect item or the product arrived damaged or defective, we will explain the appropriate return shipping arrangements in accordance with applicable law.

We recommend using a trackable shipping service and keeping your shipping receipt until the return has been resolved.

Houselayer cannot guarantee the outcome of a return shipment that is lost before it reaches the designated return location.

5. Refund Eligibility and Processing

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

Approved refunds will generally be issued to the original payment method. If that method is unavailable, we will contact you to discuss an appropriate alternative, subject to applicable law.

After approval, please allow approximately 5–10 business days for the refund to be processed by us. Your bank or payment provider may require additional time for the funds to appear in your account.

The actual processing time may vary depending on your payment provider and financial institution.

6. Refund Amounts and Shipping Charges

For approved returns, the refund amount will be determined according to the circumstances of the return and applicable law.

Original shipping charges may not be refundable for change-of-mind returns where permitted by law. Where a refund of shipping costs is required because of an error, defect, or other legally protected reason, the applicable amount will be included.

Any deductions or return-related charges will be communicated where required before the return is completed.

7. Exchanges

If you would like a different pillow or an alternative item, please contact us before returning your purchase.

Exchanges depend on product availability and the circumstances of the request. If a direct exchange is unavailable, we may recommend returning the eligible item for a refund and placing a new order.

Defective or incorrect products will be handled in accordance with applicable consumer rights.

8. Cancellations and Order Changes

If you need to cancel or modify an order, contact us as soon as possible at help@houselayer.info and include your order number.

We will try to accommodate your request if the order has not yet entered fulfillment or shipping. Once an order has been dispatched, cancellation may no longer be possible, and you may need to follow the return process instead.

This section does not restrict any cancellation rights provided by applicable law.

9. Late, Missing, or Unreceived Refunds

If you have been notified that your refund has been processed but have not received it, please:

Check your original payment account and recent transactions.
Contact your bank or payment provider to ask whether the refund is still being processed.
If the funds remain missing, contact us with your order number and refund details.

We will review the transaction and help clarify the status of the refund.