Return Policy

Return Window

You may request a return within 60 days of receiving your order. We believe that's enough time to genuinely try the product and decide if it's right for you.

Returns requested after the 60-day window cannot be accepted, unless the item arrived damaged or incorrect.

How to Start a Return

Our return process is simple and straightforward. Here's what to do:

Item Condition Guidelines

To qualify for a full refund, returned items should meet the following conditions:

• The pillow is in reasonable, used condition — light use to try the product is completely fine.
• The cover should not be heavily soiled, torn, or damaged beyond normal use.
• All original components are included (pillow insert and cover).

We're not looking for perfection — we just ask that the item is returned in a condition that's fair. If you have concerns about the condition of your item, email us and we'll talk it through before you ship anything back.

Refund Timing

Once your return is received and inspected, we will process your refund to the original payment method used at checkout. Please allow:

• 1–2 business days for us to inspect and confirm your return after it arrives.
• 3–7 additional business days for the refund to appear on your statement, depending on your bank or card issuer.

We'll send you a confirmation email once your refund has been processed.

Damaged or Incorrect Items

If your order arrives damaged, defective, or if you received the wrong item, we sincerely apologize and will make it right — no return required in most cases.

Please contact returns@backmellow.com within 14 days of delivery and include:

• Your name and order information
• A brief description of the issue
• A photo of the damage or incorrect item (if possible)

We'll arrange a replacement or full refund as quickly as possible.

Return Shipping Costs

At this time, customers are responsible for the cost of return shipping unless the item arrived damaged, defective, or incorrect. We recommend using a carrier that provides a tracking number so you can confirm the item arrives safely.

If your return is due to our error (damaged, defective, or wrong item), we will cover return shipping or arrange a prepaid label.

Exchanges

We currently don't process direct exchanges. If you'd like a different color or additional units, we recommend returning the original item for a refund and placing a new order once checkout is live. If you have questions, email returns@backmellow.com and we'll do our best to help.