Returns & Exchanges

Returns

Please note - All product returns are either disposed of via recycling, used as samples or donated to various charities. Once a product leaves our production facility it is never resold. Every product sent is always pristine and brand new. 

How do I return or exchange a product?

• If you wish to return a product, please email our team [email protected] with your order number and reason for the return.

Returns/Exchange Policy (Australian Order ONLY)

At Therapeutic Pillow Australia, your comfort and confidence matter to us. We know that shopping online can sometimes be a little uncertain, so if your order isn’t exactly what you expected, we’re here to help make it right.

The following conditions apply:

• Please email our team [email protected] with your order number to request your return. We will then supply you with a return request number.
• Any returns where a refund has been requested, must be unused and in the original condition including all original packaging.
• Your return must be returned within 30 days of the date in which your order was received, and you are responsible for organising the return of the items to us, including covering any associated return shipping costs. 
• This excludes non-returnable products, please see list further down.
• Any difference in price of the exchange products will be credited or charged accordingly. 
• In most cases we will pay for shipping of new product for you dependent on location. 

We reserve the rights to decline any returns that do not meet the terms and conditions of our policy.

Replacement Policy (Australian Orders ONLY)

We are dedicated to delivering high-quality products, but if you experience any issues with your order, please don’t hesitate to contact our team – we’re here to help ensure the matter is resolved promptly.  

• We must be notified of your concern within 14 days of the date in which your order was received. 

• The original shipping costs to you are not credited. 

What if my product is damaged?

If your product is damaged in any way, please contact our team [email protected] and we can arrange for replacement to be sent if deemed appropriate. You may be asked to send through a photo of the product for our team to assess and we will remedy situation straight away.

NON-Returnable Items

Please see a list of items that are excluded from our Returns & Exchanges Policy: 

• Mattress Toppers (of any kind) 

• Side Reliever 

Products exclusive to Australia

Please see a list of items that cannot be shipped Internationally: 

• Mattress Toppers (of any kind) 
• Side Reliever 
• Adjusta Wedge
• Contoured Bed Wedge 
  
• Lupin Heat Packs 
• Leg Elevation
• Leg Carriage

Warranty Periods/Terms and Conditions

All of our products are backed by a 12-month warranty, covering any faults in materials or manufacturing. 

What the warranty does NOT cover:

What the warranty NOT cover: 

• A normal increase in the softness of a product over time (which does not affect the overall support and qualities of such products) 

• Comfort preference 

• Abnormal use 

• Physical abuse or damage to products: 
  - Burns 
  - Cuts 
  - Tears 
  - Liquid damage 
  - Stains 
  - Discolouration 

• Dirt, stains, smells or bed bug infestations resulting from poor care. 

• Mould of any kind 

Your responsibility: 

To make a claim under warranty please send a brief description and photo of the concern to [email protected] as well as your order number.

We reserve the rights to decline any claim under this warranty that does not meet the terms and conditions of our policy.