Refund policy
At Hotel Quality Pillows, we want our return process to be clear and straightforward. Please review the following requirements before requesting a return.
1. 30-Day Return Window
You may request a return within 30 calendar days after your order is delivered.
To qualify, the return request must be submitted within this 30-day period. Once your request is approved, the item must be shipped within the timeframe provided in your return instructions.
2. Return Eligibility
To be eligible for a return, the item must be:
- Unused and unwashed
- In its original condition
- Returned with all original tags or labels, when applicable
- Returned in its original packaging, including any boxes and protective materials
- Accompanied by proof of purchase or a valid order number
Items that are used, washed, stained, damaged after delivery, missing components, or returned without authorization may not qualify for a refund.
3. Non-Returnable Items
The following items are not eligible for standard returns:
- Customized or personalized products, unless they arrive damaged, defective, or incorrect
- Gift cards
- Items marked as final sale
4. How to Request a Return
To request a return:
- Contact our customer service team at support@hotelcollectionpillows.com.
- Include your order number, the item you wish to return, and the reason for the return.
- Wait for return approval and shipping instructions.
- Ship the approved item using the instructions provided.
Once approved, we will provide the return shipping address.
5. Return Shipping Costs
Unless the return is caused by an item that arrived damaged, defective, or incorrect, the customer is responsible for return shipping costs.
6. Damaged, Defective, or Incorrect Items
Please inspect your order after delivery.
If an item arrives damaged, defective, or different from what you ordered, contact us promptly at support@hotelcollectionpillows.com and include:
- Your order number
- A description of the issue
- Clear photographs of the item and packaging, when reasonably available
After reviewing the request, we may provide a replacement, exchange, or refund, as appropriate.
Do not discard the item or its packaging until we have reviewed your request.
7. Refund Review and Processing
After receiving the returned item, we will inspect it and notify you whether the refund has been approved.
If approved:
- The refund will be issued to the original payment method.
- Any applicable return-label cost will be deducted from the refund.
- Refund processing generally begins within 10 business days after the return is received and approved.
Your bank or credit-card provider may require additional time to post the refund to your account.
Please contact us if more than 15 business days have passed since we confirmed that your refund was approved.
8. Exchanges
We offer exchanges or replacements for items that arrive damaged, defective, or incorrect, subject to product availability.
For other eligible returns, the fastest way to obtain a different product is generally to return the original item and place a new order after the return has been approved.
9. Contact Us
For questions about a return, exchange, or refund, contact:
Hotel Quality Pillows
Email: support@hotelcollectionpillows.com
Phone: (800) 380-7985
Frequently Asked Questions
How long do I have to request a return?
You must submit your return request within 30 calendar days after delivery.
Can I return a pillow after using or washing it?
No. Standard returns must be unused, unwashed, and in their original condition and packaging.
Who pays for return shipping?
Unless the item arrived damaged, defective, or incorrect, the customer is responsible for return shipping.