Return & Refund Policy

90-Night Sleep Trial

We offer a 90-night sleep trial, which means you have 90 days after receiving your item to request a return.

Because a pillow can only be judged by sleeping on it, your pillow does not need to be unused to qualify. We do ask that you use a pillowcase during the trial and keep the original packaging, so the item can be returned safely.

We recommend giving your pillow at least two weeks before deciding. A contoured pillow can feel firm for the first few nights while your neck adjusts, and most people who nearly returned theirs are glad they waited.

To start a return, contact us at info@softr-sleep.com.

If your return is accepted, we'll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us with any return question at info@softr-sleep.com.

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Please note that your pillow arrives vacuum compressed and needs around 24 hours to fully expand into its proper shape. A pillow that looks flat straight out of the box is not defective — give it a day before getting in touch.

Warranty

In addition to the sleep trial, all our pillows come with a 2 year warranty covering defects in materials and workmanship, including the foam failing to hold its shape under normal use. The warranty does not cover damage caused by washing the foam core, staining, or general wear on the cover.

To make a warranty claim, email us with your order number and a photo of the issue.

Exceptions / Non-Returnable Items

Certain types of items cannot be returned, like custom or personalized products. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 Day Cooling Off Period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. Our 90-night sleep trial is offered in addition to this statutory right and does not limit it in any way.

Refunds

We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we've approved your return, please contact us at info@softr-sleep.com.

Contact Information

Store name: Softr Sleep

Company name: QG Retail

Company Address: Paul Henri Spaakring 30, 3137DJ, Vlaardingen, The Netherlands

Warehouse Address: 7520 99 St NW, Edmonton, AB T6E 1J1, Canada

Company nr.: 88117200

Phone: +1 825 2559 359

Contact Email: info@softr-sleep.com

Monday to Friday | 9:00 AM - 5:00 PM (GMT-4)

Weekends | 9:00 AM - 2:00 PM (GMT-4)

We aim to respond to your inquiries within 24 hours.