At coBIO Pillow, we stand behind the quality and craftsmanship of our ergonomic sleep products. Please review our return, cancellation, and refund policy below.
60-Day Return Policy
We offer a 60-day return window starting from the date you receive your package. If 60 days have passed since delivery, we unfortunately cannot offer a refund or exchange.
Eligibility & Conditions
- Defects & Damage: Full refunds or exchanges are granted for items that possess manufacturing defects or arrive damaged.
- Packaging: To be eligible for a return, your item must be in its original packaging and include all original materials.
- Proof of Purchase: A valid receipt or order confirmation email is required for all return requests.
- Change of Mind: We generally do not offer refunds for simple change-of-mind requests once shipped. Exceptional circumstances may be reviewed on a case-by-case basis at our team’s discretion.
Non-Returnable Items
- Gift cards
- Promotional / final sale items (unless defective)
- Custom or personalized orders
Order Cancellations
Because we process orders rapidly to ensure fast delivery, cancellations are only accepted within 60 minutes of purchase for full-priced items.
If you need to cancel your order, please contact us immediately at [email protected] within this 1-hour window. Once an order enters our warehouse fulfillment system, it can no longer be canceled or intercepted.
Return & Exchange Process
Step 1: Submit Your Request
Do not send your purchase back to the manufacturer without contacting us first. Email our support team at [email protected] with your order number, photo/video proof of any defect or damage, and a brief description of the issue.
Step 2: Inspection & Approval
Once your returned item is received at our facility and inspected, we will send you an email notifying you that we have received it. We will also notify you of the approval or rejection of your refund.
Step 3: Refund Processing
If approved, your refund will be processed immediately, and a credit will automatically be applied to your original payment method within 5 to 10 business days (depending on your bank or credit card provider).
Shipping Costs for Returns
- Customer Responsibility: You will be responsible for paying your own shipping costs to return your item. Original and return shipping costs are non-refundable.
- Deductions: If a refund is issued, the original cost of shipping (if applicable) will be deducted from your total refund amount.
- Trackable Shipping: If you are returning an item, we strongly recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned package.
Exchanges (Damaged or Defective Items)
We only replace items if they arrive defective or damaged. If you need to exchange your pillow for the exact same item, please send an email to [email protected] with photos of the issue, and our team will arrange a replacement for you.
Late or Missing Refunds
If you haven’t received your refund after receiving our approval notification, please follow these steps:
- Check Your Bank Account: Re-check your balance, as posting delays can occur.
- Contact Your Credit Card Company: Processing times vary before a refund officially posts to your statement.
- Contact Your Bank: Banks often require 2–5 business days of internal processing time.
- Reach Out to Us: If you have completed all of these steps and still have not received your refund, please email us at [email protected] and we will investigate immediately.