Our Returns Policy
If you are not entirely satisfied with your purchase, we’re here to help.
Our products can be returned within 14 days of the original purchase of the product.
To be eligible for a return, please make sure that:
- The product was purchased in the last 14 days
- The product is in its original packaging
- The product isn’t used or damaged – it must be in the same condition in which you received it*
- You have the receipt or proof of purchase
Products that do not meet these criteria will not be considered for return.
N.B. we cannot accept returned pillows which have been removed from their packaging and slept on (even if for just one night).
*for faulty products please see below.
Please note that refunds of single pillows from Twin or Multi Pack will be of the difference between the Pack price and the cost of a single pillow. Where a free delivery discount has been applied to an order the refund will be of the amount paid less the free delivery discount.
Before you send the product please contact us by email: firstname.lastname@example.org
Once you have emailed us, if we agree with your return we will issue you with a Return Authorisation Number (please note this does not guarantee a refund it is just a reference number that shows that we have agreed to receive the return and assess it). Then please follow the procedure below to ensure your return is dealt with efficiently.
Please include a note detailing the reason for return, your original order number, which you will be able to find on the order confirmation email that you received when you placed the order and the Return Authorisation Number from our email. Wrap the item securely in its original packaging.
Send the package to the address below:
GX Bedding LTD
Norfolk Feather Co,
Feather Mill, Park Rd, Diss,
Norfolk, IP22 4AS
Once your return is received and inspected, then we will send you an email to notify you that we have received your returned item. We will also advise you of the approval or rejection of your refund. If your refund is approved, then your refund will be processed, and a credit will be applied to your payment card or original method of payment. Following the refund transaction, please allow 3 working days for payment to process.
Depending on where you are living, the time it takes for your exchanged product to be returned may vary. Please ensure (for returned items) that you obtain proof of postage from the Post Office if using Royal Mail. For items which are valued over £30 we recommend you purchase postage insurance. Our courier Hermes can return items for you, to book a return please follow their simple procedure at www.myhermes.co.uk (you will need a printer for the label). We don’t guarantee that we will receive your returned item. Please note charges relating to the return are not refundable, see ‘Delivery and Return Charges’ below.
LATE OR MISSING REFUNDS (IF APPLICABLE)
If you haven’t received your refund yet, then please first check your bank account. Then contact your credit card provider, it may be a short time before your refund is visible. Next contact your bank. There is often some processing time before a refund is logged. If you’ve done all of this and you still have not received your refund, then please contact us at email@example.com
SALE ITEMS (IF APPLICABLE)
Please be advised that only regular priced items may be refunded, unfortunately sale products/items cannot be refunded.
GIFTS (NON-DIGITAL OR NON-VOUCHERS)
If the item was identified/marked as a gift when purchased and is subsequently delivered directly to you, then you will receive a gift credit for the value of your return item. Once the returned item is received, a gift certificate will be sent to you by mail.
If the item wasn’t identified/marked as a gift when purchased, or the gift giver had the order shipped to themselves to pass on to you later, then we will send a refund to the gift giver and he/she will be informed about your return.
Our returns policy does not affect your statutory rights.
DELIVERY AND RETURN CHARGES
Charges incurred in connection with the delivery and return of a product are non-refundable. You are responsible for paying the costs of returns and for the risk of loss of or damage to the product during return to Gx Pillows.
DAMAGED OR FAULTY ITEMS
If you received a damaged product, please notify us immediately for assistance by email at firstname.lastname@example.org
If you have any questions about our Returns Policy, please contact us by email: email@example.com