30 Night Trial
Try the pillow at home for 30 nights. If the height is wrong and your child has not slept on it, the exchange is free. If you want your money back, what you get depends on the state of the pillow, and we would rather tell you that before you buy than after.
You have two separate rights. They do not cancel each other out.
Two different things run side by side when you buy from us, and it is worth knowing which one you are using.
- Your legal right to cancel, 14 days. This one comes from the law, not from us. No video, no explanation, no minimum number of nights. It is set out on our Right of Withdrawal page.
- Our 30 night trial. This one is a commercial promise we choose to make, and we set its conditions. The 10 nights and the video belong to this trial and to nothing else. For a pillow that is unused or used, the refund scale below matches the indicative scale that applies to a statutory cancellation.
The trial is added to your legal rights. It never replaces them and it never reduces them. If you do not meet a condition of the trial, you still keep your 14 day right to cancel and you still keep your rights under the Consumer Rights Act 2015, in full. You choose which route you want to take.
30 nights to decide
A pillow is judged by sleeping on it, not by pressing it in a shop. That is why every order comes with a 30 night trial. You put the pillow in your child's bed and you take the time to see whether it genuinely suits them.
A child's sleep changes from one night to the next. A few days tell you very little. With 30 nights you judge over a stretch of time, without pressure and without having to make your mind up too early. The 30 nights run from the day the parcel is delivered.
What the trial gives you
- Help first. Height, position in the bed, the time a child needs to adjust. Tell us what is happening and we look at your situation with you. Most problems settle in a few days without anything being sent back.
- A free size exchange. If the height you chose is not right for your child and the pillow has not been slept on, we organise the exchange and we pay for it. A pillow a child has slept on cannot be exchanged, and the refund rules below apply to it instead.
- A refund that follows the state of the pillow. In full if it has never been used and can go back on sale. 25% of what you paid if it has been used, even returned clean and complete. Nothing if it comes back stained, washed or damaged.
- Often, no parcel to send. Thanks to the video we ask for, we can very often refund a pillow that has been used without a return. You keep the pillow and you pay no postage.
The refund scale, in full
| State of the pillow when it comes back | What you get |
|---|---|
| Never used, complete, clean, able to go back on sale | The full price of the product |
| Used, even returned clean and complete | 25% of the price you paid for it |
| Stained, smelling, washed, damaged or incomplete | Nothing. It can be neither checked nor put back into circulation |
No deduction can ever exceed what you paid for the item. The state of the pillow is recorded and documented when the return parcel is opened, and we explain the amount and the reason to you before we apply anything.
Why the rules are written this way
A pillow is against a child's face and mouth for hours, every single night. Two children do not sleep on the same pillow. You would not want that for your child and neither would we. So a pillow that has been used, even for one night, even if it comes back spotless, can never be offered to another family again. For us it is lost.
That, and only that, is why the refund depends on the state of the pillow. Opening the box, taking the pillow out, handling it, looking at it from every angle, exactly as you would have done in a shop: no problem at all, and it changes nothing about your refund. Letting your child sleep on it is using it. From that point it cannot go on to anyone else.
The conditions of the trial
- Give it 10 nights. A child needs a few nights to get used to a new pillow. The first nights tell you nothing: it is around the tenth that it becomes clear. So a refund for a pillow your child has slept on opens after 10 nights of real use. A free size exchange, or sending back a pillow that has never been used, does not have to wait. If something is wrong before then, write to us anyway. We help you straight away, and your request is recorded at the date you sent it.
- Tell us what is happening. The form asks you about your child's nights. It is not there to make things difficult. It is what lets us work out what is going wrong, and very often fix it without anything being sent back.
- Show us the pillow on video. We ask for a short video of 10 to 20 seconds, filmed in a single take, without a cut. We tell you exactly what to film and it takes a moment. It is what lets us see the real state of the pillow and, for a pillow that has been used, very often refund you without you having to make up a parcel: you keep the pillow. Without a video we cannot establish anything at a distance, so the pillow has to come back to us, and it is its state on arrival that counts.
- Within 30 nights. You have 30 nights from the day your order is delivered to make your request.
Who pays for what
- Change of mind, or a return under this trial: the return postage is yours. Choose a tracked service. While the pillow is travelling it stays your responsibility.
- Size exchange: ours. If the pillow has not been slept on, you pay nothing.
- Faulty or misdescribed goods: ours, entirely. See below.
- Bank charges. Any fee or exchange rate difference charged by your own bank does not pass through us and cannot be refunded by us.
How to make your request
- Fill in your request on the Refund or Cancellation page, with your order number and the email address you ordered with.
- Depending on your situation we ask you for the short video of the pillow. For a pillow that has been used, that is what very often lets us refund you with no parcel to send.
- We look at your file and reply within 48 working hours with the solution that fits it best.
- If a return is needed we give you the address. Put a note in the box with your name and your order number, otherwise we cannot tell whose parcel has arrived. Send the pillow back clean, complete and well protected for the journey.
- Keep your proof of postage. It is what triggers your refund.
If you would rather write than fill in a form, our contact page works just as well. For a statutory cancellation inside the 14 days, a plain message is enough and it counts from the date you send it.
Faulty or misdescribed goods
A pillow that arrives damaged, faulty, or simply not the one you ordered is a different situation entirely. That is a problem on our side, not a change of mind, and none of the rules above apply to it.
The return and the full refund, or the exchange, are entirely at our cost. You pay nothing and you advance nothing. Write to us through our contact page with your order number and, if you can, a photograph of the problem, and we will settle it quickly.
Your legal rights
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If they are not, you have the right to reject them, and to a repair, a replacement, a price reduction or a refund, depending on the case and the timing. Those rights are free, they are compulsory, and they cannot be signed away.
Separately, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you 14 days from delivery to cancel without giving a reason, and a further 14 days to send the goods back. That right stands on its own, alongside the 30 nights, and it is not conditional on the 10 nights or on a video. It is set out in full, with the model cancellation form, on our Right of Withdrawal page.
Our guarantee on the pillow
We also guarantee the pillow for 2 years against loss of height in normal use.
Where to go next
For delivery, tracking and what to do if a parcel goes wrong, see our Shipping and Returns page. Our full conditions of sale are in our Terms and Conditions. Our company details are on the Company Information page.
A question?
Unsure before you order, or want a hand during the trial? Write to us through our contact page. We are glad to help.
Last updated: 30 August 2026.
