Returns & Refunds
This policy applies to every order placed at balestina.com. Nothing here limits any mandatory consumer rights you have under the law of your own country.
Balestina Contour Pillow: 30-night sleep trial
A new pillow takes a few nights to get used to, so we give you 30 nights to decide.
- Try it properly: please sleep on it for at least 7 nights and try both heights (with the height layer in and out) before deciding.
- Not right for you? Email support.balestina@gmail.com within 30 nights of delivery with your order number and a photo of the pillow.
- Your refund: once approved, we refund the amount you paid for the pillow to your original payment method within 5 to 7 business days.
- No need to send it back: for hygiene reasons a used pillow can't be resold, so we'll ask you to donate or recycle it instead.
- Couple's sets: the trial applies to each pillow separately. You're refunded the amount you actually paid for the pillow you return.
- The sleep trial is limited to one refund per customer and household.
Other physical products: 30-day returns
You have 30 days from delivery to request a return. The item must be unused, in its original packaging, with proof of purchase. Email us for authorisation before sending anything back; parcels returned without authorisation can't be accepted. For change-of-mind returns, return postage is paid by the customer, and we recommend a tracked service.
Digital products
Ebooks and other digital downloads can't be returned once they have been downloaded or accessed, unless the file is faulty.
Damaged, faulty or wrong item
If your order arrives damaged, faulty or isn't what you ordered, email us within 7 days of delivery with your order number and photos of the item and the outer packaging. We'll send a free replacement or a full refund, your choice, and you won't need to send anything back.
Lost in transit
Every order ships with tracking. If your tracking hasn't moved for an extended period or the parcel hasn't arrived within the estimated delivery window, contact us and we'll investigate with the carrier. Confirmed losses are replaced or refunded.
Cancellations and address changes
Orders move into fulfilment quickly, so cancellation and address-change requests must reach us within 24 hours of purchase. Once a parcel is with the carrier it can't be intercepted, but the returns and sleep-trial terms above still apply after delivery.
Uncollected parcels and address errors
Please provide a complete, accurate delivery address and keep an eye on your tracking. We can't refund or replace parcels that are returned, abandoned or destroyed because they went uncollected, the address was incorrect, delivery was refused, or import charges weren't paid.
Refund timing
Approved refunds are returned to your original payment method within 5 to 7 business days. Your bank may take a little longer to show it. All prices and refunds are in US dollars (USD); any currency conversion is handled by your bank. Import duties or taxes charged by your country are collected by them and aren't refundable by us.
Contact
Email support.balestina@gmail.com with your full name and order number.