Returns, refunds & trials

This policy covers every order placed at balestina.com. It is in addition to your rights under the consumer laws of your country, and nothing here limits them.

The Hold Pillow: 30-night trial

Give it a few nights to become part of your routine. If it still isn't right for you within 30 nights of delivery:

1. Email support.balestina@gmail.com with your order number and a short note on why it didn't work for you.
2. We'll reply with the return address and instructions. Please wait for our reply before posting anything, as we can't accept returns we haven't approved.
3. Send the pillow back clean, dry and undamaged. Return postage is paid by you, and we recommend a tracked service.
4. When it arrives, we'll refund the price you paid for that pillow.

'Mine + one to give' (2 pillows): the trial covers the first pillow you use. The second pillow can also be returned within 30 days of delivery if it's unused and in its original packaging, for a refund of its share of the bundle price.

Received it as a gift? Contact us with the order number or the sender's name. Refunds go back to the original payment method of the person who placed the order.

The 30-night trial covers one return per customer and household.

Sleep Recovery Bite™: 30-night sleep trial

New routines take a few nights to settle in, so we recommend giving it at least 5 to 7 nights. If it still isn't right for you within 30 nights of delivery:

• Email us with your order number and a short note on what didn't work for you.
• We'll refund the price you paid for one mouthpiece.
• You don't need to send a used mouthpiece back. For hygiene reasons, we can't resell it.

The sleep trial covers one mouthpiece per customer and household. In 2- and 3-packs, it covers the first mouthpiece you open. Extra mouthpieces that are unopened and in their original sealed packaging can be returned within 30 days of delivery for a refund of the price you paid for them. Opened or used extra mouthpieces can't be returned, for hygiene reasons. You pay the postage for returning unopened items, and we'll send you the return address first.

Digital products

Ebooks and other downloads are delivered straight away, so we can't take them back once they've been downloaded. If a file won't open or is incomplete, email us and we'll send a working copy or refund you. Where the law in your country gives you extra rights for digital content, those still apply.

Damaged, faulty or wrong items

If your order arrives damaged, faulty or incorrect, contact us within 7 days of delivery with your order number and clear photos of the item and its packaging. We'll send a free replacement or give you a full refund for that item, whichever you prefer. You won't need to pay to send it back.

Lost parcels

If tracking shows your parcel is lost in transit, contact us. Once the carrier confirms it, we'll send a free replacement or give you a full refund.

We can't offer refunds or replacements for parcels that go uncollected and are returned, or for parcels lost because of an incorrect or incomplete address entered at checkout.

Cancellations

Orders enter fulfilment quickly. To cancel or change an order, email us within 24 hours of placing it. Once an order has been dispatched, it can't be cancelled, but the trial and return terms above still apply.

How refunds are paid

Approved refunds go back to your original payment method within 5 business days of approval. Your bank or card provider may take a few more days to show it. All prices are in US dollars (USD). Shipping is free, so there are no shipping charges to refund. Import duties or taxes charged by your local customs aren't refundable by us.

Contact

Email support.balestina@gmail.com. A real person replies, usually within 1 to 2 business days.