Returns & Refunds Policy Cloudpillo

1) At a glance

There are two ways to return a Cloudpillo product:

A) Right of withdrawal - 14 days

You can cancel your online purchase within 14 days of receiving it, for any reason.

After you tell us you’re cancelling, you have another 14 days to send the product back.

B) Cloudpillo Trial Sleep - 100 days (extra service)

For mattresses, toppers, duvets, boxsprings and pillows, we offer 100 days’ trial sleep. Because your body needs time to adjust to a new pillow, topper, duvet, mattress or boxspring, you can only register a return under trial sleep from day 30 onwards.

The 30-day waiting period does not apply if the product is defective or damaged,

it’s a service swap/replacement or you received the wrong product.

Bedding and accessories do not come with a trial-sleep period. You can return them within 30 days, only if they are unused and in the original, unopened packaging.

2) Return and warranty periods by product

 

3) When returns aren’t possible

Returns are not possible for
- products returned outside the return period (100 days or 30 days),

- bedding/accessories/covers that have been used or where the packaging has been opened,

- the refill bag,

- outlet products (except within the 14-day withdrawal right, and only if unopened and in the original packaging),

- products that have been modified by the customer.

4) Return shipping and any charges

We want returns to be as easy as possible. In many cases, returns are free. You can create a return label via our website.

You must drop these off at a local parcel point (collection is not available):

- Duvets, pillows, bedding & accessories

- Still-packaged Original Toppers and Original Split Toppers

We collect these from your home (schedule a collection via our website):

- Plus and Flex toppers and mattresses

- Unpacked toppers and mattresses

- Boxsprings

These do not need to be returned in the original box, but they must be properly wrapped in plastic. If you want to return multiple of these products, please contact Customer Service to arrange a tailored pick-up.

Extra logistics costs (we’ll tell you in advance):

Missed collection / late cancellation (bed, topper or mattress)?

If you’re not at home on the agreed day, or you cancel too late, we charge £14.95.

Cancellation deadline: the day before the appointment, before 16:00, and this can only be done by phone.

Wrong size ordered (exchange)?

We remind you to choose the correct size during checkout. If it still goes wrong, you can exchange your product for the correct size. For size exchanges, we charge a contribution towards shipping/returns:

£4.95 for a pillow, bedding or duvet

£14.95 for toppers and mattresses

5) Promotions (1+1) and free gifts

1+1 promotion

If you return 1 item from a 1+1 offer, you’ll receive 50% back of what you paid for that order.

Example: if you used a 1+1 offer on the Cloudpillo Recharge and paid £89.95 for two pillows, and return one, you’ll receive £44.98 back. Amounts are rounded to 2 decimal places.

Free gift with your order

If you received a free item and don’t send it back, we deduct 50% of the retail price (RRP) of that free item from your refund.

Example: if you received a free pillowcase worth £29.95 and return your pillow without the pillowcase, we deduct £14.97 from the refund. Amounts are rounded to 2 decimal places.

6) How to register a return

Register your return via our returns portal:

https://cloudpillo-uk.returnista.com/

You’ll need your email address and order number.

Boxsprings: returns are handled via Customer Service by phone +44 3308 1825 39 

You can’t drop products off in person at our office or fulfilment centre. Returns sent to us without being registered can’t be matched to an order and won’t be processed. Always register your return first via the returns portal or contact Customer Service.

7) Faulty or damaged product

If your product is faulty or damaged, contact Customer Service and include your order number and the email address used for the order.

To help you quickly, you must include clear photos of:

- the fault/damage,

-the product (overview photo),

- and (if relevant) the label/serial number found on the care label, starting with CPP.

We’ll agree a suitable solution, such as a replacement product or a full or partial refund. Sometimes additional assessment is needed. If we need to inspect the product, we’ll explain the process clearly.

8) Incorrect delivery (wrong product received)

If you received the wrong product, contact Customer Service and include clear photos of what you received. Please leave the product as unopened if possible.

9) Warranty (additional)

All Cloudpillo products come with statutory warranty. This means the product must do what you can reasonably expect under normal use.

If there’s an issue, contact Customer Service as soon as possible. We’ll work with you on a solution. In most cases this is a free repair, free replacement of a part or the whole product, and sometimes (where not reasonable) a refund. Always include your order number and the email address used for the order.

To help you quickly, please include clear photos of:

- the fault/damage,

- the product (overview photo),

- and (if relevant) the label/serial number found on the care label, starting with CPP.

What isn’t covered by warranty?

Warranty doesn’t apply to damage or issues caused by:

- incorrect or careless use,

- normal wear and tear,

- external causes (such as moisture, fire, pets, incorrect washing/cleaning).

This warranty is separate from trial sleep/returns. Even if you are outside the trial period, you may still be entitled to a solution under statutory warranty if the fault wasn’t caused by you.

10) Refund or store credit

When registering your return, you can choose how you’d like to receive the refund: store credit or money back.

Money back

You’ll be refunded via the same payment method you used. If you paid via Klarna, credit card or In3, it will be refunded via that same method. If you paid with iDeal/Wero, the refund will appear in your account under the name ‘Mollie Payments’.

Store credit

If you choose store credit, you receive £5 extra credit to spend in our shop. After your return is processed, you’ll receive an email with your store-credit code.

If you later want to convert your store credit to money, contact Customer Service. Email support@cloudpillo.co.uk  with your order number and store-credit code. The £5 will then be deducted.

11) Statutory refund timeframe

After you register your withdrawal/return, we will refund you within 14 days at the latest. We may wait to refund until we have received the returned product.

12) Contact and returns address

Customer Service: support@cloudpillo.co.uk

Phone:+44 3308 1825 39

Returns portal: https://cloudpillo-uk.returnista.com/

Returns address (administration only)

Cloudpillo B.V.

Brooms Road 358,
Stone ST15 0SH