Refund policy

MellowPillow – Refund, Return & Warranty Policy

At MellowPillow, we are committed to delivering high-quality products and excellent customer service. Please read our Refund, Return & Warranty Policy carefully before making a purchase.

Warranty Information

Mattress Protectors & Pillow Protectors

All MellowPillow mattress protectors and pillow protectos are covered by a 10-Year Limited Warranty against manufacturing defects, including water leakage, or up to 300 washes, whichever occurs first.

Pillows

All MellowPillow pillows are covered by a 1-Year Limited Warranty against manufacturing defects.

If you experience any issue covered under warranty, please contact us at support@mellowpillow.com.au with your order details and photos of the product for assessment.

10-Day Money Back Guarantee

All purchases from MellowPillow are backed by our 10-Day Money Back Guarantee against manufacturing defects only.

This guarantee applies solely to products that are found to have a genuine manufacturing fault or defect upon inspection.

Important Exclusions

Due to hygiene and health protection reasons, we do not accept returns or exchanges for:

  • Change of mind
  • Incorrect selection
  • Personal comfort preference
  • Opened or used bedding products
  • Accidental damage, misuse, or improper care

Returns will not be accepted for change of mind under any circumstances due to the hygienic nature of our products.

Return Eligibility

To be eligible for a return assessment:

  • The item must be within the 10-day guarantee period
  • The product must have a verified manufacturing defect
  • Proof of purchase must be provided
  • The product must be returned in a clean and hygienic condition where applicable

MellowPillow reserves the right to refuse returns that do not meet these conditions.

Return Process

To request a warranty claim or return assessment:

  1. Contact us at support@mellowpillow.com.au
  2. Provide:
    • Order number
    • Invoice number
    • Description of the issue
    • Photos/videos showing the defect
  3. Once approved, we will provide the return address and further instructions.

Customers are responsible for return shipping costs unless otherwise required under Australian Consumer Law.

Refund Terms & Conditions

  • The 10-day period begins from the date the order is marked as delivered.
  • If delivery confirmation is unavailable, delivery will be considered to have occurred 3 business days after dispatch.
  • Original shipping charges are non-refundable.
  • Refunds or replacements will only be approved after inspection and confirmation of a manufacturing defect.

Faulty Products & Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to:

  • A replacement or refund for a major failure
  • Compensation for any other reasonably foreseeable loss or damage
  • Repair or replacement if the goods fail to be of acceptable quality and the failure does not amount to a major failure

If you believe your product is faulty, please contact support@mellowpillow.com.au and our team will assist you promptly.

MellowPillow Management