Last updated: November 27, 2025
Thank you for shopping at pillows.com.my. We want you to be completely satisfied with your purchase. Below is our clear and fair Return & Refund Policy that complies with Malaysia’s Consumer Protection Act 1999 and Consumer Protection (Electronic Trade Transactions) Regulations 2012.
1. Defective, Damaged or Wrong Item Received
We will gladly accept returns for:
- Manufacturing defects
- Damaged during delivery
- Wrong item/size/color sent
Time frame: Within 14 days of delivery date
Condition: Any condition (even if already used/opened) – just provide photos or video proof of the issue
Options: Full refund OR free replacement (your choice)
Shipping: We pay return shipping + send replacement for free
2. Change-of-Mind Returns (No Questions Asked)
We now offer a reasonable 7-day change-of-mind return window (previously we did not offer this – we added it because many customers asked for it).
Eligible only if ALL these conditions are met:
- Within 7 days of delivery date
- Product is completely unused, unopened, in original sealed packaging with all tags/labels intact
- Hygiene seal (if any) is not broken – pillows & bedding are hygiene items and cannot be resold once opened
- Proof of purchase provided
Options: Exchange for another item
Shipping: Customer pays return shipping cost (we will provide courier label if you want, you just pay the fee)
Restocking fee: None (as long as conditions are met)
Important Note – Wrong Size / Color / Product Ordered by Customer
If you accidentally ordered the wrong size, firmness, color, or product (customer error, not our mistake), this is treated as a change-of-mind return.
You will be responsible for:
- Return shipping cost to send the item back to us
- Shipping cost for us to send the replacement item to you (for exchanges)
- No restocking fee will be charged
We will of course help arrange the exchange quickly once we receive the returned item.
3. Non-Returnable / Non-Refundable Items
For hygiene and safety reasons, the following items cannot be returned under any circumstances (even if defective claims will be reviewed case-by-case with proof):
- Any pillow, mattress protector, bedsheet, or bedding that has been opened/used
- Custom-sized or made-to-order items
- Clearance, sale, or final sale items (marked as “non-returnable” on product page)
- Gift cards
4. No Free Sleep Trials
We do not offer 30-night / 100-night sleep trials. Once a pillow or mattress is unpacked and used, it cannot be returned for change-of-mind reasons due to hygiene regulations.
5. How to Request a Return
- WhatsApp or email us within the allowed time frame with: – Order number – Photos/video of the product & issue (if defective) – Reason for return
- We will reply within 24 hours with approval and return instructions
- Pack the item securely in original packaging
- Send it back to the address we provide (we recommend tracked courier)
- Once we receive and inspect the item, we process refund/replacement within 3–7 business days
Refund method: Original payment method (Billplz → back to your card/bank account within 5–14 days depending on bank)
Contact Us for Returns
WhatsApp: 0164784878
Email: pillows@pillows.com.my
We reply fast – usually within a few hours.
This policy gives you strong protection for genuine issues while keeping things fair and hygienic for everyone. Thank you for understanding!
