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RETURN AND REFUND POLICY
Last updated: September 5, 2026
Please read this policy carefully before placing an order with Cocoon Pillow.
RETURN WINDOW
You may request a return within 14 days of receiving your order.
To request a return, you must contact us through the Contact page available on our website within this 14 day period.
Return requests submitted after the applicable 14 day period will not be accepted, except where mandatory consumer law requires otherwise.
RETURN CONDITIONS
To be eligible for a return, the product must be returned in substantially the same condition in which it was received.
The product may only have been handled to the extent reasonably necessary to inspect its nature, characteristics and functionality.
Products showing excessive use, damage, stains, odors, missing components or deterioration caused after delivery may be refused or may be subject to a reduction in the refund amount where permitted by applicable law.
Where permitted by applicable law, sealed products that are not suitable for return for health or hygiene reasons may become non returnable once the seal has been broken.
RETURN AUTHORIZATION
You must contact us through the Contact page available on our website before sending any return.
Returns sent without prior authorization may not be accepted.
Once your return request has been approved, we will provide you with the applicable return instructions and return address.
RETURN DESTINATION
Approved returns must be shipped to our return facility in China.
The complete return address will be provided after your return request has been approved.
Do not return products to the address shown on the original parcel unless specifically instructed to do so.
RETURN SHIPPING COSTS
Customers are responsible for all return shipping costs for change of mind returns, except where applicable law requires otherwise.
Because approved returns are sent to China, international return shipping costs may be significant.
Customers are responsible for selecting an appropriate shipping service.
We strongly recommend using tracked shipping and retaining proof of shipment until your refund has been completed.
We are not responsible for returned packages lost in transit when the customer arranges the return shipment.
Any customs duties, import charges or other costs generated by the return shipment are the responsibility of the customer where permitted by law.
Packages sent cash on delivery will not be accepted.
REFUNDS
Once your returned product has been received and inspected, we will review your return and notify you of the outcome.
Approved refunds will be issued to the original payment method.
Processing times imposed by banks, card issuers or payment providers are outside our control.
Where permitted by applicable law, any loss in value resulting from handling beyond what is reasonably necessary to inspect the product may be deducted from the refund.
Original premium or express shipping charges are not refundable except where required by applicable law.
For customers exercising a statutory right of withdrawal in the European Economic Area, any legally required reimbursement of standard outbound delivery charges will be provided in accordance with applicable law.
DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS
Please inspect your order immediately after delivery.
If your order arrives visibly damaged, incorrect or incomplete, please contact us through the Contact page available on our website within 48 hours of delivery whenever possible.
Please include your order number and photographs of the product, packaging and shipping label.
The 48 hour reporting request is intended to help us investigate shipping related damage quickly and does not limit mandatory legal rights relating to defective or non conforming products.
CANCELLATIONS
Orders may be cancelled before they have been shipped.
To request a cancellation, contact us through the Contact page available on our website as soon as possible.
Once an order has been shipped, it can no longer be cancelled.
If you no longer want the order after shipment, the applicable return procedure must be followed.
EXCHANGES
We do not offer automatic exchanges.
If you wish to purchase a different item, you may request a return where eligible and place a separate order.
MANDATORY CONSUMER RIGHTS
Nothing in this policy excludes, limits or restricts any consumer right that cannot legally be excluded, limited or restricted under applicable law.
CONTACT
For return requests, damaged orders, cancellations or any other questions regarding this policy, please contact us through the Contact page available on our website.
The Original cover is cut from TENCEL™ Lyocell, derived from sustainably sourced eucalyptus wood pulp. It's naturally cooling, antimicrobial, and softer than silk. It gets softer with every wash.
We use a high-quality polyester fiber purposefully chosen for its super soft, plush feel. Our fill is soft, moldable, and cloud-like. The inner cover is zippered so you can adjust firmness.
