🔁 60-Day Trial, Return & Warranty Policy
Thank you for shopping at Pillooo. To give you the ultimate peace of mind, we proudly offer a 60-day trial period for our smart pillows. Placing an order indicates your agreement to all store policies.
1. Pillooo Smart Pillows: 60-Day Trial Policy
- Trial Period: Within 60 days from the transaction date, we encourage you to connect the power and experience sleeping on the pillow in your own bed.
⚠️ Core Prerequisite: The "Factory Safety Tie" on the pillow's zipper MUST NOT be cut or tampered with during the trial. Customers must trial the pillow without removing the original core cover (we strictly recommend using an external regular pillowcase over it). If the tie is found to be cut, replaced, or damaged, it will be deemed as unauthorized disassembly and intentional damage, voiding your eligibility for the 60-day trial return immediately.
- Hassle-Free Returns & Exchanges: Provided that the factory safety tie is fully intact, if you find the pillow uncomfortable or experience a non-human defect within 60 days, you are entitled to a full refund (return) or a brand-new replacement.
- Return Condition: To qualify for a trial return, the pillow core must be in good condition (free from severe human-caused stains, biological soils, or physical tears). The original packaging (box, dust bag), user manual, and the included original power cable must be returned together.
- Shipping Costs: For returns within the 60-day trial period, the buyer is responsible for the return shipping fees to our facility.
2. Pillooo Smart Pillows: 1-Year Limited Warranty (Post 60-Day Trial)
- Warranty Duration: After the 60-day trial period expires, the smart pillow automatically transitions into our standard 1-Year Core Component Warranty (valid up to 365 days from the original purchase date).
- Warranty Scope: This covers strictly non-human-related manufacturing defects or electronic component failures (e.g., electronic failure, air chamber malfunction). Refunds or returns based on subjective preferences (such as comfort or habit) will no longer be accepted during this phase.
- ⚠️ Consumable Exclusion (Coin Battery): The micro coin battery built-in for RTC timekeeping is classified as a consumable item. An exhausted, depleted, or dead coin battery CANNOT be used as a reason for return, exchange, or free warranty service. Customers are responsible for purchasing and replacing this battery at their own expense.
- ⚠️ Warranty Condition: The factory safety tie policy remains strictly enforced. Any signs of the tie being cut or tampered with will immediately void the 1-year product warranty.
3. Other Accessories Policy (Power Cables & Replacement Pillowcases)
- No Trial & No Warranty: Add-on power cables and regular external replacement pillowcases are not eligible for the 60-day trial or post-purchase warranty.
- 7-Day Defect Exchange: Due to personal hygiene regulations, accessory returns are not accepted once opened. However, if you detect any manufacturing flaws upon delivery (e.g., cable fails to power, pillowcase is torn/stained), you must contact support within 7 days of delivery. Pillooo will cover all logistics costs for a free replacement.
4. Return & Exchange Procedures
To apply for a 60-day trial return or a 7-day accessory exchange, please follow these steps:
- Contact Support: Reach out to us via the store chat widget or customer service email within the eligible timeframe.
- Provide Proof: Provide your "Order Number" along with photos of the product's current condition. If the smart pillow has a component malfunction, please include a short video demonstrating the issue.
- Approval & Shipping: Support will verify your transaction date within 1-2 business days. Once approved, we will provide the return address. Please securely pack the product with all its original components (including the inbox cable) and ship it back.
- Refund Processing: Upon receiving and verifying the returned items, we will process your refund back to your original payment method within 7-14 business days. (Note: The refund covers the product purchase price only; original shipping fees, if any, are non-refundable.)
