Returns, Refunds & Cancellations

Last updated October 19, 2026

How returns, refunds and cancellations work, in plain terms. Unused items in their original condition can be returned within 30 days of delivery. For hygiene reasons, a pillow, comforter or pillowcase that has been slept on, used or washed cannot be returned; unpacking a vacuum-packed pillow or comforter to look at it does not count as use. A defective, damaged or wrong item is replaced or refunded, even if it has been used.

At a glance

Changed your mind

You can return an item within 30 days of delivery, for any reason, as long as it is unused and in its original condition:

• Pillows, the Body Pillow and comforters: not slept on, not used and not washed; clean and dry, with no stains, hair or smells such as smoke, perfume or pets; with their removable covers and with all their sewn labels still attached. Taking the item out of its vacuum bag to look at it and feel it with your hand is fine.
• The Flex Pillow: also with all of its foam, including the bag of extra foam, and with its zipper closed.
• Pillowcases: unused and unwashed, in their original packaging if they came in one. The Cool-Touch Pillowcases are sold as a pair and come back as a pair.

For a change of mind, you send the items back at your own cost, with the carrier of your choice. We refund the price you paid for each returned item, together with any sales tax paid on it. The return postage is not refunded, there is no restocking fee, and nothing else is taken off.

Why a used pillow cannot come back

For hygiene reasons, we cannot take back for a change of mind a pillow, comforter or pillowcase that has been slept on, used or washed. Bedding touches your face, skin and hair every night, and once it has been used it can never go to another customer.

That is why we ask you to decide before the first night. Unpack the item, give it 24 to 48 hours to regain its shape and loft, look at it and press it with your hand. If it is not for you, you can still return it, as long as nobody has slept on it.

This rule only applies to a change of mind. It never applies to an item that is defective, damaged or wrong: those are covered even after use, as described below.

Changing a size

The size you choose never changes the price, but each size is a different item, so a size change is handled as a return and a separate order:

1. Place a separate order for the size you want, whenever you like. You do not have to wait for the return.
2. Email us, then return the unused item in the first size within 30 days of delivery. As for any change of mind, you pay the return postage.
3. We refund it within 5 to 10 business days after we receive and check it.

If we sent you a size you did not order, that is our mistake: we send you the right size and pay for everything. See Damaged, missing or wrong items.

Not sure which size to choose? Email us before you order and we will help you.

Damaged, missing or wrong items

We pack every order to travel, but a package can still be knocked about on the way. If an item arrives damaged, for example with torn or soiled fabric, if you receive the wrong product or the wrong size, or if an item is missing:

1. Take photos of the item, the packaging and the shipping label.
2. Email them to nzb1383@gmail.com with your order number within 7 days of delivery, so we can open a claim with the carrier.
3. We send you a replacement, subject to availability, or refund the item in full, as you prefer.

Photos are usually enough and we may not ask for the item back. If we do, we pay the return postage: we send you a prepaid label, or refund your postage receipt. If you notice a problem after 7 days, write to us anyway.

Defective items

If an item turns out to be defective within 90 days of delivery, we replace it or refund it, even if you have unpacked, used or washed it as its care label allows. Examples: a seam that opens, a zipper that breaks, fill that comes out through the fabric, foam that is split or crumbling, or a pillow or comforter that still looks clearly flat or uneven several days after unpacking and fluffing.

• Email us with your order number, a short description of the problem and photos that show it.
• We send you a replacement or refund the item in full, as you prefer.
• The unused and original condition rules do not apply in these cases.

This is our limited warranty, described in our Terms of Sale, which also lists what it does not cover, such as normal wear and damage from washing against the care label. It gives you specific legal rights, and you may also have other rights which vary from state to state.

How to start a return

1. Email us at nzb1383@gmail.com within 30 days of delivery. Include your order number, the items and sizes you want to return and the reason.
2. We reply within 2 business days with the return address and instructions. If the item is defective, damaged or wrong, we send you a prepaid label or refund your postage receipt, and often we do not need the item back at all.
3. Pack the items well. A pillow or comforter cannot go back into its vacuum bag, so put it in a clean plastic bag, then in a sturdy box. Use the original packaging if you still have it.
4. Send the package within 14 days of our reply. For a change of mind, you send it at your own cost, with the carrier of your choice, and we recommend a tracked service. Keep your postage receipt, and reply to our email with the tracking number.

No return can be accepted without contacting us first. Please do not send anything to our company address in Wyoming: it is our registered agent's address, not a returns address, and a package sent there or without our instructions may never reach us.

Return postage and the return address

• Change of mind: you pay the return postage and choose the carrier. We recommend a tracked service, and keeping your receipt until your refund arrives.
• Where returns go: to the address we email you, which is our partner warehouse or a returns center. It may be outside the United States, so postage can cost more than for a domestic parcel, and a simple customs form may be needed. If it is, we tell you what to write on it. You get the address before you send anything, so you can check the cost first.
• Bulky items: an unpacked pillow or comforter takes much more room than it did in its vacuum bag, so it needs a bigger box. If you are not sure about an item, decide early, and keep its original packaging if you can.
• Our mistake, a defect or damage: everything is at our cost, including return postage when we need the item back: we send you a prepaid label, or refund your postage receipt. Often we do not need it back.

Refunds

• We check every return when it arrives and email you to confirm.
• Refunds go to your original payment method within 5 to 10 business days after we receive and check the return, or after we accept your claim when we do not need the item back. Your bank or card issuer may need a few more days to show it on your statement.
• For each returned item, you get back the price you paid for it, together with any sales tax paid on it. Shipping to you is included in that price, so there is no separate shipping charge to refund. The return postage of a change of mind is not refunded. There is no restocking fee, and nothing else is taken off.
• If a return does not meet the conditions on this page, for example a pillow that has clearly been slept on, we email you photos, explain why, and send it back to you at your cost.
• Please pack returns well: we cannot refund a change-of-mind return that arrives wet, soiled or damaged because it was not protected on the way back.

Cancellations

You can cancel your order at no cost at any time until it ships.

• How to cancel: email us at nzb1383@gmail.com with your order number and "Cancel" in the subject line, as soon as possible.
• What counts is when your email reaches us: if it arrives before your order ships, we cancel the order, even if our reply comes later. We check for cancellation emails before every order leaves.
• Before it ships: we cancel the order and refund the full amount you paid, sales tax included, to your original payment method within 5 to 10 business days. We confirm the cancellation by email.
• If it left anyway: if your email reached us before your order shipped but the package still went out, you do not need to refuse it. Keep it unopened when it arrives: we send you a prepaid return label and refund you in full, at no cost to you, as soon as the package is on its way back to us.
• If you write after it has shipped: the order can no longer be canceled. It becomes a return: unused items can come back within 30 days of delivery, as described above. Please accept the delivery rather than refuse it: see Refused packages.
• If we cancel: if we cannot ship your order, or cannot ship it on time and you choose not to wait, we cancel it and refund you in full. See Shipping delays and your right to cancel.

Lost packages

If the carrier confirms that your package is lost, or it has still not arrived once the carrier's search is over, we reship your order or refund it in full, as you prefer, at our cost. See our Shipping & Delivery policy for what to do if a package is late or marked as delivered but not received.

Gifts and orders for someone else

If someone else ordered YORU products for you, the same conditions apply, and you can contact us yourself about a defect or damage. A refund always goes to the original payment method of the person who placed the order.

Your rights

This policy is part of our Terms of Sale. It adds to the rights you have under the law of your state and does not limit them.

Questions

Email us at nzb1383@gmail.com. We reply within 2 business days.