Returns
At Harley Street Orthopaedics, we understand that adjusting to a new orthopaedic pillow can take time. Neck support, posture, and sleep position all play a role – particularly if you’ve previously slept without structured support.
That’s why we offer a 30-Night Comfort Guarantee, giving you time to properly try your pillow and decide whether it’s right for you.
30-Night Comfort Guarantee
You may submit a return request within 30 nights of receiving your item if the product isn’t suitable for you.
Orthopaedic pillows often require an adjustment period of 7–14 nights, during which your neck and muscles adapt to improved positioning. We recommend allowing this time before deciding whether to request a return.
How to Request a Return
If you’ve given your pillow a fair try and feel it isn’t right for you, you can submit a return request through our website.
- All returns must be requested in advance
- Each request is reviewed manually by our team
- If approved, we’ll be in touch with the next steps and instructions
Items sent back without an approved return request cannot be accepted.
Return Fee
A small return fee of £4.95 will be deducted from your refund.
This helps cover return shipping and processing, and allows us to keep our prices fair for all customers.
Please note:
- Any delivery charges paid as part of the original purchase are non-refundable and will be excluded from the refund amount
Return Conditions
To be eligible for a return:
- The item must be returned in good, sellable condition
- The item must be securely wrapped and returned with the original packaging
- All original components must be included
- Proof of purchase is required
For hygiene and quality reasons, returns that are excessively damaged, incomplete, or not returned in a suitable condition may not be eligible for a refund.
Damaged or Incorrect Items
Please inspect your order upon delivery.
All claims for orders arriving damaged, defective, or incorrect must be submitted within 7 days of the delivery date, so we can assess the issue and make it right.
Claims submitted after this period may not be eligible for resolution.
Non-Returnable Items
The following items are not eligible for return:
- Gift cards
- Sale or clearance items
- Custom or personalised products
If you’re unsure whether your item qualifies, please contact us before submitting a return request.
Refunds
Once an approved return has been received and inspected, we’ll notify you of the outcome.
If approved:
- Refunds are issued to the original payment method
- Please allow up to 10 business days for the refund to be processed by your bank or card provider
If more than 15 business days have passed since approval, please contact us here.