Refund policy

1. The 30-Night Trial — Silence

At Silence, we know a pillow can't be judged in a shop. It has to be slept on. So your child sleeps on theirs for up to 30 nights, at home, in their own bed.

If it isn't right for them, write to us at trysilencecontact@gmail.com within 30 nights of delivery.

👉 Under the trial we'll look at what happened and find a solution that fits, which may include:

  • a different height, if the one you picked turned out too low or too high for their shoulders,

  • an exchange,

  • store credit,

  • a partial or full refund.

Every request is handled case by case, fairly and openly.

The pillow does not have to be unused, and you don't have to have kept the box. That is the whole point of a trial: your child has to actually sleep on it before you can know.

2. How to open a trial return

Write to trysilencecontact@gmail.com and include:

  • Your full name

  • Your order number

  • What didn't work for your child — the height, the firmness, the size

Once your request is approved, we'll send you the return instructions and the return address.

⚠️ Please wait for that approval before sending anything back. A parcel that arrives unannounced can't be matched to an order, and may be refused.

3. After the 30 nights

Past 30 nights from delivery, we can no longer offer a return or a refund under the trial, except where the law requires it.

Your statutory rights in the event of a faulty product are unaffected and continue to apply — see section 5.

4. What we can't take back

Outside a faulty or incorrect item, we can't accept:

  • a pillow that has been torn, cut, or damaged by a pet

  • a pillow that has been washed or dried against the care instructions supplied with it

  • a pillow that is heavily soiled or stained beyond normal use

  • a return with no proof of purchase (order number or receipt)

Pillowcases, including those given free with a bundle, can be returned unwashed within the same 30 nights.

5. Damaged, faulty or incorrect items

If your order arrives damaged, faulty, or isn't what you ordered, contact us within 7 days of delivery and attach clear photos of:

  • the item you received

  • the packaging

  • the problem itself

We'll review it and send a replacement or issue a refund, at no cost to you.

6. Refunds

Once your return is received and checked:

  • You'll get an email confirming the refund

  • The money goes back to your original payment method

  • Processing can take 5 to 10 business days, depending on your bank

7. Exchanges

Within the 30 nights, we'll happily exchange a pillow for a different height — that's often all it takes.

Outside the trial, we only exchange where the product is faulty, arrived damaged, or we made a packing or shipping error.

8. Late or missing refunds

If your refund hasn't arrived yet:

  1. Check your bank account again

  2. Contact your card issuer

  3. Contact your bank (processing times vary)

If you still can't find it, write to us at trysilencecontact@gmail.com.

9. Return shipping costs

Return shipping is paid by the customer, unless the product is:

  • faulty,

  • damaged on arrival,

  • or sent in error by Silence.