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Warrantees, Guarantees and Exchanges
You can purchase from us with complete confidence. We have researched and selected our range of products from the best suppliers around the world. We only choose quality products that we know will have a benefit for you, and which with normal use, should outlive their warranty periods by a long while.
Standard 12 month Warranty
We realize that occasionally things can go wrong, so we are happy to provide you with our standard 12 month warranty on ALL the items we sell. If the goods are faulty as a result of faulty workmanship or materials, Pillow Science will exchange the product for you. Simply contact us either by email info@pillowscience.com.au or phone 03 9576 8828 in Australia. We will advise you as to the procedure for returning items to us or resolve any other concerns you might have. Please note that this is NOT a performance guarantee (see later), but a manufacturing warranty.
14 Day Performance Guarantee - Applies only to pillows
We are pleased to offer a similar guarantee to our internet shoppers as we do in-store: Pillow Science retail stores offer a unique opportunity for customers to be fitted out in-store with the pillow that feels right and keeps them spinally aligned. In-store, we offer a 14 Day Performance Guarantee. Terms and Conditions are as below
Slide 1
Pillows must be exchanged within 14 days
Customer must sleep on pillow for at least 5 nights.
A Pillow Protector must be purchased on same invoice as pillow.
If exchanged pillow involves less dollars, then customer is entitled to a store credit.
If exchanged pillow involves more dollars, then customer is to pay the difference.
Customer is entitled to exchange pillows once only
Pillow protector is used so that returned pillows can be donated to charity or sold into
Hospitality industry
A strict fair-play policy applies and we understand that this generous guarantee exceeds the requirements of Consumer Affairs and the ACCC.
If you are shopping online from home, you are welcome to take advantage of our 14-Day performance guarantee. Please be aware, however that we will not accept any internet products back unless it they have been mailed to us by Certified or Registered Post with Australia Post. A standard $20 administration fee also applies to internet returns.
Limitation of Guarantees
Pillow Science has no guarantee in place for Special-Needs Pillows. These pillows may help aid a medical condition, but are still limited in their ability to effect a complete cure, since this is beyond the scope of a pillow which is a Class 1 medical device. For this reason, we only offer our standard 12 month manufacturer warranty, but cannot refund or exchange a Special Needs pillow for any other reason.
For any exchange or warranty/guarantee enquiries, please contact us either by email info@pillowscience.com.au or phone 03 9576 8828 in Australia. We will advise you as to the procedure for returning items to us or resolve any other concerns you might have. If necessary, we will provide you with a Goods Return Voucher (GRV) number.
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