Returns and Refund Policy

30-day returns

You have 30 days after receiving your order to request a return.

To qualify for a return, the product must be unused, in the same condition in which it was received, with any tags attached and in its original packaging. You will also need your order number or other proof of purchase.

Our 30-day returns policy is offered in addition to your statutory consumer rights.

Vacuum-sealed pillow returns

For hygiene, product protection and more compact delivery, all Nurtura Sleep pillows are supplied in sealed vacuum packaging.

Under our voluntary 30-day returns policy, a pillow can only be returned for a change of mind when:

• It has not been used, slept on or washed.
• The vacuum seal remains completely unopened and intact.
• It is returned in its original, resalable condition.

Once the vacuum seal has been opened, the pillow is no longer eligible for a change-of-mind return under our voluntary 30-day policy.

This does not affect your statutory rights, including your rights if the pillow is faulty, damaged, incorrect or not as described.

Requesting a return

To request a return, email info@nurturasleep.co.uk with your order number and the reason for your return.

If your return is approved, we will provide instructions explaining how and where to send it. Please do not return an item before contacting us, as this may delay the processing of your return.

Approved returns should be sent to:

Fyncon
1 Rocky Lane
Aston
Birmingham
B6 5RQ

Unless the product is faulty, damaged, incorrect or not as described, you are responsible for the cost of returning it. We recommend using a tracked postal service, as we cannot be responsible for returns lost in transit.

Damaged, faulty or incorrect items

Please inspect your order when it arrives. Contact us as soon as possible if an item is faulty or damaged, or if you have received the wrong product.

Email info@nurturasleep.co.uk with your order number, a description of the issue and clear photographs where possible. We will assess the issue and arrange an appropriate refund, replacement or other resolution.

Items that cannot be returned

We cannot accept change-of-mind returns for:

• Pillows whose hygiene seal or sealed packaging has been opened.
• Products that have been used, washed, marked or damaged after delivery.
• Personalised or custom-made products.
• Gift cards.

Sale items retain the same statutory rights as full-price items and may be returned when they otherwise meet the conditions of this policy.

Exchanges

The quickest way to receive a different product is to return the original item and place a separate order once the return has been approved.

If an item arrived faulty, damaged or incorrect, contact us before placing another order so that we can assist you.

UK cancellation rights

For most products purchased online, UK customers have the legal right to cancel an order within 14 days of receiving it without providing a reason. After notifying us, you normally have a further 14 days to return the goods.

This cancellation right does not apply to sealed goods that are unsuitable for return for health or hygiene reasons once their hygiene seal has been broken after delivery.

Where the right to cancel applies, products may only be handled as much as would reasonably be permitted in a shop. We may reduce the refund if unnecessary handling has diminished the product’s value.

Refunds

We will notify you when we have received and inspected your return and confirm whether your refund has been approved.

Approved refunds will be issued to your original payment method. Where required by law, this will include the cost of standard delivery but not any additional amount paid for an enhanced delivery service.

We will process the refund within 14 days of receiving the returned goods or receiving evidence that they have been sent back, whichever occurs first. Your bank or card provider may require additional time to credit the money to your account.

If you have not received your refund after the timescales above, please contact info@nurturasleep.co.uk.