Refund Policy — 120-Day Money-Back Guarantee

At AcePillow, we want you to sleep on it — literally. Every order is covered by our 120-Day Money-Back Guarantee: if you are not satisfied with your pillow for any reason within 120 days of delivery, you can request a full refund of the purchase price.

What the guarantee covers

• A full refund of the product purchase price, issued to your original payment method.
• Available for any reason — comfort is personal, and we respect that.
• The guarantee period starts on the date your order is delivered, as shown by the carrier's tracking information.
• One money-back claim per order.

Original shipping fees (if any were charged) are non-refundable, unless the return is due to our error (damaged, defective, or incorrect item).

How to submit a refund request

To keep the process fast and reliable for everyone, all refund requests go through our refund request form. Simply email us at info.acepillow@gmail.com with the subject line "Refund Request – Order #[your order number]" and include the following information:

1. Full name (as used on the order)
2. Order number (e.g., #1234 — found in your confirmation email)
3. Email address used at checkout
4. Approximate delivery date
5. Product(s) you are requesting a refund for
6. Reason for the request (a few sentences — this helps us improve)
7. Photos of the product, if your request concerns a damaged, defective, or incorrect item
8. Preferred resolution: refund or replacement

Requests that include all eight items are typically processed without any back-and-forth. If anything is missing, we will reply and ask for it, which may delay your refund.

What happens next

1. Confirmation — We will confirm receipt of your request within 2 business days.
2. Review and instructions — We will review your request and reply with the outcome. If a return of the item is required, we will provide return instructions and the return address at that time. Please do not send products back before receiving instructions, as unauthorized returns cannot be tracked to your order.
3. Refund — Once your request is approved (and the returned item is received, where a return was required), your refund will be issued within 10 business days to your original payment method. Depending on your bank or card issuer, it may take an additional 5–10 business days for the amount to appear on your statement.

Return shipping costs are the customer's responsibility, except when the return is due to our error (damaged, defective, or incorrect item), in which case we will cover it.

Damaged, defective, or incorrect items

If your order arrives damaged, defective, or incorrect, we will make it right at no cost to you — with a free replacement or a full refund, your choice. Please email us within 7 days of delivery using the form above and include clear photos of the item and packaging. Claims for transit damage are much easier for us to resolve with the carrier when reported promptly.

Late or missing refunds

If your refund was confirmed but has not appeared after 10 business days:

1. Check your bank account or card statement again, including pending transactions.
2. Contact your card issuer or bank — processing times vary.
3. If you have done both and still have not received your refund, email us at info.acepillow@gmail.com and we will investigate with our payment processor.

A note before contacting your bank

If anything about your order or charge looks wrong, please email us first at info.acepillow@gmail.com. We resolve almost every issue faster than a bank dispute can, and we honor this policy in full.