Refund policy

LilPillo returns and refunds

Last updated: 18 October 2026

LilPillo is operated by Snoooze Limited, company number 11142024, registered in England and Wales.

Your statutory cancellation right (days 1-14)

For most products bought online, you may cancel without giving a reason. Tell us within 14 days beginning the day after you receive the goods. After telling us, you then have a further 14 days to send the goods back. Where one order is delivered in separate parts, the statutory cancellation period runs from receipt of the last item, lot or piece, as applicable.

You may inspect and handle the goods only as you would in a shop. We may reduce the refund to reflect any reduction in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods. For eligible pillows covered by our 30-day trial, we do not deduct for normal sleeping use.

30-day pillow trial

Try an eligible pillow at home for 30 days from delivery. Normal sleeping use is welcome. The trial is for UK orders only; you pay return postage. It is a normal paid purchase, not a subscription.

Tell us you would like to return the pillow by the end of the date 30 days after its actual delivery, using UK time. Each eligible pillow has its own trial period if your items arrive separately. Return the pillow with all the pieces supplied with it, including its pillowcase and bag where included. Separately purchased pillowcases, bags, duvets and other accessories are not included in the pillow trial.

We refund the amount actually paid for the eligible returned goods to your original payment method. We do not deduct for normal sleeping use or require store credit. Used pillows returned under the trial are disposed of and are not restocked or resold as new. See the full trial terms and eligible pillows.

Other voluntary returns (days 15-30)

For items outside the pillow trial, our existing voluntary return policy continues: you may request a change-of-mind return up to 30 days after receiving your order. After the statutory 14-day cancellation period, the item must be unused, unwashed, undamaged, in its original packaging and accompanied by proof of purchase. Your statutory rights are unchanged.

How to cancel or start a return

Email hello@lilpillo.uk with your order number, the item and whether you are cancelling, returning, or reporting a fault. Please wait for the return instructions and return address before sending anything. The registered office is not our returns address. Your reason for a trial return is optional. You do not need our approval to exercise your statutory cancellation rights. Send the items back within 14 calendar days of telling us and keep your proof of posting. If our return instructions are delayed, we preserve your original notice date and extend the voluntary return sending deadline to account for that delay.

Return costs

You are responsible for return postage for a change-of-mind cancellation or voluntary return, unless we agree otherwise. If the item is faulty, damaged, misdescribed or incorrect, contact us first; where the law requires, we will arrange or cover reasonable return costs.

Refunds

We refund the amount actually paid for returned goods. Retained items are not refunded. For a full statutory cancellation of your online order, we also refund the standard original delivery charge you paid. Extra paid for premium delivery is not refunded unless required by law. For a voluntary return after the statutory cancellation period, original delivery charges are not refunded.

We refund without undue delay, no later than 14 calendar days after we receive the goods or, if earlier, receive evidence that you sent them back. Refunds go to the original payment method; for statutory cancellation, another method may be used only if you expressly agree. Payment providers may take additional time to show the refund in your account.

Faulty, damaged, misdescribed or incorrect goods

Your statutory rights are not affected. Email hello@lilpillo.uk promptly with your order number and, where useful, photographs. Do not dispose of the item or packaging until we have replied.

Model cancellation form

Complete and send this form only if you wish to cancel the contract:

To: Snoooze Limited trading as LilPillo, Greatwood Cottage, Skirmett, Henley-on-Thames, England, RG9 6TD; hello@lilpillo.uk

I/We hereby give notice that I/We cancel my/our contract of sale for the following goods:

Ordered on / received on:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is sent on paper):
Date:

Contact

Snoooze Limited trading as LilPillo
Company number: 11142024
Registered office: Greatwood Cottage, Skirmett, Henley-on-Thames, England, RG9 6TD
Customer service: hello@lilpillo.uk
Returns: hello@lilpillo.uk