Refund policy

Last updated: 17 June 2025
Effective globally, unless otherwise required by local law

1. Eligibility for Return

You may return items under either of the following conditions:

  • Faulty or incorrect: Damaged, defective, or not as described.
  • Change of mind: Unused, in original packaging, and within 14 calendar days of delivery.

We reserve the right to refuse returns that are used, damaged by the customer, or not in their original packaging.

2. How to Request a Return

  1. Email sale@kneepillow.co.uk with your order number and reason for return.
  2. We’ll reply with a Returns Authorization and instructions.
  3. Send the item back by post (in-person returns are not accepted).
    • If returning for any reason other than our error, you are responsible for return postage.
    • For faulty or incorrect items, we’ll provide a pre-paid returns label.

Include your order number inside the package to speed up processing.

3. Exchanges

To exchange an item, return your original order (per above) and place a new one once your return is approved.

4. Refunds

  • Approved refunds are issued to your original payment method within 7 business days of inspection.
  • Original outbound shipping costs are non-refundable, unless the return is due to our error.
  • You will receive an email confirmation once your refund has been processed.
  • If you haven’t received your refund within 15 business days of confirmation, contact us at sale@kneepillow.co.uk.

5. EU 14-Day Right of Withdrawal

If you are located in the EU, you may cancel your order within 14 calendar days of delivery under the EU Consumer Rights Directive. Items must be unused, in original packaging, and include proof of purchase.

6. Non-Returnable Items

The following items are non-returnable:

  • Perishables (e.g., food, plants, flowers)
  • Custom or personalised items
  • Opened personal care or hygiene products
  • Hazardous materials or flammable liquids
  • Gift cards or final-sale clearance items

7. Your Legal Rights

This policy is in addition to your statutory rights under applicable consumer protection laws in your country, including the UK Consumer Contracts Regulations 2013 and other relevant laws.

Contact Us

AFA Ecommerce Limited (trading as KneePillow.co.uk)
Company No. 11688147 | VAT Reg No. GB440399294
Registered office: 207 Regent Street, London, W1B 3HH

If you have any questions, please contact us here or email sale@kneepillow.co.uk.