Refund policy
Last updated: October 10, 2026
At Nollixe, we want you to understand your options if your purchase does not meet your expectations.
For return, exchange or refund assistance, contact hello@nollixe.com.
This policy applies to purchases made directly through nollixe.com. It does not limit any rights you have under applicable consumer law.
1. Return Period
You may request a voluntary return within 30 days of receiving your order.
To start a return, email hello@nollixe.com with your order number and the item you wish to return. A reason is helpful but is not required unless relevant to your request.
Any separately advertised sleep trial or satisfaction guarantee is governed by the conditions disclosed with that offer.
2. Return Eligibility
For a change-of-mind return, items must meet the following conditions:
To qualify for a change-of-mind return, the pillow must be unopened, unused and in its original packaging, with any original seals intact. All included components and accessories must be returned.
For hygiene reasons, we do not accept change-of-mind returns of opened or used pillows, except where required by applicable law.
This restriction does not affect your rights regarding defective, damaged, incorrect or misdescribed items.
Any exclusions must be disclosed before purchase. If an advertised sleep trial allows you to use the pillow, the return conditions will reflect that offer.
Change-of-mind restrictions do not remove your rights concerning defective, damaged, incorrect or misdescribed items.
3. How to Start a Return
Email hello@nollixe.com and include:
- Your order number or other proof of purchase.
- The item you wish to return.
- Whether you are requesting a refund or exchange.
- Details of any damage, defect or incorrect item, where relevant.
We will review your request and provide the return instructions and correct return address.
Please contact us before sending a parcel so we can identify your return and direct it to the appropriate location. The business address shown elsewhere on our website is not necessarily the return address.
4. Return Shipping Costs
For an eligible change-of-mind return, customers are responsible for arranging and paying for return shipping. Please contact hello@nollixe.com for return instructions before sending your item.
For defective, damaged or incorrectly supplied items, Nollixe will cover necessary return shipping costs where the issue is our responsibility or applicable law requires it.
If a return label fee or other permitted charge applies, its amount will be disclosed before you agree to it.
For defective, damaged or incorrectly supplied items, we will arrange an appropriate resolution and cover return shipping where the issue is our responsibility or applicable law requires it.
If you arrange your own return shipment, we recommend using a tracked service and keeping proof of postage.
5. Damaged, Defective or Incorrect Items
Please inspect your order after delivery. If an item arrives damaged, is defective or differs from what you ordered, contact hello@nollixe.com promptly.
Include your order number, a description of the issue and photographs where reasonably available.
We may request further information to assess the issue, but photographs are not an absolute condition for exercising statutory rights.
Depending on the circumstances and applicable law, the resolution may include a replacement, repair or refund. You do not need to purchase a replacement before contacting us.
6. Refunds
Once we receive your return, or sufficient evidence where applicable, we will assess it and notify you of the outcome.
Approved voluntary refunds are issued within 4 business days, subject to any shorter deadline required by law.
Refunds are normally issued to the original payment method. An alternative method will be used only where necessary and agreed with you or permitted by law.
Your bank or payment provider may require additional time to display the funds after we issue the refund.
If a refund is declined, we will explain the reason and how to contact us about the decision.
7. Original Shipping Charges
For a change-of-mind return, original shipping charges are non-refundable, except where applicable law requires otherwise.
For defective, incorrect or undelivered orders, shipping charges will be refunded where required by applicable law.
Any lawful deduction will be explained before the refund is finalized. We do not apply undisclosed restocking fees.
8. Exchanges
If you would like to exchange an item, contact hello@nollixe.com.
Exchange availability depends on stock and the condition requirements applicable to your return. We will explain any price difference or shipping charge before you agree to the exchange.
If an exchange is unavailable, we will explain any refund option available under this policy or applicable law.
9. Order Cancellations
To request a cancellation, email hello@nollixe.com as soon as possible with your order number.
We will try to stop fulfillment, but a voluntary cancellation may not be possible once processing or dispatch has begun. If the order has shipped, the applicable return procedure may apply.
This does not affect any statutory cancellation rights.
10. Promotional Purchases and Bundles
Eligible promotional purchases are refunded based on the amount actually paid.
For bundles or offers involving multiple items, any conditions affecting partial returns will be disclosed with the offer before purchase. We will explain the applicable refund calculation when reviewing your request.
Sale pricing alone does not remove rights relating to defective or misdescribed goods.
11. Gifts
If you received an item as a gift, contact us with the order number or other proof of purchase.
We can explain the available return options. Refunds normally go to the original purchaser’s payment method. Store credit will be offered only where available and accepted; it will not replace a refund you are legally entitled to receive without your agreement.
12. Your Consumer Rights
This policy provides our voluntary return arrangements in addition to applicable legal protections.
Nothing in this policy excludes mandatory warranties, statutory cancellation rights or remedies for goods that are defective, damaged, incorrectly supplied or not as described.
Where this policy conflicts with mandatory consumer law, the applicable legal requirement takes precedence.
13. Contact Us
For returns, exchanges and refunds:
Nollixe
Email: hello@nollixe.com
Website: nollixe.com