Returns and Exchanges

What Products Can Be Returned?

Due to health and safety regulations, all items that leave our factory cannot be reused in any way. As such it is important that you choose carefully.

If you wish to return product you can do so for full refund however office must be contacted within 7 days of receiving goods. Shipping is not refundable and product must be returned at purchasers cost. 

Please call us on +61 3 8585 6685 to discuss returns prior to sending them back to us. 

Product must be in original condition and original packaging with a copy of invoice from Therapeutic Pillow Australia. 

If you wish to exchange item for something else then Therapeutic Pillow Australia will meet the outgoing freight cost on the new item. 

Pls note that with no prior discussion Therapeutic Pillow will refuse any returned product, and the item will be shipped back to the sender or discarded by Therapeutic Pillow, with no credit issued.

Returns and Exchanges - US Deliveries

Our online shopping policy is designed to ensure 100% satisfaction.
You are entitled replacement product if
• The goods you receive are not exactly what you ordered
• The goods you receive are not in good condition
• The goods you receive are faulty in anyway

You are entitled to a full refund excluding freight costs if you are not happy with the goods you purchased if you do not find the goods to your satisfaction. 

* Conditions
To return a Therapeutic Pillow product it must be:
• Unused, and in original condition, with all parts, instructions and packaging.
• Undamaged.
• Returned within 7 days of receiving. 
• Returned with a copy of the official receipt/tax invoice.
• Returned with a copy of the Return Authorisation Form.

You will not be issued credit for returns that do not meet these conditions.

If the item you are returning was received damaged, defective, or was shipped in error by Therapeutic Pillow will be responsible for replacement of product and shipping costs.

For all other returns, the customer will pay the delivery costs and the return shipping costs.


What If My Order Is Damaged?

If the item you are returning was received damaged, defective, or was shipped in error by Therapeutic Pillow will organise replacement of product for you. You may be requested to send through a photo of damaged product to our product returns team.  


How Do I Return My Order?

To return a product, simply:
1. Fill out the "Return Authorisation" form.

2. Contact Therapeutic Pillow for a Return Authorisation number.

Send the return with the Return Product Form to:

Therapeutic Pillow,
234 Centre Dandenong Road,
Cheltenham VIC 3192,


Proof of Dispatch

If you do return a product please make sure you have proof of despatch, so if your parcel gets lost you will be able to trace it. If your item goes missing in transit we cannot send a replacement or issue a refund.

It is your responsibility to ensure the goods are adequately packaged so it doesn't get damaged in transit. We will not issue a return or exchange unless the product/s are in an "as new" condition.