Refund & Return Policy

The Knotty Pillow
Effective Date: March 9, 2025
Updated Date: January 17, 2026

At The Knotty Pillow, we want every customer to feel confident when placing an order. Please read this Refund & Return Policy carefully before purchasing, as it outlines when refunds, returns, or replacements may be issued.

1. Overview

This policy applies only to orders successfully placed and paid for through The Knotty Pillow’s official website checkout.
All refunds, returns, and replacements are subject to this policy and, where applicable, third-party supplier guidelines.

Orders are considered valid only after payment has been successfully processed through our website.

2. Eligible Refunds & Returns

We may offer a refund, replacement, or store credit only under the following circumstances:

• Defective or Damaged Items: The item arrives damaged or defective.

• Incorrect Item Received: The item received is materially different from what was ordered.

Eligibility is determined at our discretion after review of the request and supporting documentation.

3. Non-Refundable Situations

Refunds, returns, or replacements will not be provided for:

• Payments that fail, are reversed, canceled, or never successfully complete

• Payments made outside of the website checkout (including peer-to-peer payment apps or direct transfers)

• Change of mind, buyer’s remorse, or accidental orders

• Incorrect size, color, or style selection by the customer

• Items that have been used, washed, worn, or altered

• Orders placed with incorrect shipping or contact information

4. Return & Refund Request Process

To request a return or refund for an eligible issue, you must:

1. Contact support@theknottypillow.com within 3 days of receiving your order

2. Provide your order number, a clear explanation of the issue, and clear photos showing the defect or error

3. Wait for written approval before returning any item

Requests submitted outside this timeframe or without proper documentation may be denied.

5. Refunds, Replacements & Supplier Review

Approved refunds are issued to the original payment method used at checkout only.

Because some items are fulfilled through third-party suppliers, refund or replacement requests may require supplier review. This process may take up to 15 business days after approval.

If a supplier denies a claim due to policy restrictions or insufficient evidence, we may be unable to issue a refund or replacement.

Replacement items are shipped only after approval and, when required, return confirmation.

Return shipping costs may be the responsibility of the customer unless otherwise stated.

6. Chargebacks & Disputes

Customers are encouraged to contact us directly before initiating a chargeback or payment dispute. Unauthorized chargebacks or disputes for non-refundable situations may result in order cancellation and future order restrictions.

7. Policy Updates

We reserve the right to update or modify this Refund & Return Policy at any time. Changes take effect immediately upon posting and apply to all orders placed thereafter.

8. Contact Information

If you have questions about this policy, please contact us at:

Email: support@theknottypillow.com