Refunds & Returns
Cancellation, returns and refunds
Cancel within 14 days of delivery. Conditions apply; you pay change-of-mind return postage to Thailand. Your statutory rights are unaffected. Full returns policy
Your 14-day legal right to cancel
If you are a consumer in the EU, you have the legal right under the European Union (Consumer Information, Cancellation and Other Rights) Regulations 2013 to cancel your order within 14 days of receiving it, for any reason. To cancel, just email us at theteam@latexpillow.irish with your order number before that period ends. You then have a further 14 days to send the goods back.
You may inspect the goods as you would in a shop. Handling beyond what is needed to establish their nature, characteristics and functioning may reduce the refund by any resulting loss in value. This is not an extended sleep trial. We refund the price you paid, including the least expensive standard delivery option; any extra express-delivery charge is not refundable for a change of mind. You are responsible for the cost of returning the goods unless we agree otherwise or the item is faulty. Returns are sent to our address in Thailand, so postage usually costs more than a local return.
Faulty or incorrect items
If your pillow arrives faulty, damaged or not as described, contact us and we will put it right at no cost to you, in line with your rights under the Consumer Rights Act 2022 and the EU Sale of Goods Directive 2019/771. We cover return costs for faulty items.
How to return
All returns go to our address in Thailand. Email us with your order number first and we will send you simple return instructions. Then post the item to:
Caruso Consulting Co Ltd
Suite 69, 47 Moo 1, T. Nawoong, Meaung
Phetchaburi 76000
Thailand
Use a tracked service and keep your proof of postage. Once your pillow is back with us and checked, we process your refund.
Refund timing
We refund to your original payment method within 14 days of being told that you are cancelling. We may withhold the refund until we receive the goods or evidence that you have sent them back, whichever happens first. Your payment provider may need additional processing time before the credit appears.