Refund policy

Applicable Product: Sleevon Travel Neck Pillow and its genuine accessories. Customer Support Email: support@sleevon.com Effective Date: Updated for 2026 and applicable to all orders placed on the website.

Welcome to Sleevon. To ensure maximum consumer protection while maintaining a fair, transparent, and rigorous operational standard, Sleevon establishes the following Return and Refund Policy. Please read carefully before making any purchase.

1. General Return Conditions (60-Day Window)

Sleevon offers a 60-day return window starting from the date the shipping carrier marks the order status as "Delivered." Once this 60-day period has elapsed, we regret that we cannot accept any requests for refunds, returns, or exchanges for any reason whatsoever.

To qualify for a return and subsequent refund, your item must strictly meet the following criteria:

  • The product must be 100% brand new, unworn, unused, showing zero signs of wear, stretching, staining, hair, skin oil, deodorant/makeup marks, or foreign odors.
  • The product must be in its original manufacturer packaging (including the outer shipping box, vacuum-sealed compression bag, and retail hang tags still attached).
  • All included components and accessories (including the pillow body, removable/washable cover, adjustable strap or clip, drawstring carry pouch, and instruction card) must be complete and unused.
  • The customer must provide a valid electronic invoice or proof of purchase verified by the Sleevon system (Order ID, registered purchase email).

Orders cannot be canceled once they are in transit. If you no longer wish to receive your order after it has been shipped, please follow our standard return process upon receiving the package.

2. Hygiene & Sanitation Exception (Critical Terms)

SPECIAL CRITICAL NOTICE: Because the Sleevon Neck Pillow is a product worn directly against the skin, hair, and neck, we must uphold strict sanitary standards for all inventory returned to stock. Sleevon absolutely does not accept refunds or returns under the following circumstances:

  • Products removed from their vacuum-sealed packaging and worn: Any Sleevon pillow that has been unsealed from its original compression packaging, tried on, or used is immediately deemed a Used Product and is fully ineligible for return or refund under the guise of buyer's remorse or customer dissatisfaction.
  • Removable Cover: If the washable cover has been removed from its factory-sealed wrap, worn, or laundered, the product immediately forfeits its return eligibility due to strict hygiene policy.

3. Shipping Fees and Return Deductions

Please be fully aware of the following financial assessments when initiating a return based on personal preference (change of mind, wrong size/firmness, etc.):

  • Return Shipping Fee: The customer is solely and fully responsible for paying all shipping costs associated with returning the item to the designated Sleevon warehouse. Shipping costs are strictly non-refundable.
  • Restocking Fee: All valid returns initiated due to personal preferences will be subject to a flat restocking and quality inspection fee of 15% of the original order value. This fee will be deducted directly from your final refund amount.
  • Duties and Incidental Fees: Any auxiliary expenses incurred during the return process (including but not limited to import duties, customs clearance fees, or local postal surcharges) shall be borne by the customer or deducted from the final refund if pre-paid by Sleevon upon arrival.

4. Step-by-Step Return Process

To ensure your return is processed legitimately, you must strictly follow this security and inspection protocol:

Step 1: Submit a Formal Request via Email The customer must email support@sleevon.com with the subject line format: [Return Request] - [Your Order ID]. The email must contain the following mandatory evidence:

  • At least 3 high-resolution photographs clearly displaying all sides of the product, its packaging, and the intact hang tags/seals.
  • At least 1 short video (minimum 15 seconds, filmed in a single continuous take with no cuts or edits) scanning the entire product and clearly showing the order number written on a piece of paper held next to the item, to confirm it is unworn, still sealed or in like-new condition, with no signs of usage.

Note: The reason for return stated in this email is final and will be used to determine your applicable fees. It cannot be changed or reclassified after submission.

Step 2: Preliminary Approval and RMA Issuance The Sleevon Support Team will evaluate your email submission within 48 business hours. If it meets our initial criteria, we will issue a Return Merchandise Authorization (RMA) Number along with the designated warehouse address. Prohibited: Do not ship items back without an RMA number. Any package returned unauthorized will be rejected, and Sleevon will not be liable for its loss.

Step 3: Secure Packaging and Tracked Shipping Carefully repackage the product (it is highly recommended to use the original outer shipping box to prevent damage to the main product packaging). You must clearly write the RMA number on the outside of the package and ship it using a service that provides a valid Tracking Number. You must email this tracking number to us immediately. Sleevon is not responsible for any items lost or damaged by third-party logistics during transit.

5. Warehouse Inspection and Refund Timeline

Upon receipt of the returned package at our facility, Sleevon will execute a strict physical inspection:

  • The physical inspection and quality control assessment will take between 3 to 5 business days from the date the package is delivered to our warehouse.
  • If the product successfully passes all requirements in Section 1 and Section 2, Sleevon will send a refund approval email. The actual refund amount is calculated using the following formula:

Final Refund Amount = Original Order Value − Original Shipping Fee − Restocking Fee (15%) − Incidental Costs (if any)

  • Approved refunds will be processed automatically to your original method of payment (Credit Card, PayPal, or Digital Wallet).
  • Please allow 7 to 10 business days for the funds to reflect in your account, depending entirely on your financial institution or card issuer's processing times.
  • If the item received at our warehouse does not match the condition, identity, or serial/order number documented in your Step 1 photo and video evidence, Sleevon reserves the right to deny the refund and return the item to the customer at the customer's expense.

6. Warranty and Defective Items Policy

For Sleevon Neck Pillows encountering a manufacturing defect (e.g., stitching coming undone, zipper or buckle failure, or memory foam that fails to retain its shape under normal use) arising during standard use:

  • Customers are entitled to the official brand warranty covering the replacement of defective units within the designated warranty period (please refer to the warranty card included with your pillow).
  • Upon identifying a manufacturing defect, immediately contact support@sleevon.com, attaching clear photos or a short video demonstrating the defect.
  • For verified manufacturing defects reported within the first 30 days, Sleevon will cover all shipping expenses to send a replacement unit. We do not provide cash refunds for used items; instead, we reserve the right to repair or replace with an equivalent unit to restore full product functionality.

7. Non-Refundable Categories

Sleevon explicitly denies refunds for the following items and situations:

  • Any products purchased under clearance sales, end-of-season discounts, liquidated items, or products marked as Final Sale at checkout.
  • Products damaged, torn, stained, or unraveled due to customer error or misuse (machine-washing or drying when only hand-wash/air-dry is specified, exposure to direct heat, pet chewing/scratching, or normal wear and tear from extended use).
  • Orders that are abandoned, returned, or destroyed because the customer provided an incorrect/incomplete shipping address, refused delivery without cause, or failed to cooperate with local customs authorities.

8. Frequently Asked Questions

Can I return a neck pillow that I've already used? No. For hygiene reasons, all returns must be unworn and unused, with tags and packaging intact. Once a pillow has been used, it is no longer eligible for return under any circumstance, including buyer's remorse.

Can I return or cancel an order because it "took too long" to arrive, if it was delivered within your stated shipping window? No. Our stated shipping window is 6–10 business days plus 1 business day processing. Orders delivered within this window are not eligible for return on the grounds of delivery speed.

Can I change my mind after already using the pillow? No. A change-of-mind return is only accepted while the product remains unused, unworn, and in its original sealed packaging.

Can I return a pillow I received as a gift? Yes, provided it meets our standard return criteria (unused, original packaging, within 30 days of delivery) and you can supply the order number or a gift receipt.

Can I return a defective pillow? Yes. Contact us immediately with photos or a video clearly showing the defect. Verified manufacturing defects are covered under Section 6 at no cost to you.

What if I accidentally ordered more pillows than I needed? Orders returned solely due to over-ordering or a change in quantity needed are not eligible for return, as this is not a manufacturing or fulfillment error on our part. Please review your cart carefully before completing checkout.

Can I send a return back without contacting you first? No. Packages shipped to our warehouse without a prior RMA number will be refused on arrival, and Sleevon is not responsible for their loss.

9. Legal Jurisdiction and Binding Agreement

By completing a purchase of the Sleevon Travel Neck Pillow, the customer automatically acknowledges, understands, and agrees to be legally bound by all terms outlined in this Return and Refund Policy. Sleevon reserves the right to modify or amend this policy at any time to align with legal updates or operational requirements without prior notice. The final interpretation and resolution of all return and refund claims remain under the exclusive jurisdiction of Sleevon.

Warranty for Defective Items (12-Month Coverage)

Our 12-month warranty strictly covers any defect in materials or workmanship under normal use (including stitching, straps, buckles, and the foam core). This warranty only applies to inherent manufacturing defects and does not cover damages caused by improper care (e.g., machine-washing or drying when not specified), pet chewing, or accidental damage. For used items with verified manufacturing defects, we do not issue cash refunds; instead, we will ship an equivalent replacement unit free of charge. To claim, email support@sleevon.com with your Order Number and a short video or photos demonstrating the defect.

European Union 14-Day Cooling-Off Period

If the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days for any reason and without justification. The item must be in the same condition that you received it, unused, and in its original packaging.

Delivery and Liability After Dispatch

Once an order has been marked as "delivered" by the courier, our responsibility for handling the package ends. Our standard shipping window is 6–10 business days (plus 1 business day for processing). It is the customer's responsibility to ensure a secure delivery location. We are unable to issue refunds for packages stolen after confirmed delivery.

Delivery Refusal & Unclaimed Packages

  • Refused Deliveries: We strongly encourage customers to accept delivery. Refused shipments are handled by carriers and local customs and are often not returned to our warehouse (they may be abandoned or destroyed). If a package is not successfully returned to our warehouse due to refusal, we cannot process a refund.
  • Unclaimed Packages: Orders that are unclaimed or returned due to customer-related actions (incorrect address, failure to collect) may not be eligible for a full refund if the package is lost in return transit.