Refund policy

Returns & Refunds Policy

 

At Reaxis, we want you to rest easy — literally. That's why every order is backed by our 30-Day Satisfaction Guarantee. If something isn't right, here's exactly how it works.

Our 30-day window

You have 30 days from the date your order is delivered to request a return or refund. In most cases you won't need to ship anything back — once your request is approved, you may simply keep or dispose of the item.

If your item arrives damaged, defective, incorrect, or doesn't arrive at all

We've got you fully covered. You're entitled to a full refund or a free replacement. Just contact us within 30 days of delivery with your order number and a photo or short video showing the issue. This does not affect your statutory consumer rights.

If you've changed your mind

  • Product unopened (original plastic intact): You're welcome to a full refund within the 30-day window.

  • Product opened, with reasonable use: We still accept it, as long as the pillow shows no signs of misuse.

Condition of the returned item

To be eligible, the product must:

  • Be in good general condition, with no damage caused by improper use
  • Include all original items it was sent with

You don't need to have kept it unopened — we understand you may need to try the pillow to evaluate it. However, a request will not be eligible if the item shows any of the following:

  • Stains, odors, pet hair, or visible soiling
  • Tears, rips, cuts, or opened seams
  • Permanent deformation from improper washing or excessive weight
  • Damage from liquids or moisture exposure
  • Any modification to the product, or evident damage caused by misuse or negligence

Returns we may ask you to ship back

For most single-item orders, no physical return is required. However, we reserve the right to request that an item be returned before a refund is issued — this may apply, for example, to multi-item or higher-value orders. If we ask you to return an item:

  • Return shipping costs are the customer's responsibility, except where the return is due to a defective or damaged product, in which case we cover them.
  • We recommend using a tracked shipping service and keeping your proof of postage until your refund has been processed. Reaxis cannot be held responsible for return packages lost or damaged in transit.

Outside the window or beyond reasonable use

After 30 days, or where an item shows clear signs of misuse, we're unable to accept a change-of-mind return. Manufacturing defects are always covered, regardless of timing, in line with your statutory rights.

How to start a return

Email us at info@reaxislabs.com with:

  1. Your order number
  2. A brief reason for the return
  3. One or two clear photos of the product

We'll review your request and reply within 1-2 business days.

Refunds

Approved refunds are issued to your original payment method within 5-15 business days. Depending on your bank or card provider, it may take a few additional days to appear on your statement.

Questions? Contact us at info@reaxislabs.com — we're here to help.