Refund policy
The 100-night trial
We back every pillow with a 100-night trial — sleep on it, and if it isn't right for you, send it back free of charge and get the full purchase price refunded.
- The clock starts the day your pillow is delivered.
- Try it for up to 100 nights. If it's not working for you, email info@hana-sleep.com before the 100 nights are up.
- Return shipping is free: we send you a prepaid return label.
- Full refund: within 14 days of your pillow arriving back with us, we refund the full purchase price.
Custom-made goods & your right of withdrawal (EU)
Under EU consumer law, online purchases normally carry a 14-day right of withdrawal. This right does not apply to goods made to your specifications or clearly personalised (Consumer Rights Directive, Art. 16(c)). As your hana pillow is made to your specifications, the statutory 14-day withdrawal right does not apply.
Our 100-night trial is our own voluntary promise and is more generous than this statutory right. It does not affect your rights if a product is faulty (see below).
Faulty, damaged, or wrong items
If your pillow arrives damaged, is defective, or isn't what you ordered, contact us at info@hana-sleep.com within 14 days of delivery with your order number and a photo of the issue. We'll replace it or refund you — your choice — at no cost to you. We cover return shipping in these cases.
This is separate from the trial and from your statutory warranty rights below.
Your statutory rights (EU & Switzerland)
You have statutory rights if your pillow is defective or not as described. Under EU law you have a conformity guarantee (generally two years); under Swiss law you have warranty rights under the Code of Obligations. These rights apply regardless of the 100-night trial and are not affected by it.
How to start a return
- Email info@hana-sleep.com with your order number.
- We'll reply with a prepaid return label.
- Pack the pillow with its cover and send it back with the label.
Refunds
Within 14 days of your returned pillow arriving with us, we refund the full purchase price to your original payment method. We'll email you when it's done. Depending on your bank or card provider, it may take a few extra days to appear.
Questions
Anything at all about a return or refund? Email info@hana-sleep.com and we'll sort it out.