Refund Policy

🗓️ Last updated: August 31, 2026

This page explains how refunds work for the Derila Ergo pillow, what the 60 night guarantee covers, how to start a request and how long the money takes to reach you. We have written it to be genuinely useful rather than defensive, because a refund policy that hides the important parts is not doing its job.

The 60 night satisfaction guarantee

Every Derila Ergo is covered by a 60 night satisfaction guarantee. That means you can sleep on the pillow at home for a full sixty nights and, if it is not working for you, request a refund within that window. This is deliberately far longer than a typical retail return period, because a pillow genuinely cannot be judged in a store and often cannot be judged in a single week either.

The sixty nights run from the date your order is delivered rather than the date you placed it, so you get the full period regardless of how long shipping took.

Why the trial period matters more than usual here

A supportive ergonomic pillow almost always feels unfamiliar for the first few nights. Your neck muscles have spent a long time compensating for whatever you slept on before, and they take several nights to stop bracing. Most people describe the pillow as feeling normal somewhere around the fourth or fifth consecutive night, and the benefits usually keep building through weeks two and three.

Our honest advice, which costs us money to give, is to use the pillow for at least seven consecutive nights before deciding. Not seven nights spread across a month with your old pillow in between, because that resets the adjustment each time. If after two full weeks it still is not working for you, that is a real answer and the guarantee exists for exactly that situation.

How to request a refund

Email support@derilaergo.com from the address you used to place the order, include your order number, and tell us you would like a refund under the 60 night guarantee. Your order number is in your confirmation email, and if you cannot find it, send us your full name and the approximate order date and we will locate it for you.

You do not need to write an essay explaining yourself. A single line is enough. Telling us briefly what did not work is genuinely helpful and occasionally leads to a suggestion that solves the problem, but it is entirely optional and it has no effect on whether your request is approved.

We will reply within one to two business days with confirmation and, where a return is needed, the return address and a reference number to include with the package. Please wait for those instructions before posting anything back, since a return that arrives without a reference takes considerably longer to match to your order.

Timeframes

Refunds are typically processed within five to seven business days of your request being confirmed, or of a returned item arriving and being checked where a return is required. Once processed, the money takes a further three to ten business days to appear on your statement, depending on your bank or card issuer. Credit card refunds usually clear faster than debit card refunds.

If more than fifteen business days have passed since you received confirmation that your refund was processed and nothing has arrived, check with your bank first and then email us again. We will chase it.

What is covered

The guarantee covers a pillow that simply does not suit you, whether because the loft is wrong for your frame, because you find the firmness uncomfortable, or because it did not deliver the improvement you were hoping for. Preference is a perfectly valid reason and you do not need to justify it.

It also covers items that arrive damaged in transit or turn out to be faulty. In those cases, email us straight away with a photograph rather than waiting, because damaged and faulty items are normally resolved with a replacement shipped at our expense rather than a refund, and that is usually faster and better for you.

What is generally not covered

Requests made after the sixty night window has closed fall outside the guarantee, although it is always worth asking politely rather than assuming, because we do look at individual circumstances.

Damage caused by misuse is not covered, and by far the most common example is a pillow that has been put through a washing machine or a tumble dryer, which permanently destroys the foam structure. The removable cover is machine washable and the foam core is not. This single distinction accounts for most declined claims, so it is worth reading our guide on how to clean a memory foam pillow before your first wash.

Items bought from unauthorised third party sellers or marketplace listings rather than through our official checkout are not covered here, because there is no order record on our side to verify. If you bought through a marketplace, your recourse sits with that marketplace.

Return shipping

Faulty, damaged or incorrectly shipped items are always returned at our expense and we will send you a prepaid label. Returns based on personal preference may involve a return shipping cost depending on the terms in force at the time of your purchase, and we will tell you clearly which applies to your order before you send anything back. There are no restocking fees in either case.

Multi-pillow bundles

If you bought a two pillow or four pillow bundle, the guarantee applies to the order as a whole and you can return the full bundle for a complete refund within the sixty nights. Partial returns are handled case by case, since bundle pricing is calculated across the full quantity and returning part of a bundle changes the per pillow price of what you keep. Just ask us what applies to your order and we will work it out with you.

Cancelling before delivery

If you change your mind before your order ships, email us immediately and we will cancel it if we can. Orders are usually dispatched within one to two business days, so the window is short, and once a package has left the warehouse it has to be handled as a return rather than a cancellation.

Still have a question?

If anything here is unclear, or your situation does not fit neatly into any of the sections above, write to support@derilaergo.com and ask. We would much rather answer a question before you order than process a refund afterwards, and we will give you a straight answer even when that answer is that the Derila Ergo is probably not the right pillow for you.