Refund policy
Last updated: October 2026
At Renova, we want you to have enough time to properly try your new pillow and decide whether it’s right for you. That’s why the Renova Butterfly Support Pillow is covered by our 90-Day Money-Back Guarantee.
This policy is in addition to your statutory rights under UK consumer law.
90-Day Money-Back Guarantee
You can try your Renova Butterfly Support Pillow for up to 90 days from the date it is delivered.
If you decide it isn’t right for you within that period, contact us at renova.teamuk@gmail.com with your order number and we’ll provide instructions for your return.
To qualify for the 90-day guarantee:
- Your return request must be made within 90 days of delivery.
- The product must not have been deliberately damaged, misused or altered.
- You must follow the return instructions provided by our support team.
- The pillow must be returned to the return address we provide. Please do not send returns to the address shown on your parcel without contacting us first.
We understand that you need to actually sleep on a pillow to know whether it suits you, so using the pillow normally during your trial does not automatically make it ineligible for our 90-day guarantee.
Unless the product is faulty, damaged, incorrect or otherwise required by law, return postage is the responsibility of the customer.
Once your eligible return has been received and approved, your refund will be issued to your original payment method.
Free Gifts & Promotional Items
If your order included free promotional gifts, such as a cooling pillowcase or blackout sleep mask, we may ask for these to be returned with the pillow when requesting a full refund for the bundle.
We’ll explain exactly what needs to be returned when you contact us.
Damaged, Faulty or Incorrect Items
Please inspect your order when it arrives.
If your product arrives damaged, faulty, incorrect or not as described, contact us as soon as possible at renova.teamuk@gmail.com with your order number and, where helpful, photographs showing the issue.
We’ll work with you to put things right. Depending on the circumstances, this may include a replacement, refund or another appropriate remedy.
Where goods are faulty, damaged, incorrect or otherwise covered by your statutory rights, we will not require you to bear return costs where the law requires us to cover them.
Nothing in this policy affects your rights under the Consumer Rights Act 2015 or other applicable UK consumer law.
Cancellations
If you need to cancel or change your order, contact us at renova.teamuk@gmail.com as quickly as possible.
We’ll do our best to help, but once an order has entered processing or been dispatched, we may not be able to stop it.
This does not affect any cancellation rights you may have under UK consumer law.
Refunds
Once we receive and inspect an eligible return, we’ll let you know whether the refund has been approved.
Approved refunds will be sent to the original payment method used for the order.
Please allow 1-2 business days for us to process an approved refund. Your bank or payment provider may then take additional time to show the refund in your account.
Original delivery charges will be refunded where required by applicable consumer law.