Refund policy
Legal
Refund policy
Last updated September 14, 2026
The short version
- Sleep on it for 60 nights.
- If it is not right, email us and we send you a return label.
- Return shipping is the customer's cost. We deduct the actual label price from the refund, so nothing comes out of pocket.
- No restocking fee, and no deduction for use. Everything else comes back.
The 60 night trial
A pillow cannot be judged in one night. Your neck needs time to adjust to a new height, and the first two nights on any new pillow are the worst two. So the trial runs 60 nights from the day your order is delivered.
Use it. Sleep on it. Adjust it. A returned pillow that has clearly been slept on is exactly what we expect, and it does not reduce your refund.
How to start a return
- Email contact@kineticshome.com with your order number and one line on what did not work. The second part is optional, but it is how the next version gets better.
- We reply with a return label and the exact shipping cost, usually within one business day. You approve the cost before we go further.
- Put the pillow back in its original box if you still have it, or any box it fits in. Attach the label and drop it off.
- We refund the purchase price, less the shipping cost you already approved, to your original payment method once the carrier scans the package.
Who pays for what
You cover return shipping. We generate the label at our carrier rate, which is usually cheaper than buying one at the counter, and deduct the actual cost from your refund. You will never be asked to pay it separately, and you will know the number before the return starts.
There is no restocking fee, no handling fee, and no deduction for use. Original outbound shipping charges, where they were paid, are not refunded.
Returns from Alaska, Hawaii, United States territories, and international addresses cost more to ship. We will quote the exact figure before you send anything.
When the refund lands
We issue the refund when the return is scanned by the carrier, not when it reaches our warehouse. Your bank then takes its own time, generally 5 to 10 business days, to post it to your account. Refunds go back to the original payment method. We cannot send them anywhere else.
Damaged, defective, or wrong item
This one is on us. If your order arrives damaged or is not what you ordered, email us within 7 days of delivery with a photo. We replace it at our cost, we pay any shipping involved, and you do not need to send the original back unless we ask. This is separate from the 60 night trial and does not use it up.
Changing or cancelling an order
Before it ships, email us and we will change the address or cancel it for a full refund with nothing deducted. Once a package has a tracking number we cannot recall it, so wait for delivery and start a return.
For pre-orders, you can cancel for a full refund at any time before your order ships, including if the estimated ship window moves.
Exchanges
We do not process exchanges as a swap. Return the pillow and place a new order. It is faster than holding your refund while a second item moves.
What we cannot accept
- Returns started more than 60 nights after delivery.
- Products not bought directly from this store. If you bought from another retailer, their return policy applies.
- Products that arrive with damage unrelated to normal sleeping use, for example pet damage, burns, or tearing.
- Gift cards and other non-returnable items, where offered.
Where returned pillows go
Used pillows are not resold. Returns that are in usable condition are donated where local partners accept them, and the rest are recycled or disposed of responsibly.
Questions
Email contact@kineticshome.com, call +1 703-402-7344, or use our contact page. We answer within one business day.
This policy is issued by KINETICS LLC, 135 E Harmon Ave, Unit 19-702, Las Vegas NV 89109, United States, and forms part of our terms of service.