Returns & Refunds

The short version

If something arrives damaged, faulty or wrong, or never arrives, we'll make it right with a replacement or a refund, and you won't have to send anything back. Because pillows, pillowcases and sleep masks touch your face and skin, we can't accept returns for a change of mind once an order has shipped.

Changed your mind? Cancel before it ships

Email support@sericarest.com within 12 hours of ordering and, as long as it hasn't shipped, we'll cancel it and refund you in full. Once an order has shipped it can't be cancelled.

No change-of-mind returns

For hygiene reasons we don't accept returns or exchanges because of a change of mind or a preference for a different size, height, firmness, colour or feel. Please read the size and product details before you order. Not sure which one is right for you? Email support@sericarest.com before you buy and we'll help you choose.

What we cover

• Damaged in shipping: torn, crushed, wet or stained when it arrives.
• Defects: a broken zipper, open seams, holes or snags present on arrival, or foam that still hasn't expanded after 48 hours.
• Wrong item, size or colour.
• Missing items from your order.
• Packages lost in transit (see our Shipping Policy).
• Manufacturing defects that show up within 30 days of delivery with normal use and the care instructions followed.

How to make a claim

Email support@sericarest.com within 7 days of delivery (30 days for a defect that shows up later) and include:

• Your order number.
• Clear photos or a short video that show the problem.
• For shipping damage: a photo of the outer packaging and the shipping label.
• For a wrong item: a photo of the item you received and its label.

Tip: keep the packaging until you've checked everything. An unboxing video makes any claim quick and simple.

What happens next

We review every claim within 2 business days and may ask for another photo. Once your claim is approved, you choose a free replacement or a full refund for the affected item, and you keep the item. You don't need to ship anything back. For small cosmetic flaws, you can also choose a partial refund and keep the item.

What isn't covered

• Change of mind or personal preference (size, height, firmness, colour or feel).
• Normal wear over time.
• Damage from washing, drying or ironing against the care instructions. For silk, that means hand or delicate wash, cool water, no bleach and no tumble dryer.
• Damage from misuse, accidents, pets or alterations.
• Memory foam that hasn't yet had 48 hours to expand, or the new-foam smell that fades within a few days.
• Small colour differences between your screen and the real product.
• Size differences within 2 cm, which is normal for sewn and foam products.
• Items bought from anyone other than sericarest.com.

Refunds

Approved refunds go back to your original payment method within 5 business days. Your bank may take another 3 to 10 business days to show it. Refunds cover the price you paid for the affected items. Shipping is free, so there's no shipping charge to refund.

Fair use

We review every claim individually. We may decline a claim if there isn't enough evidence, if it doesn't match the order or carrier tracking records, or if there's a pattern of repeated claims from the same account, address or payment method.

Please talk to us before a chargeback

Email support@sericarest.com first. Most problems are sorted within a couple of days, while a chargeback can take weeks and puts your order on hold while the bank investigates.

Your legal rights

Nothing in this policy limits any rights you have under the consumer protection laws where you live.