Return & Refund Policy

This policy applies to orders delivered to Australia, Canada, the United Kingdom, New Zealand, and the United States.

30-Night Comfort Trial

ELVANEO offers a 30-night comfort trial for pillows, beginning when your order is delivered.

You may unpack and sleep on your pillow at home to decide whether its comfort, height, firmness, and support are right for you. Pillows used for normal sleep during the trial are eligible for return, provided they meet the hygiene and care requirements below.

We accept returns for both defective and non-defective products, including pillows that do not suit your comfort preferences.

To request a return, email service@elvaneo.com within 30 calendar days after delivery. You do not need to complete all 30 nights before requesting a return.

After your return is approved and we provide return instructions, please ship your return within 14 calendar days. Your request must be submitted within the original 30-day period, but the returned item does not need to reach us within that period.

Return Eligibility & Hygiene Requirements

We accept returns of new and lightly used pillows, including pillows used normally during the comfort trial.

For a comfort or change-of-mind return:

• The pillow must be reasonably clean, dry, and hygienic for safe handling.

• It must be free from mold, pest infestation, significant stains, bodily-fluid contamination, and strong odors caused by smoke, pets, or improper care.

• It must not have been intentionally damaged, altered, or damaged through misuse or cleaning contrary to its care instructions.

• Any covers or accessories supplied with the pillow must be included.

• An order number or another valid proof of purchase is required.

Opening the packaging, removing disposable tags, or using the pillow for normal sleep during the trial does not make it ineligible for return.

Original packaging is preferred but not required. If you no longer have it, please use suitable protective packaging to keep the item clean and secure during transit.

We recommend using a clean pillowcase or protector during the trial. Follow the product’s care instructions and do not wash the pillow core unless those instructions specifically permit it.

These requirements do not exclude claims for items that arrived damaged, defective, dirty, or materially different from their description.

How to Request a Return

Please email service@elvaneo.com with:

• Your order number.

• The name or email address used for the purchase.

• The item you wish to return.

• A brief explanation of your request.

For damaged, defective, or incorrect items, please include clear photographs or a video where reasonably possible to help us assess the issue.

Please contact us before sending your return. We will review your request and provide any recipient details, postal code, contact telephone number, packaging instructions, and shipping arrangements required for delivery.

Return Address 

No. 488 Xiongchu Avenue
Hongshan District, Wuhan
Hubei Province, China

Returns are handled by mail and sent to China. Please do not send returns to the overseas correspondence address in Australia or to the address shown on the original shipping package.

We recommend retaining your shipping receipt and tracking information until the return has been completed.

Return Shipping Costs & Return Labels

Comfort, Preference, or Change-of-Mind Returns

For returns because the pillow’s comfort, height, firmness, or support does not suit you, or because you changed your mind or ordered the wrong item:

• You are responsible for the return shipping costs.

• You must purchase and arrange your return shipping label.

• Return postage paid to your carrier is not reimbursed by ELVANEO.

Please use the return address provided by our customer service team.

Damaged, Defective, Incorrect, or Misdescribed Items

If an item arrives damaged, is defective, is incorrect, or is materially different from what you ordered, ELVANEO will cover the necessary return shipping costs.

If a physical return is required, we will provide a prepaid return shipping label or another return arrangement at no cost to you.

Please contact us before purchasing return postage so that we can arrange the appropriate solution.

We do not charge restocking or return-processing fees for eligible returns.

Damages & Product Issues

Please inspect your order after delivery and contact service@elvaneo.com as soon as reasonably possible if your item is damaged, defective, incorrect, or materially different from its description.

After reviewing the issue, we will arrange an appropriate remedy, which may include a refund or replacement, consistent with your applicable consumer rights.

Any approved replacement for a verified product-related issue will be shipped at no additional cost to you.

The 30-day comfort-trial deadline applies to comfort and change-of-mind returns. It does not limit your statutory rights concerning faulty, damaged, or misdescribed products.

Exchanges

We do not offer direct product exchanges.

If you would like a different product, please request a return under this policy and place a separate order for the item you prefer.

A replacement provided to resolve a damaged, defective, or incorrect item is a separate after-sales remedy and is not a general exchange service.

Sale Items & Exceptions

Discounted pillows are eligible for the same 30-night comfort trial as full-price pillows.

Pillows are not excluded from returns merely because they have been opened or used for normal sleep during the trial.

Comfort or change-of-mind returns may be declined if the product fails the hygiene and care requirements stated above. If we decline a return, we will explain the specific reason.

Gift cards and custom or personalized products are excluded from change-of-mind returns, except where applicable law requires otherwise.

These exceptions do not limit your rights regarding defective, damaged, incorrect, or misdescribed products.

Refunds

Once we receive your returned item, we will inspect it and notify you of the outcome.

For eligible returns, we will complete the inspection and issue your refund to your original payment method within 10 calendar days of receiving the returned item. This period includes our inspection and approval process.

Refunds are calculated as follows:

• We refund the amount paid for the returned item after any applicable discounts.

• For comfort or change-of-mind returns, return shipping costs are your responsibility and are not reimbursed.

• Any original delivery charge is non-refundable for comfort or change-of-mind returns unless applicable law requires otherwise.

• If your order received free delivery, we will not deduct an original delivery fee from your refund.

• For verified damaged, defective, incorrect, or materially misdescribed items, ELVANEO will cover necessary return shipping costs and refund any applicable original delivery charges as required by law.

• No restocking or return-processing fee will be deducted.

If we confirm in writing that a physical return is not required, we will issue the approved refund within 10 calendar days of that confirmation.

Your bank or payment provider may require additional time to post the refund after we issue it. If you have not received confirmation that your refund has been issued within the applicable timeframe, please contact service@elvaneo.com.

Nothing in this policy limits any shorter refund deadline required by applicable law.

Statutory Consumer Rights

This policy is provided in addition to your rights under applicable consumer protection laws. It does not exclude, restrict, or replace those rights.

The comfort-trial deadline, hygiene conditions, and packaging requirements do not override statutory rights relating to faulty, damaged, incorrect, or misdescribed products.

Where applicable law provides different return conditions, cancellation rights, or refund deadlines, those legal requirements take precedence.

Contact Us

For questions about your comfort trial, returns, product issues, or refunds, please contact:

ELVANEO
Email: service@elvaneo.com