Refund policy

Your comfort is our priority.
We understand that finding the perfect pillow can take a little time. If you're not completely satisfied with your Sovenestia purchase, we're here to make it right — whether that means a return, exchange, or simply some guidance.

30-Day Returns

We accept returns within 30 days of the delivery date. 
Extended Holiday Return period: To make gifting easier, all orders placed between December 1st, 2026 and December 31st, 2026 qualify for our 60-day return window.
To ensure hygiene for all our customers, returned items must remain in their original packaging and be in clean, unused condition. Items that show signs of use, wear, or damage may not be eligible for a full refund.

How to Start a Return

Important: Contact Us First
Please reach out to us before shipping any returns. We want to make sure we provide you with the correct return address and confirm the best solution for your situation. Returns sent without prior approval may not be processed or refunded, so please don't hesitate to contact us first — we're here to help.

  1. Reach Out
    Email us or message us with your order number and the reason for your return. We'll respond within 24 hours.

  2. We'll Guide You
    We'll review your request and provide the correct return address or, if applicable, arrange a replacement or refund without a return.

  3. Pack and Ship (if applicable)
    Carefully pack the item(s) in their original packaging and ship them to the address we provide.

  4. Refund Processing
    Once we receive and inspect your return, we'll process your refund within 1-2 weeks. You'll receive a confirmation email once it's complete. Please allow an additional 3-5 business days for the refund to appear on your statement, depending on your bank or payment provider.

Return Address

580 McIntyre Rd suite 200, McKinney TX 75071.
Please send us the return tracking number in time to help us process your return quickly. Returns without a tracking number may experience delays.

Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned:

  • Custom-made or personalized pillows
  • Items marked as "Final Sale" or "Clearance"
  • Gift cards

Order Cancellation

Changed your mind? No problem.
You may cancel your order within 2 hours of placing it, before it has been processed for shipping. After your order is shipped, we cannot process a cancellation.

  • If your order hasn't shipped yet: We'll issue a full refund.
  • If your order has already shipped: Please follow our standard return procedure once you receive the item.

Simply email us at sovenestia.home@outlook.com with your order number and "Cancellation" in the subject line.
Please note: Pre-orders can be cancelled free of charge before they are shipped, by clicking the link in your confirmation email or by calling us at +1 408-422-7305.

Damaged or Defective Items

If your item arrives damaged or defective, we sincerely apologize. Please contact us immediately.

  • Email us at sovenestia.home@outlook.com within 7 days of delivery
  • Include your order number, photos of the damage, and a brief description
  • We'll arrange a free replacement or issue a full refund

For damaged or defective returns, we will provide a prepaid return label and cover all return shipping costs. We may ask you to return the damaged item for inspection.

Exchanges

Need a different firmness or style? We're happy to help.

Exchange Shipping: You will be responsible for return shipping costs. We will cover the cost of shipping your new item to you.

Exchange Process

  • Email us with your order number and the item you'd like to exchange for
  • We'll confirm availability and provide return instructions
  • Once we receive your original item, we'll ship the new item within 2-3 business days

Please note: If the exchange item is of higher value, we'll send you a payment link for the difference. If it's of lower value, we'll refund the difference after the exchange is complete.

Wrong Item Received

If you received the wrong item, please contact us within 7 days of delivery at sovenestia.home@outlook.com

We will arrange for the correct item to be shipped to you at no additional cost and provide a prepaid return label for the incorrect item.

Return Shipping Costs

Return shipping costs depend on the reason for your return:

Change of mind: We completely understand — sometimes it just doesn't work out. Please ship the item back to us at your own expense. Once we receive and inspect it, we'll issue a refund to your original payment method. We recommend using a trackable shipping method with insurance, as we cannot be responsible for items lost or damaged in transit.

Damaged, defective, or wrong item: We sincerely apologize for the inconvenience — this is not the experience we want for you. Please reach out to us within 7 days of delivery with photos of the issue. Once we confirm it, there's no need to send the item back. We'll issue a full refund or send a free replacement — whichever you prefer.

Exchanges: If you'd like a different size or style, we're happy to help. Please return the original item at your own expense, and we'll ship the new one to you at no additional cost once we receive it.

Refund Process

Once we receive and inspect your return, we'll process your refund within 1-2 weeks.

Refunds are issued to your original payment method (credit card, PayPal, etc.)
Please allow an additional 3-5 business days for the refund to appear on your statement, depending on your bank or payment provider
Original shipping charges are non-refundable unless the return is due to our error

Partial Refunds may be granted at our discretion for:

  • Items returned after 30 days (if accepted)
  • Items with packaging that is damaged or not in original condition
  • Items showing signs of use beyond normal inspection

If more than 15 business days have passed since we’ve approved your return, please contact us at sovenestia.home@outlook.com

Contact Us

If you have any questions about our return policy or need assistance with a return, we're here to help.
Sovenestia Customer Support
Email: sovenestia.home@outlook.com
Response Time: Within 24 hours, Monday - Friday

Thank you for choosing Sovenestia. We truly hope you love your pillow — but if something isn't right, we'll make it right. Just reach out — we're happy to help. 😊