Returns
30-Night Sleep Trial
At Calmie, we want you to love your new pillow and experience the sleep transformation you deserve. We offer a 30-night sleep trial because we understand that finding the perfect pillow takes time, and your comfort is our priority.
Return Windows
We provide two distinct return periods to accommodate different situations:
Change of Mind Returns - 30 Days: If you decide our pillow isn't right for you within 30 days of delivery, you may return it for a full refund. The pillow must be in new, unused condition with all original packaging, tags, and protective covers intact.
Comfort Adjustment Returns - 60 Days: We understand that adjusting to a new pillow can take several weeks. If you experience comfort issues after genuinely trying your Calmie pillow, you have up to 60 days from delivery to return it. The pillow may be used and does not need to include original packaging, however it must be in reasonable condition without damage, stains, or odors.
How to Initiate a Return
All returns must be pre-approved by contacting our customer service team before sending any items back. Please reach out to us at support@calmie.com.au with your order number and reason for return. Our team will guide you through the process and provide specific return instructions.
Do not send items back without prior authorization, as unauthorized returns may not be processed or refunded.
Return Shipping
Customer Responsibility: For change of mind returns and comfort adjustment returns, customers are responsible for return shipping costs. We recommend using a trackable shipping method and retaining proof of shipment.
Calmie Responsibility: If your pillow arrives defective, damaged, or is not the item you ordered, we will provide a prepaid return label and cover all return shipping costs. Please contact us immediately upon delivery if you receive a defective or incorrect item.
Refund Processing
Once we receive and inspect your returned item, refunds will be processed within 1-3 business days to your original payment method. Please allow an additional 5-7 business days for the refund to appear in your account, depending on your bank or payment provider.
All refunds will be for the full purchase price of the pillow. Original shipping charges are non-refundable except in cases of defective or incorrect items.
Exchanges
We offer exchanges for different pillow models or sizes, subject to availability. Exchange requests must be made within the same timeframes as returns (30 days for unused items, 60 days for comfort adjustments). The customer is responsible for return shipping of the original item unless it is defective. We will cover shipping costs for the replacement item.
If there is a price difference between exchanged items, we will either refund the difference or require additional payment as appropriate.
Conditions for Returns
Acceptable Condition: Returned pillows must be free from damage, excessive wear, stains, odors, pet hair, or signs of misuse. Normal use wear during the trial period is acceptable for comfort adjustment returns.
Unacceptable Condition: We cannot accept returns of pillows that are damaged beyond normal trial use, heavily soiled, have strong odors, show signs of misuse, or have been modified or altered in any way.
Health and Hygiene: For health and safety reasons, we cannot resell returned pillows. All returned items are responsibly disposed of in accordance with environmental guidelines.
Exceptions and Exclusions
We cannot accept returns in the following circumstances:
- Items returned without prior authorization
- Returns initiated after the applicable return period has expired
- Items that have been damaged due to misuse, negligence, or normal wear beyond the trial period
- Returns that do not meet our condition requirements outlined above
Defective Items
If your pillow arrives damaged, defective, or is not what you ordered, please contact us within 7 days of delivery. We will arrange for a prepaid return and provide a replacement or full refund, including original shipping charges. You may also be eligible for expedited replacement shipping at no additional cost.
Contact Information
For all return inquiries, please contact us at: support@calmie.com.au
Our customer service team is here to help make your return experience as smooth as possible.
Important Notes
Return periods begin from the date of delivery, not the date of purchase. Weekends and public holidays are included in return period calculations.
This return policy is in addition to your rights under Australian Consumer Law. Nothing in this policy limits or excludes your statutory consumer rights.
We reserve the right to refuse returns that do not meet these policy requirements or to charge restocking fees for returns that violate these terms.
Our Commitment
We stand behind the quality of our products and want you to be completely satisfied with your Calmie pillow. This return policy reflects our commitment to your sleep transformation journey while maintaining fair practices for all customers. If you have any questions or concerns about our return policy, please don't hesitate to contact our friendly customer service team.