Refund policy
Return & Refund Policy
At Prevalucent, we want you to love the way you sleep. Because our premium pillows are vacuum-sealed for hygiene and eco-friendly transit, they need a little time to wake up—just like you!
1. The 14-Day Sleep Trial (Change of Mind Returns)
We know it takes time to adjust to a new pillow. We offer a 14-day return window starting from the day your package is marked as delivered.
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If you change your mind: Within these 14 days, you can return the product for any reason.
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Condition: To be eligible for a return, the item must be in clean, sanitary condition, free from stains, odors, or damages.
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Return Shipping: For "change of mind" or "unwanted" returns, the customer is responsible for the return shipping costs and securing a tracking number. Original shipping fees (embedded in the price) are non-refundable.
2. Returns After 14 Days
After the 14-day trial period, all sales are considered final. Returns or refunds requested after 14 days will only be accepted under valid circumstances, such as manufacturing defects or incorrect items sent.
3. Damaged, Defective, or Incorrect Items (Our Fault)
Please inspect your order upon reception. If the product is defective, damaged, or if you receive the wrong item, please contact us immediately at [你的客服邮箱] with:
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Your Order Number.
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Clear photos or a short video showing the issue or defect.
If the fault is ours, we will make it right immediately. We will either send you a brand-new replacement 100% free of charge or issue a full refund. In most defect cases, you do not need to worry about shipping the damaged item back to us.
4. How to Initiate a Return
To start a return, you must contact us first at [你的客服邮箱]. Returns sent back to us without prior authorization will not be accepted.
5. Refunds
Once we receive and inspect your return, we will notify you of the approval or rejection of your refund. If approved, your refund will be automatically processed back to your original payment method (PayPal/Credit Card) within 5–7 business days.