Can I return the pillow if I've already slept on it?

Yes. The returns wording is unusually generous for a bedding product: return it "in any condition" within 14 days of receipt. That matters because an ear pillow can only really be judged after a few nights, and most pillow sellers refuse opened or used returns on hygiene grounds. PWAH does not, they simply don't resell returned pillows. The trade-off is the 25% deduction their returns page applies to the refund total, which is the part worth pushing back on if the pillow is essentially unused.

Does The Pillow With A Hole charge a restocking fee?

Effectively, yes. The returns page says that because a returned pillow can't be resold, "we deduct 25% from the refund total, to cover a portion of our time and expenses." That sits awkwardly next to the same page's promise of a "full refund" within 14 days. If your pillow is unused or barely used, quote both lines back to them and ask for the full amount; a flat percentage isn't the same as a genuine assessment of lost value. Return postage is separately at your own cost.

Is there a subscription or recurring charge with The Pillow With A Hole?

No. PWAH sells one-off physical products, the Original P.W.A.H, the V2, travel pillows, leg pillows and pillowcases, with nothing recurring to cancel and no free trial. If you're seeing a repeat charge on your statement, it's almost certainly a second order, a marketplace purchase (they also list on Amazon and Etsy), or a card descriptor you don't recognise. Email **tim@pwah.co.uk** with the date, amount and last four digits of the card and ask them to identify the order before you raise a bank dispute.

What if The Pillow With A Hole doesn't reply to my cancellation email?

Give it two working days, this is a small Liverpool workshop, and their own contact page warns they can't always get to the phone. If nothing comes back, resend to **tim@pwah.co.uk**, copy **timothy@thepillowwithahole.co.uk** (the owner's address published on their site), and phone **+44(0)161 8184857** leaving a message that references your written request. Keep every email: a dated cancellation or return notice sent inside the window protects you even if they process it late, and it's the evidence your card issuer will want if you escalate to a chargeback.

Can I exchange for a different pillow instead of getting a refund?

Ask, and they'll usually try to help before refunding. The site actively steers unsure buyers to "get in touch and we'll help" choosing between the V1, V2 and travel models, and the product pages offer to send extra filling free if your pillow feels too soft. If a swap genuinely solves it, that's the fastest route. If it doesn't, say so plainly, an exchange conversation shouldn't quietly consume your 14-day return window, so state in writing on day one that you're preserving your right to return.

My PWAH order hasn't arrived, can I get a refund?

Yes. Orders ship tracked with Royal Mail and you receive tracking by email, and the FAQ tells customers to contact them if an order hasn't arrived within the published windows. Email **tim@pwah.co.uk** with your order number and the tracking reference and ask for a replacement or a refund. Non-delivery is on the seller, not you, the contract is with PWAH, not the courier, so don't accept being redirected to Royal Mail. If they stall, your card issuer's chargeback route covers goods never received.

Will I be refunded the customs and import charges too?

Depends where you are. For US orders PWAH ships prepaid-duty via USPS, so the checkout price is the final price and there's nothing extra to reclaim. For EU orders their FAQ warns you may be charged import VAT plus a handling fee on arrival, and says that if you get an unexpected bill you should contact them with a copy of the invoice and they'll pay 50% as a goodwill gesture. On a return, ask explicitly whether shipping and any duty contribution are included in the refund figure.

I bought my pillow on Amazon or Etsy, can I return it to PWAH directly?

No. The Original Pillow with a Hole and the V2 are also sold through Amazon and Etsy listings, and those orders are governed by the marketplace's own returns process, the seller can't refund a card they never charged. Start the return inside Amazon or Etsy, and use their refund window (which may be longer than 14 days). Only orders placed on the brand's own site go to **tim@pwah.co.uk** and the Liverpool returns address.

REFUND GUIDE

How to Get a The Pillow With A Hole Refund.

The Pillow With A Hole refunds are per-order, and their own policy gives you a 14-day window. Miss it and you still have tools, a clear email, a card-issuer chargeback. Here's the playbook.

Last verified today against The Pillow With A Hole’s own Terms · UK, US, and EU rights covered below

The short answer

Everything PWAH sells is a one-off physical purchase, ear pillows, travel pillows and pillowcases, so there is no subscription, no renewal date and nothing to cancel in an account area. For pillows, the stated rule is: return it within 14 days of receipt, in any condition, and you get a refund; the same returns page separately says 25% is deducted from the refund total because used pillows can't be resold, so expect to have to challenge that deduction on a change-of-mind return. Return postage is at your own cost, and overseas buyers are asked to contact the company first if postage is prohibitive. If the order hasn't shipped yet (dispatch is normally 2 to 3 working days), cancelling by email or phone before dispatch avoids the return and the deduction entirely.

Or let yoink chase the refund.

30 seconds to set up. yoink emails The Pillow With A Hole, cites the policy, escalates if ignored, and surfaces the win when the money lands.

Get yoink (App Store) →

What The Pillow With A Hole actually says

“If you're unsatisfied, return the pillow to us within 14 days of receipt, in any condition, for a full refund. … Please note; we could not and would not resell a returned pillow. Therefore we deduct 25% from the refund total, to cover a portion of our time and expenses.”
, verbatim from The Pillow With A Hole’s terms

14-day cancellation windowPro-rata refund: no

How long does a The Pillow With A Hole refund take?

Most merchants agree to a straightforward refund within 1 to 3 working days of a well-written email request. Once agreed, the money itself takes another 3 to 5 working days to land, that part is card-network processing and no merchant can skip it. If nothing has arrived 10 working days after a written “refund approved”, reply on the same thread asking for the ARN (acquirer reference number), which your bank can trace.

Note The Pillow With A Hole’s own policy works on a 14-day window, ask inside it and the request is routine; outside it you’re relying on goodwill or statutory rights.

What you can claim

The law where you live is the strongest hook, lead with it when you contact the company.

United Kingdom

Consumer Contracts Regulations 2013
Full refund within the 14-day window.
Inside 14 days of starting any The Pillow With A Hole subscription, you’re entitled to a full refund of any payment taken, no questions, no policy override.
Citizens Advice + Trading Standards
For repeated bad-faith refusals.
Free escalation lane: file with Citizens Advice (08082231133), they pass it to Trading Standards. Slow (8-12 weeks) but creates a paper trail The Pillow With A Hole can’t ignore.

Worldwide

Card-issuer chargeback
Visa/Mastercard chargeback works everywhere they do.
Open a chargeback for “subscription not cancelled” or “services not as described”, your bank initiates, The Pillow With A Hole has ~45 days to defend. Works regardless of where The Pillow With A Hole is headquartered.
PayPal Buyer Protection
If you paid via PayPal, open a dispute.
PayPal’s Buyer Protection covers “item not as described”, applies to services that didn’t deliver. Resolution typically within 20 days.

Rights in other regions (United States, European Union)

United States

Fair Credit Billing Act (FCBA)
Dispute any credit-card charge in writing within 60 days.
For US credit-card payments, the FCBA gives you 60 days from the statement date to dispute a The Pillow With A Hole charge in writing. Your card issuer is required to investigate and may withhold the disputed amount during the process.

European Union

Consumer Rights Directive 2011/83/EU
14-day withdrawal across all EU member states.
EU-wide statutory right to withdraw and recover any payment within 14 days of subscription start. Mirrored in local law in every EU country.
ECC-Net cross-border escalation
EU Consumer Centre network mediates against EU sellers.
If The Pillow With A Hole is based in another EU country, your local European Consumer Centre will mediate the dispute for free. List of national contacts at commission.europa.eu.

The The Pillow With A Hole refund email

Email the right address
Use tim@pwah.co.uk, the route yoink has verified actually gets read for The Pillow With A Hole.
Use a clear subject line
Subject: Refund Request, [your account email]

Send this body

Hi The Pillow With A Hole team,

I'm requesting a refund for my The Pillow With A Hole order (reference [order number], placed on [date], for [amount]). I'm within the 14-day window your policy allows for this.

Please process the refund to my original payment method and confirm by reply.

Best,
[your name]

Wait 7-14 days, then escalate
If you haven’t heard back in 14 days, escalate via the regional route above, a card-issuer chargeback works in every market.

Refund FAQ for The Pillow With A Hole

Fourteen days from receipt. The returns page states you can return the pillow within 14 days of receipt, in any condition, for a refund, and every product page repeats a "14-day refund guarantee". The clock runs from delivery, not from order date, so a slow international delivery doesn't eat your window. Post it with tracking, you're responsible for proving it arrived. If you're overseas and return postage costs more than the pillow, email first; the returns page asks international customers to contact them before sending anything back.