Alava Form30-day refund guarantee
Our return window remains active for 30 days following documented courier delivery. This policy protects you whether an item has arrived damaged, shows a flaw, differs from your order, or simply does not suit your sleeping habits.
Return conditions
- Damaged or flawed items: we offer a replacement or a complete refund, including any initial shipping cost; kindly provide photos with your message.
- Incorrect model dispatched: we ship out the proper contoured pillow immediately and handle collection of the incorrect item at our expense.
- If you decide against keeping the pillow: the piece must remain completely unused, packed in its original box with all protective wrappings intact. You handle the return carriage costs, and the original outward shipping charge cannot be refunded.
- Due to bedding hygiene standards, pillows that have been unpacked from their internal protective wrapping cannot be returned or resold, unless there is a material defect.
Returning your pillow: our step-by-step process
- Within 30 days of arrival, contact our team at [email protected] or call +1 (913) 698-4104 with your order reference, your reason for return, and clear photographs if the foam or fabric arrived damaged.
- We will respond within one business day with your unique return authorization code and the correct delivery address for our facility.
- Place the pillow inside its original cartons, slip a note inside bearing your return code, and tape the parcel securely shut.
- Hand the parcel to your chosen carrier, dispatch it to the provided address, and email us the tracking code. Please retain your postal receipt until your funds clear.
Refunds and processing time
We carefully check the condition of the foam and cover within 3 business days of delivery to our doors and send confirmation by email. Refunds follow your original payment route: cash-on-delivery purchases are sent via bank transfer to the account details you supply, while direct bank-transfer payments return to your originating account. Banking institutions typically show the balance within 1-5 business days.
Exchanges and cancellations
If you wish to switch models, complete the return steps and place a separate order; we issue your refund as soon as the returned parcel reaches us. Orders may be cancelled without fee at any moment prior to courier collection: write directly to [email protected] with your order details.
Questions about this policy
Message [email protected] or phone +1 (913) 698-4104 during Mon-Thu 07:30-16:45, Fri 07:30-14:45. We answer every message within one working day.