If there is no obvious issue with the pillow, a refund or replacement is not possible, as the product has been specifically customized for you. We will only issue you with a replacement or with a gift card if the item is the wrong photo, size or damaged. If there are differences in color tone, clarity and shape, a refund or replacement is not possible. As your photo is printed onto velvet polyester fabric, the pillow won't look 100% the same as your photo. Our designers have done their best to make the pillow look similiar to your photo.
Please email our Customer Service Team and include images and a short description of the problem. Clone A Pillow is not responsible for any return shipping charges or if your package is lost en route by your chosen shipping provider. Therefore, we recommend you track and insure your package. On the return form, please specify whether you would prefer a replacement or a gift card. Please note that shipping charges are non-refundable.
Defective, Damaged or Mis-shipped Items
If we shipped you an item in the wrong design: You are eligible for a full refund after Customer Service confirms you received the wrong design. Perceived color tone, clarity and shape differences are not grounds for a refund.
If we shipped you a damaged item: You are eligible for a full refund or exchange. When requesting your refund, please be ready to provide Customer Service photographs clearly showing the problem with the item and its courier number as soon as possible. If you believe your item was damaged during shipping, Customer Service will need photographs showing the damaged packaging as well as "Proof of Damage" documentation to process your exchanging or refund. Alternatively, you can open the item in front of the delivery person and if you find that it was damaged during shipping, you can reject it. We will then ship you a new item immediately.
Who pays for the shipping?
Shipping fees will be borne by you.
When should I send the product back?
You should send it back within 14 days of your return claim.
Please put the product with all of its accessories and manuals back into its original mailer(if possible) and email us at contact@cloneapillow to receive the shipping address for our warehouse.
How and when will I get my money back?
Once we receive the products, you will get a confirmation by email and your money will be payed back within 14 days in the same way you made the purchase.