Refund policy

Last updated: June 23, 2026

This Refund Policy outlines the terms and procedures for both returning physical products and receiving financial refunds. Please read this policy carefully before initiating a request.

1. Return Window & Eligibility

We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return of the product and/or a refund of your payment.

To be eligible for a return, your item must meet the following strict conditions:

  • Hygiene First: Orthopedic pillows are classified as personal hygiene products. For health and safety reasons, we can only accept returns of non-defective items if they are in their original, unopened factory vacuum packaging.
  • If the vacuum seal has been broken or the item shows any signs of use, the return will be strictly denied.
  • You must provide a receipt or proof of purchase (order number).

2. Order Cancellations (1-Hour Window)

We process orders rapidly through an automated system to ensure fast delivery. If you need to cancel or make changes to your order, you must email us at support@marnify.com within 1 hour of placing it. We will use the timestamp of your email to verify this 1-hour window.

Please note: While we will make every effort to intercept your order, a cancellation request within 1 hour does not guarantee successful cancellation if the order has already been processed by our logistics partners in different time zones. Once an order has been fulfilled and handed over to the carrier, it cannot be canceled. If the order has already shipped, you will need to wait for delivery and follow our standard return process.

3. Step-by-Step Return Guide

Depending on your situation, please follow the exact steps below to ensure your request is processed smoothly.

Scenario A: You changed your mind (Item is unopened)
If you wish to return a product that is still in its intact vacuum packaging:

  1. Email Us: Contact our support team at support@marnify.com with your Order Number and the reason for the return.
  2. Wait for Approval: Our team will review your request within 1-2 business days.
  3. Receive Instructions: If approved, we will provide you with the specific local UK return shipping address.
  4. Ship the Item (7-Day Limit): You must dispatch the return package within 7 days of receiving our approval and the return address. Pack the item securely. We do not provide prepaid return labels. The customer is responsible for all return shipping costs.
  5. Provide Tracking: Reply to our email with the return tracking number and a photo of your postage receipt.
  6. Inspection & Refund: Once we receive and inspect the item to confirm the vacuum seal is intact, we will process your refund.

⚠️ CRITICAL WARNING FOR RETURNS: Never return the package to the address printed on the original shipping label. You must only use the specific address provided by our support team. Any returns sent to an unauthorized address (or simply "Returned to Sender") cannot be processed by our warehouse and will not be eligible for a refund.

Scenario B: The item arrived damaged, defective, or incorrect
We stand by the quality of our products. If your item is defective, you do not need to ship it back to us.

  1. Email Us Immediately: Contact support@marnify.com within 48 hours of receiving the defective or incorrect item.
  2. Provide Evidence: Include your Order Number and attach clear photos and/or a short video showing the defect, damage, or incorrect item.
  3. Strict Deadline: Failure to report defects or incorrect items within this strict 48-hour window will result in the denial of your claim, as it becomes impossible to determine whether the damage occurred during transit or post-delivery.
  4. Resolution: Our team will evaluate the evidence within 1-2 business days. If the defect is confirmed, we will immediately issue a free replacement or a full refund, based on your preference.

4. Multiple Packages, Bundles & Volume Discounts

  • Split Shipments: If your order contains multiple items that are shipped in separate packages, the 30-day return window applies to each individual item based on its specific delivery date.
  • Volume Promotions (e.g., "Buy 2+ & get £5 off each item"): If you return an item that was purchased as part of a volume-based promotional offer, your refund will be adjusted accordingly. The promotion requires a minimum purchase quantity to be valid. If your partial return drops the remaining quantity of kept items below the promotional threshold (e.g., keeping only 1 item out of a "Buy 2" offer), the item you choose to keep will be charged at its full, standard retail price. We will deduct the standard retail price of the kept item from the total amount you originally paid, and refund you the remaining balance.
  • Combined Returns: Please do not combine items from different orders into a single return package, as this will cause errors in our warehouse and delay your refund.

5. Return Shipping Costs, Customs & Restocking Fees

  • Customer Responsibility: For returns due to a change of mind, the customer is responsible for covering all return shipping costs. Original shipping fees paid at checkout (if applicable, such as for expedited shipping options) are non-refundable.
  • Customs Duties & Taxes: Please be aware that any import taxes, customs duties, or fees levied by the destination country upon delivery are strictly non-refundable by our store.
  • Restocking Fee: We do not charge any restocking fees for returned items.
  • Proof of Postage: We strongly advise keeping your return postage receipt and tracking number until your refund is processed. We are not responsible for return packages lost or damaged by your chosen courier.
  • Incorrect Items Returned: If you mistakenly send the wrong item to our return address (e.g., an item from another brand), we cannot guarantee its retrieval and no compensation will be provided.

6. Refund Processing, Timelines & Gifts

Once your return is received and inspected (or your defect evidence is approved), we will notify you via email regarding the approval or rejection of your refund.

  • Refund Processing Time (Internal): We process approved refunds within 2 business days of receiving your return or approving your defect evidence.
  • Bank Processing Time: Once processed by us, please allow up to 10 business days for the funds to officially post to your bank account or credit card statement, depending on your financial institution.
  • Payment Method: If approved, the refund will be automatically applied to your original payment method.
  • Gift Returns: Refunds can only be processed back to the original payment method used by the purchaser. We cannot issue a refund to a different credit card or bank account. If the item was a gift, the original purchaser will receive the refund.
  • If more than 15 business days have passed since we approved your refund and you have not received the funds, please contact us at support@marnify.com.

7. Chargebacks and Bank Disputes

To ensure a fair and efficient process for all customers, we kindly request that you contact our support team via email at support@marnify.com to resolve any issues or initiate a return before contacting your bank.

Please note: If a chargeback or payment dispute is initiated with your bank or credit card provider without prior communication with our support team, the option for a direct return, replacement, or refund through our store will immediately become invalid. We are committed to resolving any issues promptly and fairly, so please reach out to us first.

8. Failed Deliveries & Refused Packages

If a package is returned to us due to an incorrect shipping address provided by the customer at checkout, or if the customer actively refuses to accept the delivery from the courier, the order is not eligible for a full refund. In such cases, any shipping, handling, and return-to-sender logistics costs incurred by us will be deducted from the final refund amount.

9. Exchanges

The fastest way to ensure you get what you want is to return the item you have following Scenario A, and once the return is accepted, make a separate purchase for the new item.

10. Contact Us

For any questions regarding our return and refund procedures, please reach out to our team: