Refund policy
Return & Refund Policy
Return & Refund Policy
Last updated: 8/24/2026
The 60-night trial
You have 60 nights from the day your order arrives to decide.
Sleep on it. Use both heights. That's the entire point — a pillow can't be judged in a shop or on night one, because your neck takes several nights to adapt to a new position.
If it isn't right, email hello@onyxlyy.com with your order number and tell us. We'll refund you in full.
You don't need to send it back
For a standard return we do not ask you to post the pillow back to us. Return shipping on an item this size costs more than the item is worth, and used bedding can't be resold in any case.
Instead, we ask that you pass it on — to a friend, a family member, or a local shelter. Your refund is not conditional on doing so, and we don't ask for proof.
This applies to orders of up to three pillows. For larger or wholesale orders, contact us and we'll arrange something sensible.
There is no "unused" condition
We are not going to ask you to return the pillow in its original packaging, unopened, or unslept-on. A 60-night trial you can only use by not using the product is not a trial. Sleep on it properly and then decide.
Damaged, faulty or wrong item
Inspect your order when it arrives. If anything is damaged, defective, or simply not what you ordered, email us within 14 days with a photo.
We'll send a replacement or refund you in full, whichever you prefer. You keep the original, and there is nothing to return and nothing to pay.
How to start a return
Email hello@onyxlyy.com with:
- Your order number
- Whether you'd like a refund or a replacement
- A one-line reason, if you're willing — it's optional, and it's how we improve the product
That's the whole process. No forms, no returns portal, no approval queue.
Refund timing
Once we approve your refund, it's issued to your original payment method within 2 business days.
Your bank or card issuer then takes their own time to post it — usually 5 to 10 business days, occasionally longer. That part is out of our hands.
If more than 10 business days have passed since we told you the refund was issued and you still don't see it, email us and we'll send you the transaction reference to give your bank.
Refund method
Refunds go back to the original payment method. If that card has expired or been cancelled, tell us and we'll arrange an alternative.
We can offer store credit instead if you'd rather, but we'll never push it on you in place of a refund.
Exchanges
We don't run a formal exchange process. It's faster to refund you and have you place a new order than to hold your money while a swap is arranged.
If you bought a multi-pack and want to return only part of it, we'll refund that portion pro rata.
Cancelling before dispatch
Orders can be cancelled any time before they ship, usually within one business day of ordering. Email us with your order number.
Once an order has shipped we can't recall it, but the 60-night trial then applies as normal.
Your statutory rights
Nothing in this policy limits your legal rights.
If you're in the United Kingdom or European Union, you have a statutory right to cancel within 14 days of receiving your order for any reason. That right exists alongside our 60-night trial, not instead of it — our policy is longer and more generous, so in practice you'll want to use ours.
If you're in Australia, our goods come with guarantees that cannot be excluded under Australian Consumer Law.
Where this policy doesn't apply
We'll decline a refund only in cases of clear abuse: deliberate damage, orders bought for resale, or repeated keep-it refunds from the same customer or address. This is rare, and we'll always explain our reasoning rather than simply refusing.
Questions
Email hello@onyxlyy.com with your order number. We reply within four hours, Monday to Friday.