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Returns & refunds

Try your Merylou pillow in your own bed for 60 nights. If it is not the right fit, email us to arrange a return.

Which option applies to you?

1. Contact us before posting anything back

Email contact@merylou.com with your order number or another proof of purchase. List the items and quantities concerned. You do not need to give a reason to exercise a legal cancellation right. A brief explanation is helpful if you are asking us to investigate a fault or delivery issue.

For a comfort return under the sleep trial, contact us within 60 nights of receiving the pillow. There is no minimum number of nights you must try it. The trial applies to the principal pillow, including its supplied fabric cover, in single and bundle offers. It does not extend to separately purchased covers, sleep masks or other accessories.

2. Help us assess a problem

• Visible defect or damage: describe the problem and when it appeared. Send a photo of the whole item and a close-up.
• Wrong or missing item: tell us what you ordered and what arrived. Include photos of the contents and parcel label, if available.
• A problem that a photo cannot show: describe what happens. We may request a short video or arrange another reasonable assessment.
• Missing parcel: confirm your delivery address and tell us about any delivery notification. We may ask for a short non-receipt statement and reasonable cooperation with the carrier.

If you cannot provide images, tell us. We will discuss another reasonable way to establish the issue. Photographs are not required just to cancel or to return a pillow that does not suit you. Keep the item and any useful packaging until we confirm whether inspection or return is needed. Do not dispose of a faulty item before contacting us.

Please tell us about delivery damage or an incorrect item as soon as reasonably possible. This helps preserve the evidence. There is no blanket 7-day or 30-day reporting deadline that removes your legal rights or the cover promised by our trial and warranty.

3. Receive your return instructions or remedy

We confirm the solution and whether an item needs to be returned. Do not post goods to our registered office without instructions. The return destination depends on the item and may be outside the UK. We will provide the correct address and the available shipping instructions.

Comfort or change-of-mind return: you arrange and pay the return postage. Use a service with tracking or proof of posting. If you need a postage estimate, ask us before booking it.

If we agree that a physical return is unnecessary, we confirm this in writing together with the refund amount. Do not post or dispose of the item before we confirm the instructions for your case.

Faulty, damaged or incorrect item: we provide a prepaid return method or agree the necessary postage costs before you pay. We may resolve a case without a return after assessment; this is not automatic. We do not charge a restocking fee.

4. Send the item back if required

For a sleep-trial return, please send it within 14 calendar days of telling us you wish to return it. If our instructions are delayed, we will extend that period so you are not disadvantaged. For a legal cancellation, the applicable statutory return timetable is preserved.

Return the pillow with its supplied cover, clean, complete and protected for transport. Normal use during the sleep trial is allowed. Original packaging is not required. Damage caused by misuse or missing components may affect a voluntary trial refund; we explain any issue and its basis before deciding. This does not restrict rights concerning faulty or misdescribed goods.

You may open the packaging and sleep on the pillow during the trial. We do not require it to be unused or in a resalable condition, and ordinary signs of trial use do not disqualify your return. Any proposed deduction must relate to actual misuse damage or a missing supplied component, be explained and proportionate, and be permitted by the applicable law.

Keep your postage receipt and tracking reference. Email them to us so we can link the parcel to your order.

5. Receive your refund

Sleep-trial returns and UK cancellations: we issue an eligible refund without undue delay and within 14 calendar days of receiving the goods or evidence that they have been sent back, whichever is earlier. If we agree that no return is needed, we issue it within 14 days of that agreement. Earlier legal deadlines take priority.

Faulty-goods refunds: where a refund is due and agreed, we issue it without undue delay and within 14 calendar days of agreeing your entitlement. We do not make you wait for a supplier reimbursement. Any earlier legal deadline takes priority.

Refunds go to the original payment method, without a refund fee. Your bank or payment provider may take additional time to display the credit. We refund the price actually paid for the returned items. Any standard delivery charge is refunded where required by law. We do not deduct a fictional shipping charge when standard delivery was free.

For a partial pillow-bundle return, the refund is based on the per-pillow price actually paid under that bundle. We confirm the amount before you send it back. We do not deduct a separate charge for the complimentary ebook. You do not have to return unrelated items where your legal right permits a partial rejection.

We send you confirmation when we issue a refund. If it does not appear within the processing time given by your payment provider, reply to that confirmation so we can check the transaction.

Accessories and UK cancellation rights

Separate covers and sleep masks are outside the pillow’s 60 Night Sleep Trial and voluntary 1 Year Warranty. UK customers can normally cancel an online purchase within 14 days of receipt and have a further 14 days to return it. Reasonable handling to inspect an item is allowed. Where the law permits, a refund may reflect loss of value caused by handling beyond what is needed to inspect it. We explain any deduction; there is no automatic fee for opening a package.

Your legal rights for faulty, misdescribed or undelivered accessories remain in place. We do not apply a blanket hygiene exclusion to the pillow’s sleep trial.

The pillow’s 1 Year Warranty

The principal pillow and its supplied fabric cover are protected against manufacturing defects for 12 months from delivery. Read our 1 Year Warranty for the evidence, assessment and replacement process. Your statutory remedies take priority where they provide a different entitlement.

Cancellations before dispatch and delivery issues

Email us as soon as possible if you want to cancel before dispatch. We will try to stop the shipment. If it has already left, we explain the available cancellation or return steps.

If your parcel is late, lost or marked delivered but missing, contact us. Check any delivery photo, safe place or household receipt if you can. We investigate rather than rejecting a claim solely because tracking says “delivered”. We apply the remedies and deadlines required by law, including where an agreed delivery deadline has been missed.

If you cancel before delivery and a refund is due, we issue it without undue delay and within 14 calendar days of your cancellation, unless an earlier legal deadline applies. A supplier’s dispatch or cancellation status does not remove a cancellation right you hold against Merylou.

Your rights and our responsibility

Merylou is your point of contact. We handle assessment, returns and refunds. Supplier claim windows do not shorten your rights or our advertised promises. A refund due to you is not conditional on our receiving reimbursement from another business.

For UK purchases, faulty or misdescribed goods can normally be rejected for a refund within the initial 30-day statutory period. After that, repair or replacement and, in qualifying cases, a price reduction or final rejection may apply. An issue appearing within the first six months is generally presumed to have existed at delivery unless we establish otherwise. Your statutory rights may continue after our trial or warranty expires.

This policy does not limit mandatory rights in your delivery country or reduce promises made when you purchased. If those rights provide a more favourable remedy or deadline, they take priority.

Contact and seller details

Datavex Labs Ltd, trading as Merylou
Company number: 17036825

Unit A3, Castle Road
Sittingbourne, Kent, ME10 3EW
United Kingdom

Email: contact@merylou.com

This is our registered office, not an automatic returns address. Contact us for the appropriate return instructions.

Preview prepared: 11 November 2026

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