1 Year Warranty

Included with your pillow

1 Year Warranty

A manufacturing defect? We’ll put it right. Your Merylou Sculpted Neck Support Pillow is covered for 12 months from delivery, at no extra cost.

What does the warranty cover?

Manufacturing defects in the pillow’s materials or workmanship during normal personal use and care. For example:

• A foam core that splits or cracks because of a manufacturing defect.
• Stitching on the pillow’s supplied fabric cover that comes apart because of faulty workmanship.
• A defective zip or fastening on the supplied cover, where fitted.

Cover applies to the principal pillow and its supplied fabric cover, including sale and bundle purchases made directly from Merylou. A gifted pillow is covered under the original order. Additional covers and sleep masks bought separately are not included in this voluntary warranty. Their legal protections remain unchanged.

What to send us

1. Email contact@merylou.com with your order number, or another proof of purchase.
2. Tell us which pillow is affected, what went wrong and when you noticed it.
3. For a visible fault, include a photo of the whole item and a close-up of the issue. For an incorrect or incomplete delivery, also show what arrived and the parcel label, if available.

We may ask for a short video if a photo does not show the problem clearly. If you cannot take photos or video, let us know. We will arrange another reasonable way to assess the item, including inspection where needed. A claim is assessed on the available evidence; a missing photograph does not automatically remove your rights.

Please keep the affected item while we review the claim. Do not send it back or dispose of it until we have explained the next step. You do not need the original packaging.

What happens after you contact us?

1. We review your request. We aim to reply within two working days, Monday to Friday, excluding UK public holidays.
2. We confirm any missing information. If inspection is necessary, we explain how it will be arranged and the expected timing.
3. We confirm the remedy. A covered fault is resolved by replacing the affected item with the same model. Any alternative requires your agreement. If a replacement is unavailable, we refund the amount paid for the affected item.

Where only the supplied fabric cover is faulty, we may replace that cover rather than the whole pillow. We will not charge for this. Your statutory right to another remedy, where applicable, takes priority over this warranty process.

We arrange the remedy within a reasonable time and without significant inconvenience. If we cannot provide the promised replacement within a reasonable time, we offer a refund of the amount paid for the affected item. We confirm the expected timing when we assess your claim.

Returns and refunds under the warranty

If a return is needed, we provide a prepaid method or agree necessary postage costs with you before you pay. We confirm the return address for your case. There is no restocking or claim fee.

Once a refund is agreed, we issue it without undue delay and within 14 calendar days to the original payment method. Your payment provider may need additional processing time. For a partial bundle refund, we use the affected pillow’s share of the bundle price actually paid. Any earlier deadline or different remedy required by law takes priority.

How long does cover last?

The 12 months begin when the pillow is delivered. Please report a defect within that period. A claim reported in time remains eligible for assessment if our review finishes afterwards.

This warranty applies in every delivery country accepted by Merylou for the original order. Replacement delivery is covered to that country. Replacements remain covered until the end of the original warranty period, without limiting additional legal rights.

What is outside this warranty?

• Ordinary wear, gradual softening, fading or pilling consistent with normal use.
• Accidental damage, stains, cuts or burns caused after delivery.
• Damage caused by misuse, alteration or cleaning contrary to the supplied care instructions.
• A preference about comfort, feel or height where there is no defect.

An exclusion applies only where it caused the issue. It does not remove cover for an unrelated manufacturing defect.

Not the right fit? Use the 60 Night Sleep Trial

The pillow’s sleep trial lets you try it in your own bed and request a return within 60 nights of delivery if it does not suit you. That is separate from this warranty. Read the Returns & refunds policy for the steps, return postage and refund timing.

Your legal rights

This voluntary warranty is additional to your statutory rights. It does not limit your rights for faulty, misdescribed or undelivered goods, including rights under the UK Consumer Rights Act 2015. Those rights may last beyond one year. You do not have to claim under this warranty instead of using a legal remedy.

Merylou handles your claim. Its outcome is not conditional on our receiving reimbursement from a fulfilment partner. Terms and promises applicable when you placed your order remain protected.

You can save or print this guarantee. Email us if you would like a copy sent to you at no charge.

Preview prepared: 11 November 2026