We stand behind the quality of every Onyx pillow and want you to shop with confidence. Our policies are designed to be fair to customers while protecting against misuse and payment disputes.

By placing an order on www.sleepingwithonyx.com, you agree to the terms outlined below.

Shipping & Delivery

Orders placed after 3 PM ET ship the next business day (Monday–Friday, excluding holidays).

All orders include tracking confirmation. Delivery confirmation from the carrier serves as proof of delivery for billing and payment verification purposes.

100-Night Comfort Guarantee

You may request a return within 100 days of confirmed delivery.

This guarantee allows you to test your pillow at home while ensuring returned items remain in donatable condition.

Return approval is required before sending any item back.

Standard Returns

Opened pillows may be returned within 100 days of delivery provided they meet the following conditions:

• Customer is responsible for return shipping costs for non-defective returns
• Prepaid labels are provided only for verified fulfillment errors
• Item must be in donatable condition (no stains, odors, damage, or misuse)
• Item must be properly packaged to avoid transit damage
• Photos may be required before approval
• Return authorization must be issued before shipping

Because Onyx pillows are made with dense engineered materials, they are heavier than standard pillows. Return shipping costs may reflect this.

Refunds are issued only after the returned product is received and inspected.

Original shipping, handling, and payment processing fees are non-refundable.

Inspection & Refund Processing

Once received, all returns are inspected.

If the item meets return standards:
• Refund will be issued to the original payment method within 5–10 business days.

If the item does not meet return standards:
• A partial refund may be issued, or
• The return may be rejected and shipped back at the customer’s expense.

A refund cannot be issued without the physical return of the product unless otherwise approved in writing.

Exchanges

Exchanges are available within 100 days, subject to availability.

Customers are responsible for return shipping unless the exchange is due to a verified manufacturing defect or shipping error.

Defects & Incorrect Items

If you believe your product is defective or incorrect:

• You must notify us before initiating a chargeback
• Photo or video documentation may be required
• We will review the issue promptly

Comfort preference (firmness, feel, adjustment period) is not considered a defect.

Verified manufacturing defects will be resolved with a replacement or refund at our discretion.

Non-Return & Refund Policy

Refunds are issued only after:

1. The product is returned and received, OR

2. A written exception is granted by our support team

Failure to return the product does not qualify for a refund.

Payment Disputes & Chargebacks

We are committed to resolving issues directly and quickly.

If a chargeback is filed without first contacting our support team:

• We will provide the payment processor with delivery confirmation, tracking records, checkout IP verification, order confirmation, and communication history.
• We reserve the right to dispute claims when delivery confirmation exists or when policy terms have not been followed.

Most issues are resolved within 1–2 business days when customers contact us directly.

We encourage customers to reach out before contacting their bank so we can provide a faster resolution.

Abuse Prevention

We reserve the right to:

• Refuse returns in cases of excessive return activity
• Deny refunds for products not returned
• Limit returns per household
• Refuse service in cases of suspected fraud or policy abuse

Items Not Eligible for Return

• Requests made after 100 days from delivery
• Items not in donatable condition
• Final sale or flash sale items (if marked as such)
• Orders over $500 (final sale unless defective)

How to Start a Return

Email support@sleepingwithonyx.com within 100 days of delivery.

Support Hours: Monday–Friday, 9 AM – 5 PM ET
Response time: within 72 business hours (longer during peak periods)