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30-Night Trial & Returns
Refund & Return Policy
We are dedicated to your sleep comfort. Discover how our 30-night trial, effortless exchange program, and Canadian return shipping guarantee a worry-free experience.
30-Night Trial & Returns
Refund & Return Policy
We are dedicated to your sleep comfort. Discover how our 30-night trial, effortless exchange program, and Canadian return shipping guarantee a worry-free experience.
30Nights
Our 30-Night Peace of Mind Sleep Trial
We believe that true restorative sleep requires time to experience. Try any Novo ergonomic or artisanal pillow in the comfort of your home for a full 30 nights. If your sleep posture and comfort have not noticeably improved, return it for a complete, prompt refund.
Step-by-Step Return Process
01
Initiate Request
Submit your return notification within 30 calendar days from delivery through our contact desk with your Canadian order number.
02
Pack & Label
Package the pillow securely in its original packaging. We will provide a pre-paid Canada Post return shipping voucher directly to your inbox.
03
Receive Refund
Once inspected at our distribution centre in Toronto, your refund will be disbursed to your original payment method within 3 to 5 business days.
Return Conditions & Eligibility
Eligible for Full Return
- All standard and ergonomic pillows within the 30-night trial period.
- Defective craftsmanship or material flaws reported upon arrival.
- Items with original tags intact and clean fabric condition.
Ineligible Items
- Items returned past 30 days without prior notice.
- Products showing severe misuse, burns, tears, or permanent staining.
- Final sale custom embroidery and limited-run sample pieces.
Damaged or Defective Items
Every Novo pillow undergoes rigorous hand-inspection before leaving our workshop. If your parcel arrives damaged during courier transport or exhibits any structural flaw, please contact us within 7 days of delivery. We will issue an immediate replacement at zero additional cost to you, including complimentary priority courier shipping.
All structural cores and memory foam inserts are backed by our 2-Year Craftsmanship Guarantee against premature sag and loss of ergonomic density.
Frequently Asked Questions
No. For all standard returns within our 30-night sleep trial, Novo Pillows provides a prepaid return shipping label via Canada Post for all Canadian provinces and territories.
Once your return is checked in at our facility, we process the reimbursement within 48 hours. Depending on your financial institution or credit card issuer, the transaction will reflect on your balance within 3 to 5 business days.
Yes! If you find your chosen pillow too soft or too firm, our sleep advisors can assist you in exchanging it for an alternative loft or filling option during your 30-night trial window with no administrative exchange fees.
Novo never restocks or resells used sleep pillows. Returned pillows in sanitary condition are donated to verified local Canadian community housing shelters, or their natural fibres and foams are sustainably recycled.
Have Questions About Your Order?
Our customer care team is available Monday through Saturday to answer questions, guide exchanges, and assist with returns.