Refund policy
Return & Refund Policy
Last updated: March 5, 2026
Thank you for shopping at Cool Neck Dream. We want you to be completely satisfied with your purchase. If you are not entirely satisfied, we're here to help.
Returns
You have 30 calendar days to return an item from the date you received it.
To be eligible for a return, your item must meet the following conditions:
- Pillows must be unopened and unused
- Items must be in their original sealed packaging
- Items must be in the same condition that you received them
- You must have the receipt or proof of purchase
Non-Returnable Items
The following items cannot be returned:
- Opened or used pillows (for hygiene reasons)
- Items without original packaging
- Sale or clearance items
- Gift cards
How to Return an Item
To start a return, please contact us at shop@coolneckdream.com with your order number and reason for return. We will provide you with the appropriate return address and detailed shipping instructions based on your specific product.
Please note that return addresses vary depending on the product and supplier. When you contact us to initiate a return, we will provide you with the specific return address for your item. Please allow 1-2 business days for us to provide return instructions after you contact us.
Return shipping costs are the responsibility of the customer unless the item is defective or we made an error in your order.
Refunds
Once we receive your returned item, we will inspect it and notify you of the approval or rejection of your refund.
If your return is approved, we will initiate a refund to your original method of payment. You will receive the credit within 10 business days, depending on your card issuer's policies.
Late or Missing Refunds
If you haven't received a refund yet, first check your bank account again. Then contact your credit card company, as it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted.
If you've done all of this and you still have not received your refund, please contact us at shop@coolneckdream.com.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange an item for the same product, contact us at shop@coolneckdream.com.
Contact Us
If you have any questions about our Return & Refund Policy, please contact us:
- Email: shop@coolneckdream.com
- Phone: (615) 914-8965