Refund and Returns Policy

At Monster Pillove, we take pride in the craftsmanship of our handmade products. Because most of our pillows are made to order or personalized, we have specific guidelines regarding cancellations and returns.

Refund and Returns Policy

1. CANCELLATIONS

  • Standard Orders: You may request a cancellation within 24 hours of purchase. Once the production process has started, cancellations may not be possible.
  • Personalized Orders: Orders involving custom embroidery or specific design requests cannot be canceled once production has begun.

2. RETURNS & EXCHANGES

  • Right of Withdrawal: Under consumer protection laws, you have the right to return standard (non-personalized) products within 14 days of delivery. The item must be unused, in its original packaging, and in the same condition that you received it.
  • Non-Returnable Items (IMPORTANT): In accordance with the Turkish Regulation on Distance Contracts (Article 15), the right of withdrawal does not apply to goods prepared in accordance with the consumer’s explicit wishes or personal needs. This includes:
    • Any pillow with custom name embroidery.
    • Custom-made color or size variations.
  • Return Shipping: Shipping costs for returning an item are the responsibility of the Buyer. For international returns, any customs duties or taxes incurred during the return process will be deducted from the refund amount.

3. DAMAGED OR DEFECTIVE ITEMS

If you receive a damaged or defective item, please contact us at hello@monsterpillove.com within 48 hours of delivery with photographic evidence. We will gladly send a replacement or issue a full refund for proven defects.

4. REFUNDS

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment (via PayTR) within a certain amount of days, depending on your bank’s policies.