At CervicalPillows.ca, your well-being and satisfaction are our top priorities. Due to the personal and hygienic nature of our products, we maintain a carefully structured policy for returns and exchanges:
No Returns on Opened or Used Pillows
To ensure the highest hygiene standards and protect all customers, we cannot accept returns of pillows that have been opened, used, or removed from their original packaging. This policy applies to all cervical and orthopedic pillow products.
Exchanges on a Case-by-Case Basis
We understand there may be exceptional circumstances and will consider exchanges or replacements if:
- The pillow arrives damaged, defective, or compromised at delivery.
- You receive an incorrect product variant (wrong size, color, or model).
Exchange Requirements:
- Exchange requests must be submitted within 7 days of delivery.
- The product must be in brand-new, unused condition, including its original packaging and any included accessories.
- You may be asked to provide proof of purchase and photographic evidence of the issue.
- Return shipping costs are the responsibility of the customer—unless the issue was caused by us (for example, shipping the wrong item).
How to Request an Exchange
- Email our Customer Care Team at: wellmart.canada@gmail.com
- Include your order number, product name, and the reason for requesting an exchange.
- Attach any relevant photos or documents.
- After review—typically within 2 business days—we’ll notify you whether your request is approved and provide next steps.
Processing Exchanges
- Once approved and received in acceptable condition, we will ship your replacement pillow at no additional cost (excluding shipping if applicable).
- We aim to process exchanges within 5–7 business days from receipt of the returned item.
Final Sale Notice
Please note that all used, opened, or unsealed items are final sale and not eligible for refunds or exchanges, except in cases of delivery damage or product error.