All pre-order sales are final and cannot be cancelled once the order is confirmed.

This is because each batch is ordered and manufactured based on confirmed quantities and customer commitments.

Please review all product details, sizing information, and the estimated delivery window (30–35 days) before placing your pre-order.

Change-of-mind or preference-based cancellations are not accepted.

We offer a 30-day return window for eligible in-stock items only. To qualify for a return:

• The item must be unused, unopened, and in its original packaging.
• The return request must be submitted within 30 days from the date of delivery.
• Proof of purchase (order number or receipt) must be provided.

Due to hygiene and health regulations, opened or used pillows are not eligible for return unless the item is damaged or defective upon arrival.

Return shipping costs are the responsibility of the customer unless the product is faulty or we made an error.

We recommend using a trackable shipping method and keeping your shipping receipt for reference.

Thai Latex Pillow is not responsible for lost or damaged return shipments.

In case of a replacement, shipping costs may apply unless the product is verified as defective.

If your order arrives damaged or defective, please notify us within 5 days of delivery and include:

• Clear photos showing the product issue and packaging
• Your order number and contact details

Once our quality team verifies the issue, we will offer either a replacement or a full refund at no additional cost.

If the product is deemed not defective or the damage resulted from improper handling, the claim may be declined.

Once your return is received and inspected, you will be notified about the approval or rejection of your refund.

If approved:

• Refunds are processed to your original payment method within 5–10 business days.
• Shipping and handling charges are non-refundable, unless due to a verified product defect or shipping error.
• If your return is rejected due to non-compliance (e.g. used, damaged, missing packaging), the product will be sent back to you at your expense.

• Pre-order items (unless verified as defective)
• Opened, used, or washed pillows
• Gift cards or promotional vouchers
• Items returned after 30 days from delivery
• Unauthorized returns sent without our approval

Thai Latex Pillow reserves the right to update or modify this policy at any time without prior notice.

All returns and refunds are subject to our final review and approval.

In case of any dispute, Thai Latex Pillow reserves the right of final interpretation of this policy.

To initiate a return or ask a question, please contact our support team:

Email: info@thailatexpillow.com
Hours: Monday–Friday, 9am–5pm (AEST)