Refund policy

90-Night Risk-Free Trial

Use your Thera Pillow for up to 90 nights. If it doesn't earn its place on your couch, tell us and we'll make it right. No restocking fees, no explanations required.

If your item arrived damaged or doesn't work

Email info@masonmoor.com with your order number and a photo or short video of the issue.

We'll process a full refund or a free replacement — your choice — within one business day. You do not need to ship anything back. Keep it or dispose of it, whichever is easier for you.

If you changed your mind

Within 90 nights of delivery you can return your order for a full refund, as long as the item is in original, unused condition with its packaging.

1. Email info@masonmoor.com with your order number and the reason for return. We will send you the return instructions and the return address.
2. Send the item back using a trackable shipping method. Return shipping is at your own expense. Our warehouse is located in Asia; return costs typically range between €15 and €35 depending on your carrier. Please send us the tracking number once you have shipped it.
3. Once the item arrives back with us in its original condition, your refund is processed within 5 business days to the original payment method. Your bank may take another 5–10 days to display it.

Because of these costs, many customers prefer to keep the item and accept a partial refund instead. Just ask us — we're happy to look at what works best for you.

What we can't take back

- Items that have been used, worn, or damaged by the customer after delivery
- Items without original packaging or tags, unless the product is defective
- Digital guides, which are delivered instantly and can't be returned
- Free gift items on their own — if you return the pillow, the gift is yours to keep

Order cancellations

We ship fast. Email us within 12 hours of ordering and we'll cancel and refund in full before dispatch. Once an order has left the warehouse it can no longer be stopped, but you are welcome to use the return process above.

Questions

info@masonmoor.com — our customer service is available Mon–Sun from 09:00 to 18:00 and typically responds within 24 hours.

EU Right of Withdrawal (Legal Right)

As a consumer in the European Union, you have the legal right to cancel your order within 14 days of receipt, without providing a reason. This is your legal right of withdrawal under the EU Consumer Rights Directive, and it applies in addition to everything above.

Would you like to exercise this right? Please use our withdrawal form at masonmoor.com/pages/bestelling-herroepen or send an email to info@masonmoor.com with your order number. After submitting your withdrawal, you must return the item within 14 days.

The cost of return shipping when exercising the right of withdrawal is borne by the customer. Our warehouse is located in Asia; return costs typically range between €15 and €30. We recommend a trackable shipping method.

This does not apply if your item arrived damaged or defective. In that case we cover everything and you do not need to return anything — see above.