Refund policy

Return and Refund Policy

Last updated: October 2, 2026

1. Scope of this policy

This policy applies to retail pillow purchases made through our online store at kodushome.ca. It covers pillows and pillow products bought by individual consumers for personal or household use.

This policy does not apply to wholesale or trade orders, to custom or made-to-order goods produced to a customer's own specification, or to cushion and sofa filling services supplied to furniture manufacturers and trade customers. Those are governed by separate written terms agreed at the time of order.

Purchases made through Amazon Marketplace are subject to the Amazon returns policy and not to this one.

2. Return window

You may return an eligible item within 7 calendar days from the day the item is delivered. The return window is counted from delivery, not from the date the order was placed.

Requests made after 7 days from delivery cannot be accepted under this policy, except where you have a statutory right in respect of defective goods, as set out in section 10 below.

3. Conditions for a return

To be eligible for return, an item must meet all of the following conditions:

The item is unopened and unused.
The item is in its original packaging, with all seals, tags, labels and protective wrapping intact.
The item has not been removed from, or the packaging opened or altered in any way.
The item is not damaged, stained, marked or otherwise altered.
Any outer shipping box or courier packaging may be opened, but the retail packaging of the item itself must be completely unopened.
All accessories, inserts, tags and documentation supplied with the item are returned with it.

We may refuse a return, and decline to issue a refund, where an item does not meet these conditions. In that case the item will be returned to you at your cost.

4. Items that cannot be returned

The following are not eligible for return or refund under any circumstances:

Any item that has been opened, used, slept on, washed, or otherwise removed from its original sealed packaging.
Any item that has been damaged after delivery.
Items marked as final sale, clearance, or discounted items sold with a final sale designation on the product page.
Custom-made, made-to-order, or bespoke items produced to your specification, including items filled or made to a custom size, fill, blend or firmness that differs from the standard product listing.
Gift cards and other non-refundable items.
Items returned without all original packaging, tags and accessories.
Items returned more than 7 days after delivery.

5. Return shipping costs

The customer is responsible for all return shipping costs. We do not provide prepaid return labels, and we will not reimburse return shipping, postage or freight charges.

We strongly recommend using a tracked shipping service and keeping your receipt and tracking number until your return has been received and your refund has been issued.

Risk of loss. The risk of loss of, or damage to, an item passes to the customer when the item is handed to the carrier for return. We are not responsible for items lost or damaged in transit to us. If tracking shows a return was delivered to us and we cannot locate the item, we will not be liable for it.

6. How to return an item

Contact us at abhay@kodushome.ca within the return window and before shipping anything back.
We will confirm your return is eligible and provide a return address and any instructions. Please do not send items without contacting us first, as items sent without authorisation may not be accepted.
Pack the item securely in its original packaging, include all accessories and your order reference, and send it to the address we provide.
Send us the carrier name and tracking number for your return.

7. Refunds

Refunds are issued to the original payment method used for the purchase. We do not issue cash refunds or refunds to a different card or account.
Refunds are processed within 5 to 10 business days after we receive the returned item and confirm it has been inspected and accepted.
Please note that it can take a further 5 to 10 business days for the refund to appear on your statement or card, depending on your payment provider.
Original and outbound shipping charges are not refundable, unless the item is faulty, damaged, incorrect or otherwise covered by your statutory rights.
Any duties, taxes, brokerage or import charges incurred on delivery or return are the customer's responsibility.
We refund the amount actually paid for the returned item, excluding original shipping, duties and taxes.
Where an order contained multiple items and only some are returned, the refund reflects only the value of the items returned.
Any discount or promotional code applied to the original order is not reinstated on a replacement order.

8. Restocking fee

No restocking fee applies to returns accepted under this policy, because eligible items are returned unopened, unused and in their original packaging and can be resold.

Where an item is returned opened, used, damaged, or not in original packaging, it cannot be resold and no refund will be issued.

9. Exchanges

An exchange is treated as a return and a new purchase. To exchange an item, please return the original item following section 6 and place a new order. We do not process exchanges on final sale items, and we cannot hold an item for an exchange while a return is in transit.

10. Damaged, defective or incorrect items

We want you to receive your order in good condition.

If your item arrives damaged, faulty, or not what you ordered, contact us at abhay@kodushome.ca within 7 days of delivery and include your order number, a description of the problem, and clear photographs.
Where an item is confirmed as faulty, damaged, or incorrect, we will provide a prepaid return label or a replacement at our cost, and we will not deduct return shipping from your refund.
This section does not limit any rights or remedies you may have under the Consumer Protection Act, 2002 (Ontario) or any other applicable law, including your right to reject defective goods and to obtain a remedy where goods are not of acceptable quality.

11. Order cancellation

Orders may be cancelled within 1 hour of being placed, and in any case before the order is fulfilled and shipped. To cancel, contact us as soon as possible at abhay@kodushome.ca with your order number.

12. Chargebacks and disputes

If you wish to raise a dispute or chargeback with your bank about an order, please contact us first at abhay@kodushome.ca. We will work with you to resolve the issue. Initiating a chargeback for an order where a return is already in progress, or where an item is not eligible for return under this policy, may delay resolution.

13. Your statutory rights

Nothing in this policy limits, excludes, or varies your rights, remedies, or statutory protections under the Consumer Protection Act, 2002 (Ontario), the Sale of Goods Act, or any other applicable legislation. Where a provision of this policy conflicts with a right you have under law, your statutory right applies.

14. Changes to this policy

We may update this policy from time to time. The version in effect at the time your order is placed applies to that order. The date of the most recent update is shown at the top of this page.

15. Contact us

Kodus Home Inc.
6707 Goreway Dr, Units 3 & 4, Mississauga, ON L4V 1S6, Canada
Email: abhay@kodushome.ca
Phone: +1 416-833-0823