Terms of service

Terms of Service

GENERAL INFORMATION

British Pillow Company is operated by KIANA LTD.

By placing an order through our website, you agree to the terms and conditions set out below.

PRICES

All prices are displayed in GBP (£) and include applicable taxes unless otherwise stated.

If an item becomes unavailable after your order is placed, we will notify you as soon as possible and offer an appropriate solution, including a replacement or a full refund where applicable.

PAYMENT

KIANA LTD accepts payment through secure payment methods available at checkout, including Visa, Visa Electron, Mastercard, Mobile Pay, and other supported payment providers.

Payment will only be charged once your order has been processed and dispatched.

DELIVERY

We currently ship within the United Kingdom.

Shipping charges (if applicable) are calculated and displayed at checkout before payment is completed.

Orders are processed within 1–3 business days.

After dispatch, delivery typically takes 7–13 business days.

Please note that delivery times are estimates only and may vary due to courier delays, public holidays, weather conditions, or other circumstances beyond our control.

If there is no safe place to deliver your parcel, the courier may redirect it to a nearby collection point and notify you accordingly.

30-DAY PRODUCT GUARANTEE

We stand behind the quality of our products and offer a 60-day product guarantee against manufacturing defects in materials or workmanship.

This guarantee does not cover damage caused by misuse, accidents, improper handling, normal wear and tear, or unauthorized modifications.

If your claim is approved, we may repair, replace, partially refund, or fully refund the product depending on the nature of the issue.

RIGHT OF WITHDRAWAL

If you are a consumer, you have the right to cancel your purchase within 14 days of receiving your order.

To exercise this right, you must notify us by email before returning your item.

Simply refusing delivery without contacting us first does not constitute a valid cancellation.

RETURNS

Once your return request has been approved, you have 14 days to return the item.

Returned items must be:

In their original condition.
In the original packaging.
Free from unnecessary damage or excessive wear.
Accompanied by proof of purchase.

You are responsible for arranging and paying the return shipping costs.

We recommend using a tracked shipping service, as we cannot accept responsibility for items lost or damaged during return transit.

Items returned without first contacting us and receiving return instructions will not be accepted.

REFUNDS

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

If approved, your refund will be issued to your original payment method within 10 business days.

Please note that your bank or card provider may require additional time to process the refund.

SALE ITEMS

Products purchased during clearance sales, promotional events, or special discount campaigns may not be eligible for refunds or exchanges unless required by applicable law.

LIABILITY

British Pillow Company is not responsible for delays caused by courier services, customs procedures, severe weather, public holidays, or any other circumstances beyond our reasonable control.

Our maximum liability for any order shall not exceed the amount paid for the purchased product.

PRIVACY

Your personal information is processed by KIANA LTD solely for the purpose of processing orders, providing customer support, and complying with legal obligations.

Please refer to our Privacy Policy for full details on how your personal information is collected, used, and protected.

CONTACT US

If you have any questions regarding your order, returns, refunds, or these Terms of Service, please contact us:

British Pillow Company
Operated by KIANA LTD
Email: ruh.storesales@gmail.com