Refund Policy

💰 Refund and Exchange Policy

Last Updated: November 26, 2025

At Jonathan Falcon Enterprises LLC, operating pupillow.com, we are committed to providing quality products and ensuring your satisfaction. If you are not entirely satisfied with your purchase, we are here to help.

1. Eligibility for Refund

To be eligible for a refund, your item must meet the following criteria:

• The item must be unused and in the same condition that you received it.
• It must be in the original packaging.
• The request must be initiated within 30 days of the delivery date.

Non-Refundable Items:

• Sale items, clearance items, or products purchased with a discount code may be non-refundable. Only regularly priced items are eligible for refund unless otherwise stated at the time of purchase.
• Gift cards.

2. Return Process

1. Contact Us: To start a return, please contact our support team at support@pupillow.com. Provide your order number and a clear explanation of why you wish to return the product.
2. Authorization: We will review your request and, if approved, provide you with instructions and a Return Merchandise Authorization (RMA) number. Returns sent without prior authorization may be refused.
3. Shipping: You will be responsible for paying your own shipping costs for returning your item to our registered address at 20606 Broadsky Dr, Katy, TX 77449, United States. Shipping costs are non-refundable.

3. Refunds Processing

Once your return is received and inspected at our facility, we will send you an email notification confirming the status of your refund approval.

• If Approved: Your refund will be processed, and a credit will automatically be applied to your original method of payment (credit card, PayPal, etc.).
• Processing Duration: Please allow 7-10 business days for the refund to be fully processed and appear in your account.

Delayed or Missing Refunds

If you haven’t received a refund yet, first check your bank account or contact your credit card company, as it may take some time before your refund is officially posted. If you have done all of this and you still have not received your refund, please contact us at support@pupillow.com.

4. Exchanges (Defective or Damaged Items)

We only replace items if they are defective or damaged upon arrival. If you need to exchange a damaged item for the same product, please contact us immediately at support@pupillow.com for assistance. We will cover the shipping costs for sending the replacement item to you.

Please note that our support team is available during our business hours: Monday – Saturday, 8:00 AM – 7:00 PM (EST).