Warranty Policies for Novilla Pillows

Novilla provides a 1-Year Limited Warranty for Novilla-branded pillows purchased directly from Novilla or through authorized distributors and dealers.

What's Covered

This Limited Pillow Warranty covers issues caused by defects in workmanship or materials, including the following:

1. Clumping, shifting, or uneven distribution of filling materials that creates noticeable lumps or flat spots and cannot be restored by fluffing.
2. Seams that come apart or stitching that unravels due to manufacturing defects.
3. Defects in the pillow cover (holes, tears, or stains) that are present upon arrival. If the pillow remains unopened, this may be handled through our Return Policy; if already opened, it is covered under this warranty.
4. Other verified issues that our technical assessment team confirms are directly attributable to inherent defects in materials or workmanship.

What's Not Covered

This warranty does not cover the following:

• Normal softening or gradual loss of loft over time that is consistent with regular use of foam and fiber pillows.
• Comfort preferences — if the pillow's height, firmness, or feel is not to your personal liking.
• Damage caused by improper washing, drying, or failure to follow instructions on the care label.

Additional Terms

• If you have a quality issue with a pillow purchased through one of our authorized distributors or dealers, please contact the respective distributor or dealer directly for assistance.
• Your 1-Year Limited Warranty commences on the original date of purchase.
• A warranty replacement, repair, or parts replacement does not extend or renew the warranty period.
• This warranty covers only the product itself. It does not cover shipping fees for exchanges, commissions, or any third-party fees.
• For opened pillows, comfort preferences are not covered under warranty — please choose carefully before opening. We encourage you to take advantage of our trial period to ensure the pillow meets your comfort needs before making a final commitment.

Resolution Timeline

Once a warranty claim is approved, resolution is typically completed within 5–7 business days.

To file a warranty claim, please refer to the "Filing a Warranty Claim" section above for detailed instructions on required materials and the submission process.

General Terms & Conditions

Original Purchaser Only
All warranties apply exclusively to the original purchaser and are non-transferable. Proof of purchase (Order ID and Warranty Card) is required for all claims.

No Renewal
A warranty replacement, repair, or parts replacement does not extend or renew the warranty period. The warranty continues from the original purchase date.

Valid Purchase Channels
Warranties are valid for products purchased directly from Novilla or through authorized distributors and dealers. If you purchased from a third-party retailer, please refer to that retailer's warranty policies for assistance.

Subjective Preferences
This warranty does not cover subjective preferences regarding comfort, firmness, height, or appearance. If your product includes a trial period, comfort-related concerns should be addressed through that trial within the applicable window. Once any applicable trial or return period has expired, claims based on personal preference — including a product feeling too soft, too firm, too high, or too low — will not be accepted under this warranty.

User Damage & Care Neglect
This warranty strictly excludes damage caused by user abuse, pets, or neglectful care. This includes stains, rips, tears, cuts, burns, or liquid damage. Additionally, mold, mildew, or persistent odors resulting from improper laundering, spills, or failure to maintain adequate ventilation are not covered.

Modifications
Novilla reserves the right to modify these terms. Changes will become effective immediately upon posting to this page. Existing warranty claims will be handled under the terms in effect at the time of purchase.