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Shipping & Returns Policy

Warranty

  • All Kuseno products include a 1 year limited warranty on workmanship and materials (fabric, seams, and zipper where applicable) with normal use. The warranty does not extend to the filling inside the product: buckwheat hulls, flaxseed or water-absorbing polymer in the Kolo Cool Tie.
  • Please contact us before returning any product for warranty service as you will need an authorized warranty return number.
  • Detailed warranty return instructions will be given via email at that time.
  • Since only the workmanship and materials (fabric, seams, and zipper where applicable) of the buckwheat hull pillow are warrantied, the damaged or defective case will need to be emptied and returned for inspection at the customers expense and the replacement case will be shipped back at our expense.
  • Do not discard your organic buckwheat hulls as they are not covered by the warranty and will be needed to refill your replacement pillow case.
  • If the Kuseno Buckwheat Hull Pillow is damaged by misuse (including but not limited to attempting to wash the pillow with the buckwheat hulls still inside) we may, at our discretion, offer a replacement pillow for a discounted price (plus shipping costs).
  • If a flaxseed therapy pack or Kolo Cool Tie is damaged by a defect in workmanship or materials, it will need to be shipped back to us at the customer's expense with a prepaid return label provided for the return shipment.

Money Back Comfort Guarantee

  • A buckwheat hull pillow is firmer than most people are used to and some customers reported that it took 2-3 nights to adjust. We suggest that you use your Kuseno Buckwheat Hull Pillow for 1-2 weeks, then try your old pillow again. If you are not satisfied with your Kuseno Buckwheat Hull Pillow, see What If I Don't Like The Pillow for tips on enhancing your comfort. If it's still not working out, send it back to us for a full refund. Some conditions apply. See our return policy below.

Shipping

  • We ship within Canada and the United States using Canada Post, FedEx and UPS. Unfortunately, we are unable to ship our products to other countries at this time.
  • Please Contact Us if you have any special shipping requests.
  • Most orders ship within 1-2 business days.
  • We have no control over the prices the shipping carriers charge. We do not tack on a little extra for ourselves and we do not charge a handling fee. The prices shown come from the carriers directly and is based on package dimensions and weight.
  • If you are local (Greater Vancouver or Fraser Valley area) and want to save on shipping by picking up your order at one of the Events we're at, select the Local Pickup option of the event you will be attending. Note some items are made to order and we will require extra time for that.

Returns

  • We want you to be happy and love your Kuseno Buckwheat Hull Pillow as much as we do.
  • Use your pillow! OWN your pillow. Take your pillow out of the plastic bag (we've had more than two returns with the pillow still sealed in the plastic bag). Take some hulls out if it's not right (store them in a paper bag or Ziploc bag).
  • However, if you do find yourself feeling dissatisfied you may return or exchange it within 45 days.

    Why 45 days? 30 days is pretty much the standard return period, right? Add on a week to ship your order to you, and a week for you to ship it back, and that makes 6 weeks'ish. (Most orders take 2-3 days to ship within Canada, so we're being generous by saying 1 week)
  • As long as we have your return in our hot little hands within 45 days of the purchase date, and you sent back everything you are intending to return, you'll be credited the purchase price of your returned product(s).
  • Any discounts given at time of purchase will be deducted from your return.
  • For returns, please contact us before returning any product as you will need a return authorization number.
  • The returned product will undergo an inspection upon its arrival to our facilities prior to the refund being processed.
  • Refill organic buckwheat hull orders are not refundable.
  • Detailed return instructions will be given via email.
  • Only the Kuseno product is covered under the return policy. All shipping charges for returned product are the responsibility of the purchaser. The Shipping Carrier did their job and should get paid for it.

 

We Accept

  • We accept Visa, MasterCard, American Express and PayPal!
    Made in Canada
    HAND MADE IN CANADA

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