Last updated: September 2026
At Orenlisse, we want you to feel confident trying the Align Cervical Pillow. Because comfort and fit can vary from person to person, purchases are protected by our limited 30-Night Comfort Guarantee.
We also provide support for products that arrive damaged, defective, incorrect, or are confirmed as lost in transit.
30-Night Comfort Guarantee
You have 30 nights from the date your order is delivered to try your Orenlisse Align Cervical Pillow.
If the pillow is not the right fit for you, you may request a return under our 30-Night Comfort Guarantee within 30 days of the recorded delivery date.
The Comfort Guarantee applies to one Align Cervical Pillow per order.
For multi-pillow orders, an approved Comfort Guarantee refund will be based on the effective per-pillow price paid as part of that order.
For example, if you purchased a discounted 2- or 3-pillow bundle, your refund will reflect the discounted price paid for one pillow rather than the regular single-pillow price.
Additional pillows from the same order are not eligible for comfort-based returns or refunds.
Purchasing multiple pillows does not multiply or extend the Comfort Guarantee.
How to Request a Comfort Guarantee Return
To request a return under the 30-Night Comfort Guarantee, email support@orenlisse.com within 30 days of delivery and include:
- Your order number
- The name or email address used to place the order
- A brief explanation of why the pillow was not the right fit for you
We will respond within 1–2 business days with return instructions and, where applicable, return authorization.
Please do not send a pillow back before receiving return instructions from us.
Approved Comfort Guarantee returns must be sent to the return address provided by Orenlisse. Returns sent to an unauthorized address may not be accepted or processed.
Comfort Guarantee Return Shipping
Customers are responsible for the cost of shipping a pillow back to us under the 30-Night Comfort Guarantee unless otherwise required by applicable law.
We strongly recommend using a trackable shipping service and keeping your shipping receipt and tracking information until your refund has been completed.
Orenlisse is not responsible for return shipments that are lost or damaged while being sent back to us.
Original expedited or other paid shipping charges, if applicable, are not refundable for Comfort Guarantee returns.
Comfort Guarantee Refunds
Once your returned pillow has been received and inspected, we will notify you whether your refund has been approved.
If approved, the refund will be issued to your original payment method.
For multi-pillow orders, the refund will equal the effective discounted price paid for one pillow.
Your bank, credit card issuer, or payment provider may require additional processing time before the refund appears in your account.
A Comfort Guarantee return may be refused if:
- The return request was made more than 30 days after the recorded delivery date
- The return was sent without prior authorization
- The returned item is not the product associated with the order
- The product has been intentionally damaged, altered, or misused
- There is evidence of fraud or abuse of the Comfort Guarantee
Normal use of the pillow during the 30-night trial period will not, by itself, make an otherwise eligible Comfort Guarantee return ineligible.
Damaged or Defective Products
Please inspect your order when it arrives.
If your Align Pillow arrives damaged or defective, email support@orenlisse.com within 30 days of delivery and include:
- Your order number
- A description of the problem
- Clear photos or video showing the issue
- Photos of the packaging and shipping label when requested
If the issue is confirmed, we will provide an appropriate replacement or refund.
You will generally not be required to physically return a damaged or defective product unless Orenlisse specifically instructs you to do so.
Please do not discard the product or its packaging until your claim has been reviewed, as additional photographs or information may be required.
Minor damage to external shipping or product packaging that does not affect the condition or usability of the pillow does not by itself qualify as product damage.
Incorrect or Missing Items
If you receive the wrong item or part of your order is missing, please contact support@orenlisse.com as soon as possible.
Include your order number along with clear photographs of:
- The item you received
- The original packaging
- The shipping label
If the issue is confirmed, we will provide an appropriate replacement or refund.
You will generally not be required to return an incorrect product unless Orenlisse specifically instructs you to do so.
Orders That Do Not Arrive
If your order has not arrived within the expected delivery timeframe, please contact support@orenlisse.com so we can investigate the shipment.
Carrier delays do not automatically mean that a shipment is lost.
If an order is confirmed as lost or otherwise qualifies as a non-delivery, we will provide an appropriate replacement or refund.
No return is required for an order that was never received.
If tracking shows that an order was successfully delivered but you cannot locate it, additional information or documentation from the carrier may be required before a replacement or refund can be approved.
Returns Outside the Comfort Guarantee
Except where required by applicable law or where an order qualifies under the damaged, defective, incorrect, missing, or non-delivery provisions above, we do not offer additional voluntary returns or refunds outside the 30-Night Comfort Guarantee.
The Comfort Guarantee is limited to one pillow per order.
Unauthorized Returns
Please do not send any product back without first contacting Orenlisse and receiving return instructions.
Products sent to an unauthorized address, including a supplier or fulfillment facility, may not be received and may not qualify for a refund.
Refund Processing
Approved refunds are issued to the original payment method.
Once a refund has been processed by Orenlisse, the time required for funds to appear in your account depends on your bank, card issuer, or payment provider.
Policy Abuse
Our 30-Night Comfort Guarantee is intended to give genuine customers greater confidence when trying the Align Cervical Pillow.
Orenlisse reserves the right to deny a claim where there is reasonable evidence of fraud, repeated abuse of the policy, false information, manipulated delivery information, intentional product damage, or other misuse.
Consumer Rights
Nothing in this policy is intended to exclude, restrict, or limit any rights or remedies available to you under applicable consumer-protection laws.
Where applicable law provides rights that differ from this policy, those legal rights will apply.
Need Help?
Email support@orenlisse.com and we will guide you through the process.
We aim to respond within 1–2 business days.