Refund policy

You may request a return within 30 calendar days after your order is marked delivered by the shipping carrier.

Return eligibility and packaging

Items must be unused, unwashed, and in their original condition and original product packaging, with all tags and labels attached. Please retain your receipt or other proof of purchase. Pack the items securely in a suitable shipping carton to protect them in transit.

Used or washed items, items missing their original product packaging or tags, and items that do not meet these conditions may be refused. A restocking fee does not make an otherwise ineligible return eligible. Report damaged, defective, or incorrect items using the separate process below.

Start a return

Email Orders@havana1960.com within the 30-day return window. Include your order number, the items you wish to return, the reason, and their condition. If authorized, we will provide return instructions and the return address. Do not send items back before receiving authorization.

Restocking fee

Approved returns for a change of mind or a customer selection error are subject to a 10% restocking fee, deducted from the refund. The fee is calculated on the price paid for the returned items after discounts, excluding tax and shipping. This includes choosing the wrong pillow firmness, size, or quantity when the items supplied match your order.

For example, if you paid $50 for the returned items after discounts, the restocking fee is $5. Return-shipping charges are separate.

Return shipping and original shipping

Customers are responsible for return-shipping costs for change-of-mind and selection-error returns. If you purchase your own label, use a trackable shipping service and pay the carrier directly. If you request a label from Havana 1960, we will disclose the label charge before providing it and deduct that charge from your refund. Merchant-provided return labels are not free.

Original outbound shipping charges are not refundable for these returns, unless required by law.

Pillow firmness and replacement orders

Please select Soft or Firm carefully before ordering. Soft provides gentler cushioning; Firm provides a more supportive feel. A preference for a different feel, or ordering Soft when you wanted Firm, is a selection or comfort preference rather than a defect when the correct item was supplied.

Pillows are not offered on a sleep-trial basis. Pillows that have been slept on or washed are not eligible for a change-of-mind return. Eligible pillow returns must meet the unused-condition and original-packaging requirements above and are subject to the 10% restocking fee and customer-paid return shipping.

We do not process direct exchanges or provide free replacement shipments for firmness preferences or other customer selection errors. To choose a different item, complete the authorized return process and place a separate new order. The new order is subject to the prices and applicable shipping charges shown at checkout.

If you are trying to match a pillow from a hotel stay, check its label for the size and product code before ordering, or email us a photo of the label and the hotel name for help.

Damaged, defective, or incorrect items

Please inspect your order after delivery. If an item arrives damaged, is defective, or differs from what you ordered, contact Orders@havana1960.com as soon as possible with your order number, a description, and photos of the item, label, and packaging. Retain the packaging while we review the issue.

Confirmed defects and fulfillment errors are handled separately from change-of-mind returns. We will confirm the appropriate remedy and shipping arrangements. The 10% restocking fee does not apply to confirmed defective or incorrectly supplied items. Nothing in this policy limits any mandatory consumer rights.

Refunds

We will notify you after we receive and inspect your return. If approved, the refund will be issued to the original payment method, less the applicable restocking fee and any agreed return-label charge. Original outbound shipping is excluded from change-of-mind refunds. Any applicable tax adjustment will be reflected in the refund. Your bank or card provider may require additional processing time.

European Union cooling-off period

If merchandise is shipped into the European Union, any mandatory cancellation or return rights that apply to the order remain available in addition to this policy.

Questions

Email Orders@havana1960.com before ordering if you need help choosing an item or understanding these return terms.