Return & Refund Policy

Return and Refund Policy

RETURNS, REFUNDS, AND EXCHANGES

At Proactive Labs, we want you to feel confident shopping with us. If something is not right with your order, please contact us so we can review the issue and help with the next step.

Returns

We offer a 30-day return window on eligible items. This means you have 30 days from the date your order is delivered to request a return.

To qualify for a return, the item must be unused, in the same condition you received it, and in its original packaging. Due to the personal-use nature of our comfort and wellness products, used items cannot be accepted for return.

To begin a return, please email us at support@proactivepillow.com with your order number, reason for return, and proof of purchase.

Please do not send any product back before contacting us. If your return is approved, we will provide the correct return instructions. Items returned without approval may not be accepted.

Return Shipping

Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect.

Original shipping costs are non-refundable. If a refund is approved, any applicable shipping costs may be deducted from the refund amount.

We strongly recommend using a trackable shipping service when sending back a return. Proactive Labs cannot guarantee that we will receive a returned item if tracking is not provided.

Order Cancellations

We begin processing orders quickly after they are placed.

If you need to cancel an order, please contact us at support@proactivepillow.com within 90 minutes of placing your order. We will do our best to help, but cancellations are not guaranteed once an order has started processing or has been sent to fulfillment.

Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it arrives.

If your item arrives damaged, defective, or incorrect, contact us right away at support@proactivepillow.com. Include your order number, a short description of the issue, and clear photos or video so we can review the problem and help make it right.

Exchanges

We only replace items if they arrive damaged, defective, or incorrect.

If your item qualifies for an exchange, please email us at support@proactivepillow.com with your order number and photos or video of the issue.

Refunds

Once your approved return is received and inspected, we will notify you by email whether your refund has been approved or denied.

If approved, your refund will be issued back to your original payment method within 5 to 10 business days. Please remember that your bank or credit card company may need additional time to process and post the refund.

Late or Missing Refunds

If your refund was approved but you have not received it yet, please first check your bank account again.

Then contact your credit card company or bank, as processing times can vary.

If you have completed those steps and still have not received your refund, please contact us at support@proactivepillow.com.

Sale Items and Gift Cards

Only regular-priced items may be eligible for refunds. Sale items, final sale items, and gift cards are not refundable unless required by law.

Partial Refunds

In certain cases, only a partial refund may be granted. This may include items that are returned damaged, missing parts, not in original condition, or returned outside the approved return window for reasons not caused by our error.

Orders Not Received

In rare cases, shipping delays may occur due to carrier issues, seasonal volume, weather, or other circumstances outside our control.

If your order has not been delivered within 25 days after your order ships, please contact us at support@proactivepillow.com so we can review the order status and help with the next step.

Some orders may arrive in separate packages, depending on the items purchased and fulfillment timing.

Questions

If you have any questions about your order, return eligibility, or refund status, please contact our support team at:

support@proactivepillow.com