Refund policy

Last updated: July 2026

We want you to feel completely comfortable ordering from Night Owl Pyjamas. If something is not quite right, this policy explains how to return it.

Our returns policy includes:

• Your statutory 14-day cancellation rights.
• Our additional 30-day returns guarantee.
• Returns on full-price and sale products.
• Protection where an item is faulty, damaged or incorrect.

Nothing in this policy affects your statutory consumer rights.

1. Our 30-day returns guarantee

You may request a return within 30 calendar days of receiving your order.

To qualify for a return, products must be:

• Unworn, other than being tried on for fit.
• Unwashed.
• Free from marks, make-up, deodorant, perfume, pet hair or other signs of use.
• Returned with their original labels attached.
• Returned in their original packaging where reasonably possible.
• In a condition suitable for resale.

Please try on nightwear over your own underwear and take reasonable care of it while deciding whether to keep it.

We may reduce or refuse a refund under our additional guarantee if an item has been worn, washed, damaged or handled beyond what would reasonably be necessary to check its fit and appearance.

2. Your statutory right to cancel

When you purchase online, you have a legal right to cancel your order without giving a reason.

You must tell us that you wish to cancel within 14 calendar days beginning the day after you or someone nominated by you receives the goods.

After notifying us, you must return the goods within a further 14 calendar days.

To cancel or request a return, contact us at:

Email: admin@nightowlpyjamas.com
Contact form: Night Owl contact page

Please include:

• Your full name.
• Order number.
• The products you wish to return.
• Whether the item is unwanted, faulty, damaged or incorrect.

You do not need to provide a reason when exercising your statutory right to cancel.

3. Returns requested between days 15 and 30

Our additional 30-day returns guarantee extends beyond your statutory 14-day cancellation period.

If you request a return between 15 and 30 calendar days after receiving your order:

• The product must meet the return-condition requirements above.
• We will refund the purchase price of the returned product.
• Any original premium or expedited delivery charge will not be refunded.
• You will be responsible for the return postage unless the item is faulty, damaged, misdescribed or incorrect.

This additional guarantee does not limit your statutory rights.

4. Sale and promotional products

Sale items may be returned under the same 30-day policy, provided they satisfy the return conditions.

This includes products purchased using:

• A discount code.
• A promotional offer.
• A multi-buy or bundle promotion.
• A seasonal sale price.

Where part of a bundle or multi-buy offer is returned, the refund may be recalculated to reflect the price that would have applied to the products you keep.

For example, if a free gift was conditional upon purchasing a qualifying product, the free gift must also be returned unused if the qualifying product is returned. If it is not returned, its stated value may be deducted from the refund where permitted.

Products described as “final clearance” remain covered by your statutory rights, including your right to cancel an eligible online purchase within 14 days and your rights where goods are faulty or misdescribed.

5. Hygiene-sensitive products

For health and hygiene reasons, certain sealed products may not be returned once their hygiene seal has been broken.

This exception only applies where:

• The product was supplied in sealed packaging.
• The seal was clearly intended for hygiene protection.
• The seal was broken after delivery.
• The product is genuinely unsuitable for return for health or hygiene reasons.

This may apply to items such as sealed underwear.

It does not automatically apply to pyjamas or nightdresses simply because they are nightwear. Eligible nightwear may be tried on carefully over underwear and returned in accordance with this policy.

Faulty, damaged, incorrect or misdescribed products remain protected by your statutory rights.

6. Free promotional gifts

If your purchase included a free gift, such as slippers or an eye mask, and you return the qualifying product for a full refund, you must also return the gift:

• Unworn and unused.
• With labels attached.
• In its original packaging where reasonably possible.

If you keep the free gift, its advertised or stated value may be deducted from your refund where permitted.

If only part of an order is returned and the remaining order still qualifies for the promotion, you may keep the gift.

7. How to return an item

Please contact us before sending your return.

Once your return has been authorised:

1. Place the product securely in suitable packaging.
2. Include your order number, name and return details.
3. Send the parcel to:

Night Owl Pyjamas Returns
A return label will be sent via e-mail with the return address.

Unless the product is faulty, damaged, misdescribed or incorrect, customers are responsible for return-postage costs.

We strongly recommend using a tracked postal service and keeping your proof of postage until your refund has been completed. Night Owl Pyjamas cannot accept responsibility for a return that is lost before reaching us.

Please do not send a return to an address shown on your original parcel unless we have confirmed that it is the correct returns address.

8. Refunds

We will inspect your return after it arrives.

Approved refunds will be issued to the original payment method. We will not normally issue refunds to a different payment method unless required or agreed in exceptional circumstances.

For returns made under your statutory cancellation rights, we will refund:

• The price paid for the returned products.
• The original basic or standard delivery charge, where one was paid.

If you selected an enhanced delivery service, such as express or next-day delivery, we are only required to refund the equivalent cost of our least expensive standard delivery option.

We may wait until we receive the returned products or you provide evidence that they have been sent, whichever occurs first.

Refunds will be processed without undue delay and no later than 14 days after we receive the goods back or receive acceptable evidence that they were returned.

Your bank or payment provider may take additional time to place the money into your account.

9. Deductions from refunds

You may inspect a product in the same way that you reasonably could in a shop.

If handling has gone beyond what is necessary to establish the product’s nature, characteristics and fit, we may make a proportionate deduction for any reduction in value, where legally permitted.

Examples include:

• Wearing an item for longer than a reasonable fitting.
• Washing the product.
• Removing labels before deciding to keep it.
• Returning products with marks, odours, pet hair or signs of wear.
• Damaging the product after delivery.

We will explain any proposed deduction and the reason for it.

10. Faulty, damaged or incorrect products

Please contact us as soon as possible if an item:

• Arrives damaged.
• Has a manufacturing fault.
• Is not as described.
• Is not of satisfactory quality.
• Is not fit for its intended purpose.
• Is different from the item you ordered.

Please provide:

• Your name and order number.
• A description of the problem.
• Clear photographs where reasonably possible.

Where the product is faulty, damaged, misdescribed or incorrect, Night Owl Pyjamas will cover reasonable return-postage costs or provide an appropriate prepaid return method.

Under the Consumer Rights Act 2015, customers generally have a short-term right to reject faulty goods within 30 days. Depending on the circumstances and the time that has passed, you may be entitled to:

• A refund.
• A repair.
• A replacement.
• A price reduction.

Your legal rights are not limited by our voluntary 30-day guarantee.

11. Exchanges

If you would like a different size or product, please contact us to check availability.

We cannot guarantee that a replacement will remain in stock while your return is in transit. Where a direct exchange is unavailable, we may refund the original product so you can place a new order.

12. Order changes and cancellations before dispatch

If you need to change or cancel an order, contact us as quickly as possible.

We will try to help, but we cannot guarantee that an order can be changed or cancelled once it has entered the dispatch process.

If the order has already been dispatched, you may return it under the terms of this policy.

13. Klarna and other payment providers

Refunds for orders paid through Klarna or another payment provider will be sent through the original payment method.

You remain responsible for managing any outstanding payment schedule until the payment provider confirms that the refund has been applied. We recommend notifying the provider through its app or account service when returning an order.

14. Your statutory rights

This policy is provided in addition to your rights under UK consumer law. Nothing in it excludes, restricts or replaces those rights.

Current government guidance confirms that online customers generally have 14 days after delivery to notify a retailer that they wish to cancel, followed by another 14 days to return the products. Refunds must generally be made within 14 days of receiving the return or evidence that it was sent. GOV.UK returns guidance and online-selling guidance.