I ordered 2 memory foam pillows just to find on delivery that one of them was stained as in it had been used before. Customer support told me that the stain was caused by the testing machine (picture attached) and that it could be washed away or I would get a pillowcase replacement. I asked for a full pillow replacement and they accepted straight away. They sent the replacement straight away and made the return process very easy for me in the meantime. When the new pillow arrived I was glad there was no signs of it being used before! The only thing I don't understand is that the last pillow is way softer than the other 2 I got delivered at the beginning. There is nothing on their website that specifies different levels of firmness but there is a clear difference between the 2 I have.