The return journey
01 / Tell us about the request
Email service@restavero.com within 30 calendar days after receiving the item for a voluntary change-of-mind return. Include the order number, item name, and the reason for the request so we can identify the correct route. For an order delivered in separate parcels, the period for each item begins when that item is received. A timely request remains timely while we review it.
02 / Receive the return instructions
Our team will explain eligibility, the receiving address, packaging needs, and who is responsible for the relevant return costs. Wait for this information so the parcel reaches the appropriate location. The company business address is not automatically a return facility. Prior authorization organizes handling; it does not override a statutory right or allow us to defeat a timely request by delaying our response.
03 / Pack & keep the shipment record
Return the approved item with its supplied components and any relevant instructions. Protect it against transit damage and retain the posting receipt and tracking reference where available. For a powered product, switch it off and follow the return carrier's requirements for batteries or electrical equipment. Do not open a sealed battery compartment or alter the item to make it easier to ship.
04 / Review & refund communication
We aim to inspect a received return within 7 business days and communicate the outcome. If additional assessment is reasonably needed, we will explain why and provide an update. Approved refunds are normally initiated within 7 business days, unless applicable law requires an earlier refund. The payment provider or bank then controls the separate posting time to your account.
Condition matters for personal rest products
General change-of-mind condition
For a voluntary return, goods should be unused, clean, complete, and in a condition suitable for resale. Original packaging helps protect the item and identify included parts. An opened outer shipping carton does not by itself mean every return is disallowed. Where inspection is permitted by law, we do not treat that lawful inspection as automatic forfeiture of a right.
Sealed hygiene & close-contact items
For items supplied with a hygiene seal, such as in-ear accessories or breathing-contact components, a voluntary change-of-mind return may be excluded after that seal has been removed where this restriction was disclosed before purchase and is lawful. We do not apply one hygiene exclusion to every product simply because it is used near bedtime. Defective or misdescribed goods are assessed under the appropriate legal remedies.
Textiles, supports & wearables
For pillows, blankets, straps, eye masks, and headphone fabrics, keep the item free from washing, odors, stains, pet hair, and wear when seeking a voluntary return. Identify any detachable components and keep the set together. A fault discovered during appropriate use is a different issue from changing your mind about a used item and will be reviewed on that basis.
Electrical, heated & massage devices
Include the supplied cables, adapters, controllers, and removable accessories that belong to the approved return. Let us know about charging, heating, control, or damage concerns before sending the item. Stop using equipment that appears unsafe. Do not continue operating a malfunctioning device or attempt an unapproved repair in order to demonstrate the problem.
Damaged, incorrect or defective goods
Contact us with the order details and a clear description of the issue. Reasonable photographs or a short explanation can help; we will discuss an alternative if the requested evidence is unavailable. Depending on the circumstances and applicable law, a remedy may include repair, replacement, a price reduction, or a refund. We will cover reasonable return costs where required for a confirmed defect or seller error. A 30-day voluntary return period does not limit a longer statutory claim period.
Return costs & refund amounts
For an eligible change-of-mind return, the customer pays the return postage unless we agreed otherwise. Any permitted deduction or non-refundable original delivery charge must have been disclosed before purchase and must be lawful. We do not impose an undisclosed restocking fee. Where the law requires refunding original standard delivery costs or providing a prepaid return for a particular remedy, that requirement takes priority. An approved refund is sent to the original payment method wherever possible.
Exchanges, cancellation & refund follow-up
A size, variant, or product exchange depends on availability and is confirmed by support before return. Where a direct exchange is unavailable, an eligible return can be resolved through the refund process and a separate purchase. Contact us promptly for cancellation before dispatch; if the parcel has already shipped, we will explain the available return route and any legal cancellation right.
If a refund has been confirmed but has not appeared, first check the original payment account and ask the provider about its posting time. Send us the order number and refund confirmation if you need help tracing it. Store credit will not replace a cash refund to which you are entitled unless you choose that option. Mandatory consumer rights continue to apply throughout this policy.