Refund policy
At Restivo, your comfort and satisfaction are important to us. We want you to feel confident when purchasing our 3-in-1 Neck Relief Pillow.
We understand that shopping online requires trust, and we’re committed to providing a straightforward and transparent returns and refunds process.
1. Returns
We offer a 60-day money-back guarantee, meaning you have 60 days from the date your order is delivered to request a return if you are not satisfied.
You may try your pillow during the 60-day guarantee period. To be eligible for a return, your item must:
- Be returned undamaged.
- Include its original packaging and accessories.
- Be accompanied by proof of purchase or an order confirmation.
Trying the pillow during the 60-day guarantee period does not make it ineligible for a return under this guarantee.
This does not affect your rights if your product is faulty, damaged or does not meet applicable consumer guarantees.
2. How to Request a Return
If you would like to return your Restivo 3-in-1 Neck Relief Pillow, please contact our customer support team through the contact form on our website.
Include your order number, the reason for your return and photographs if your product is damaged or defective.
Our team will review your request and provide instructions for the next steps.
Please do not send products back without contacting us first, as unauthorised returns may not be accepted.
3. Damaged, Defective or Incorrect Products
We take care to ensure every Restivo order arrives in excellent condition.
If your pillow arrives damaged, defective or incorrect, please contact us as soon as possible after delivery.
We may request photographs to help us assess the issue.
Where required under applicable consumer law, we will provide an appropriate remedy, which may include a replacement, repair or refund.
4. Refunds
Once your returned item has been received and inspected, we will notify you whether your refund has been approved.
If approved, your refund will be issued to your original payment method within 10 business days.
Please note that your bank or payment provider may require additional processing time before the funds appear in your account.
If more than 15 business days have passed since your refund was approved, please contact our customer support team.
5. Return Shipping Costs
For standard change-of-mind returns, customers are responsible for return shipping costs unless otherwise agreed.
If your product arrives damaged, defective or incorrect, Restivo will cover reasonable return shipping costs where required by applicable consumer law.
Return shipping instructions will be provided once your request has been reviewed.
6. Exchanges
If you receive a damaged or defective Restivo pillow, please contact our support team so we can arrange an appropriate solution.
For standard exchanges, we recommend requesting a return and placing a new order once your return has been approved.
7. Order Cancellations
If you need to cancel or modify your order, please contact us as soon as possible after placing it.
We will do our best to accommodate your request. However, once your order has entered processing or has been dispatched, cancellation may no longer be possible.
8. Consumer Rights
Nothing in this policy limits or excludes any rights or remedies available under applicable consumer protection laws, including the New Zealand Consumer Guarantees Act 1993 where applicable.
9. Contact Us
If you have questions about returns, refunds or your Restivo order, please contact us using the contact form on our website.
Our team will be happy to assist you.
Restivo — Comfort You Can Count On.