Refund policy
Returns, Refunds & Warranty Policy
At Arvo, we want you to be completely satisfied with your purchase. That's why we offer two separate protections: a return period and a 100-day warranty against manufacturing defects.
1. Return Period
You have up to 5 business days from the delivery date of your order to request a return.
2. Condition of the Product
For your return to be approved, the item must meet the following requirements:
- The product must be new, unopened and with its security seal intact.
- It must be returned in its original wrapping or packaging.
- You need your proof of purchase or the order number sent to your email.
Returns are limited to one pillow per customer.
3. Warranty Against Defects: 100 Days
In addition to returns, all our products include a 100-day warranty from the delivery date against manufacturing defects, such as:
- Foam that arrives torn, cracked or permanently misshapen.
- A cover with broken seams or a zipper that doesn't work.
- A product that arrives damaged or different from the one you ordered.
If you purchased the 2-Year Warranty, this coverage is extended to 2 years from the delivery date.
In these cases, we replace the product at no cost or, if that's not possible, issue a full refund. For warranty claims, the product does not need to be unopened and you don't need to keep the original packaging.
The warranty does not cover normal wear and tear, damage caused by accidents, improper care (including washing the memory foam, which should never be washed), misuse or use other than the one described in the instructions.
4. Return Shipping Costs
- Standard returns: return shipping costs are paid by the customer. Original shipping costs are not refundable.
- Defective or incorrect products: if the item arrives damaged or we made a mistake, Arvo covers the return shipping costs, for both returns and warranty claims.
5. Hygiene Exceptions
For hygiene and health reasons, we do not accept returns of consumable, topical or oral-use products that have been unsealed, opened or used. This includes, among others, creams, balms, gels, sprays and hygiene or personal care items.
These products can only be returned if their security seal, cap or original wrapping is intact and unopened.
This limitation does not affect claims covered by the warranty described in section 3, which are accepted even if the product has been opened or used.
6. How to Request a Return
- Email us at arvopillows@outlook.com with your order number and the reason for your return. For warranty claims, please attach photos of the defect.
- Our support team will reply with the next steps and the address to send your package to.
- We recommend using a shipping service with tracking, as we are not responsible for packages lost in transit.
7. Refund Process and Timing
Once the returned item arrives at our facility and has been inspected:
- Arvo has up to 15 business days to complete the review and issue the corresponding refund.
- Once approved, the refund is applied automatically to your original payment method. Please note that the time it takes for the money to appear in your account depends entirely on your bank.
8. Customer Support
For any other questions about your orders, returns or warranty, email us anytime at: arvopillows@outlook.com.