This draft separates mandatory consumer remedies from any optional Restora return offer. No voluntary return window, sleep trial or satisfaction guarantee has been supplied. Market-specific rights and practical return arrangements must be completed before launch.
Your mandatory rights come first
Nothing in this policy is intended to limit rights that cannot lawfully be excluded. Depending on the law that applies, you may have a right to cancel a distance purchase and rights if goods are faulty, unsafe, misdescribed or otherwise fail to meet the contract. These rights are separate from any voluntary change-of-mind offer.
Required before launch: identify the sales markets and publish the applicable statutory cancellation periods, notice methods, return deadlines, exceptions and remedies. This draft does not apply one jurisdiction's rules to every customer.
Optional change-of-mind returns
No additional Restora return offer has been confirmed. This draft does not promise a trial period, free return shipping, an exchange service or a particular number of days to return a purchase.
Required before launch: decide whether to offer voluntary returns beyond legal requirements. If offered, disclose the eligibility period and how it is calculated, applicable product conditions, return costs, exclusions and whether exchanges are available. If no additional offer is made, say so clearly without restricting mandatory rights.
How to notify the seller
The Contact page offers on-site guidance on cancellation, returns and order problems. A working merchant notification route and a confirmed returns destination must be provided before orders are accepted.
When using an enabled support route, provide the order reference, item and whether the request concerns a cancellation, change of mind or a problem with the goods. An explanation of your reason must not be required where the law allows cancellation without a reason. A return-authorisation step must not make statutory cancellation conditional on the seller's approval.
Required before launch: publish a clear notification method, any required cancellation form or online withdrawal function, and the returns address. Do not send goods to an unconfirmed address.
Condition, packaging and product exceptions
Handle goods with care and include supplied components when sending them back. Original packaging can help protect an item but must not be presented as a blanket requirement for exercising statutory rights. Where applicable law permits a deduction for handling beyond what is necessary to inspect goods, the conditions and calculation must be explained.
Required before launch: assess the actual products and any legally permitted, product-specific cancellation exceptions. Do not assume all bedding, wellbeing products, opened packages or sale items are excluded from return. Any valid sealed hygiene-product exception must be accurately assessed and disclosed before purchase; it must not remove remedies for defective goods.
Faulty, damaged or incorrect goods
Use the verified support route once available if goods arrive damaged, are incorrect or develop a fault. An order reference and a description or useful photograph may help the seller investigate, but evidence requests must be proportionate.
The available remedy may include repair, replacement, a price reduction or refund, depending on the applicable law and circumstances. Necessary return costs for a seller-responsible defect or error must be handled as required by law, separately from ordinary change-of-mind return costs.
Required before launch: set the assessment and remedy process without imposing an arbitrary reporting cut-off that reduces statutory rights.
Return shipping and refunds
Required before launch: disclose who pays return shipping in each situation, whether a label or collection is available, any lawful deduction or fee, and how proof of return is handled. No prepaid label or free return is promised by this draft.
Refunds must include the amounts required by applicable law, including any original standard delivery charge where required. Publish the legal refund deadline and any lawful conditions for waiting for returned goods or proof of dispatch. Internal inspection times must not extend a statutory deadline.
The intended approach is to refund through the original payment method unless another lawful arrangement is expressly agreed. Explain separately the seller's refund-processing time and any additional bank or payment-provider posting time. A legally owed monetary refund must not be replaced with store credit without a valid basis and any required agreement.
Cancellation before dispatch and refund questions
If you want to amend or cancel an order before dispatch, consult the Contact page and use the verified seller channel once available. Required before launch: confirm how fulfilment is stopped, what happens if dispatch has already occurred and how payment authorisations or captured payments are released or refunded.
If a confirmed refund has not appeared, review the refund confirmation and the relevant payment-provider information before contacting the seller through its verified route. No refund-processing period is invented in this draft.