We want you to understand the product features and after-sales arrangements before purchasing Arvelloc neck pillows, travel pillows, lumbar cushions, and seat cushions. If your item arrives with an issue or you would like to request an eligible return, please contact us as explained below.

1. Return Window for Non-Defective Items

For personal preference, a change of mind, or other reasons unrelated to a product issue, our voluntary return policy allows you to request a return within 7 calendar days after delivery.

Submit your request within this period and include your order number and the items you wish to return. This is the deadline for submitting your request; the return package does not need to reach our warehouse within those 7 days.

Product defects, shipping damage, incorrect items, and rights provided by applicable law are not limited by this voluntary return window.

2. Eligibility for Non-Defective Returns

To qualify under our voluntary return policy, the item must meet all of the following conditions:

• The product’s original sealed packaging remains unopened.

• The item has not been used or washed.

• The item and its packaging remain in their original condition.

• All included accessories and package contents are complete.

Once the product’s original sealed packaging has been opened, it is not eligible for a voluntary return for reasons unrelated to a product issue. Please check the product model and description before opening it.

Opening the outer shipping carton alone does not count as opening the product’s original sealed packaging.

These conditions do not prevent us from addressing defective items, incorrect products, or material differences from the description. They also do not limit return or withdrawal rights provided by applicable law.

3. How to Submit a Request

Email customer support using the address listed on this page and provide:

• Your order number and the email address used at checkout.

• The product name and quantity you wish to return.

• The reason for the return or a description of the issue.

• Relevant photos and, where helpful for a product issue, a short video.

For a non-defective return, photos showing the sealed product packaging and included accessories can help us confirm its condition.

Obtain return instructions before shipping the item to avoid sending it to the wrong address. If we need more information to assess your request, we will ask only for details relevant to the application.

4. Return Address & Overseas Warehouse

Returns must be sent to our designated overseas warehouse. Contact customer support for the correct address.

Once your request is approved, we will provide the warehouse’s country, complete address, and shipping instructions. Confirm these details and check the potential return shipping cost before sending your package.

Our overseas warehouse arrangements do not mean that a local return facility is available in every country or region. Use the specific address supplied by customer support.

Do not send returns directly to our business address or to the sender address on the original package without confirmation.

5. Costs & Refund Amounts for Non-Defective Returns

For non-defective items eligible under our voluntary return policy:

• The customer is responsible for return shipping costs.

• Original shipping charges are nonrefundable.

• After inspection and approval, we will refund the amount actually paid for the eligible returned products.

If a discount was applied, the product refund will reflect the amount actually paid for that item.

Where applicable law requires a refund of the original standard delivery charge or other amounts, we will follow that requirement rather than any conflicting restriction above.

6. Damaged, Defective, Incomplete, or Incorrect Items

Contact customer support if:

• The item was damaged during shipping.

• The product is defective.

• You received the wrong product or model.

• Accessories expressly listed on the product page are missing.

• The item differs materially from its description.

Keep the available packaging where possible and provide photos or videos showing the issue. We will review the circumstances and arrange an appropriate solution, such as sending missing items, a replacement, a refund, or a return.

We will cover reasonable costs needed to resolve these issues. If the item must be returned, we will provide the appropriate shipping arrangements. The rules requiring customers to pay return shipping and making original shipping nonrefundable for non-defective returns will not be used to shift necessary costs arising from our responsibility to you.

We will not automatically reject a reasonable product issue claim solely because the item has been opened or the issue was discovered after opening.

7. Return Shipping & Inspection

Package the item securely according to the instructions provided by customer support, and include all accessories that need to be returned.

We recommend using a trackable shipping service, keeping your shipping receipt, and providing us with the return tracking number so we can confirm delivery.

After the warehouse receives your return, we will check the item and its condition and notify you of the inspection result. If we identify a discrepancy affecting the refund, we will explain it so you can provide additional information or raise a concern.

8. Refund Method & Timing

After we receive the returned item and it passes inspection, we will issue the approved refund to the original payment method within 3 business days.

This is our timeframe for initiating the refund. Your bank or payment provider may need additional time to post the funds to your account.

If we confirm that an item does not need to be returned, we will explain the refund arrangements when notifying you of the resolution. Where applicable law requires a different refund trigger or deadline, we will follow that requirement.

If your original payment account is closed or cannot receive the refund, contact us for assistance. Do not send complete card information by email.

9. Order Cancellations & Undelivered Packages

To cancel an unshipped order, contact customer support as soon as possible. Whether processing can be stopped and the order canceled depends on our verification of its status. If an unshipped order is successfully canceled, the corresponding payment will be refunded.

If your package has not arrived, appears lost, or is marked delivered but cannot be located, contact us under our Shipping Policy. You do not need to follow the standard return process for an item you have not received.

We will not automatically reject a missing-package claim solely because tracking shows “Delivered.”

10. Statutory Consumer Rights

The commercial return arrangements in this policy do not exclude or limit rights provided by applicable law.

For example, where EU distance-selling withdrawal rules apply and no lawful exception exists, consumers generally have 14 days after receiving goods to exercise their right of withdrawal and receive the applicable refund. Our 7-day request window, unopened-product condition, and restriction on refunding original shipping do not replace those statutory requirements.

Whether a particular sealed product qualifies for a health or hygiene exception depends on the relevant legal conditions. A product being a pillow or cushion does not automatically mean that opening it removes statutory withdrawal rights.

If applicable law in your location provides a longer period, different inspection conditions, or other mandatory protections, we will handle your request accordingly.

11. Contact Us

Customer Support Email: service@arvelloc.com
Phone: +86 184 6616 8003
Customer Service Hours: 9:00 a.m.–6:00 p.m. Pacific Daylight Time (PDT)

Include your order number, the relevant product, and a description of the issue. Customer support will provide the return warehouse address and shipping instructions after reviewing your request.