Refund policy

Returns & Refunds

We want you to be happy with your order. If something isn’t right, we’re here to help.

Return window

You have 14 days from the day your order is delivered to request a return. To be eligible, the item must be unused, in the same condition you received it, and in its original packaging.

How to start a return

Email support@comfortivo.com with your order number and a short description of the issue. Photos help us resolve things faster, especially for damaged or incorrect items. We’ll reply within 2 business days with return instructions and the correct return address.

Please don’t send an item back before contacting us — packages returned without an agreed return authorisation can’t be processed.

Damaged, defective or incorrect items

If your item arrives damaged, faulty, or isn’t what you ordered, contact us within 14 days of delivery with photos of the item and its packaging. We’ll arrange a free replacement or a full refund, including any shipping you paid. You won’t be asked to cover return postage in these cases.

Return shipping costs

For change-of-mind returns, you’re responsible for return shipping. We recommend a tracked service — we can’t refund a return that never reaches us.

Refunds

Once your return arrives and has been inspected, we’ll email you to confirm. Approved refunds are issued to your original payment method within 10 business days. Depending on your bank or card issuer, it can take a further 5–10 business days for the money to appear on your statement.

Items we can’t accept

  • Items returned more than 14 days after delivery
  • Used, worn, washed or altered items
  • Items missing their original packaging, tags or parts
  • Gift cards
  • Personal care items where a hygiene seal has been broken

Cancellations

Orders can be cancelled free of charge any time before they are dispatched. Once an order has shipped, the return process above applies.

Order hasn’t arrived?

If your tracking hasn’t updated in 10 business days, or your order hasn’t arrived within 30 days of dispatch, email us and we’ll investigate and make it right.

Questions? Email support@comfortivo.com.