Refund policy
Refund policy
RETURNS & REFUNDS POLICY
Last Updated: October 6, 2026
We want every customer to be satisfied with their purchase. To provide additional flexibility, we offer a 30-day voluntary return policy for eligible products.
This 30-day return policy is a voluntary commercial benefit provided by us and is in addition to, and does not replace, restrict, or waive, any mandatory rights available to consumers under applicable law.
Because consumer protection laws vary between countries and jurisdictions, the mandatory laws applicable to your purchase will prevail over any provision of this policy to the extent required by law.
1. PROCESSING & SHIPPING TIME
Orders are processed within 2-5 business days before they ship.
Once shipped, estimated delivery time is 8-15 business days, depending on your location and local carrier conditions.
Processing and delivery times are estimates and not guaranteed; delays caused by carriers, customs, or circumstances beyond our control may occur.
2. 30-DAY VOLUNTARY RETURN POLICY
For eligible products, you may request a voluntary return within 30 calendar days from the date the product was delivered to you.
This voluntary return option is available when you have changed your mind, no longer want the product, ordered the wrong product, or otherwise wish to return an eligible product for reasons unrelated to a defect or legal non-conformity.
To qualify for a voluntary return:
The product must be unused and in substantially the same condition in which you received it.
The product must not have been intentionally damaged, altered, or tampered with.
The original packaging, labels, accessories, manuals, and other components should be included where reasonably available.
You must provide reasonable proof of purchase.
You must contact us and receive return instructions before sending the product back.
The requirement that a product be unused applies only to our voluntary 30-day return program and does not restrict any mandatory legal remedy that may apply to defective, faulty, damaged, misdescribed, or otherwise non-conforming products.
3. PRODUCT INSPECTION
When you return a product under the voluntary 30-day return policy, we may inspect the product after receiving it.
For voluntary returns, we reserve the right to refuse the voluntary return or, where permitted by applicable law, reduce the refund to reflect a material loss in value caused by handling beyond what is reasonably necessary to inspect the product.
We will not use this provision to restrict any mandatory consumer right that cannot legally be restricted.
Where applicable law gives a consumer the right to examine, test, or handle a product during a statutory cancellation or withdrawal period, those legal rights will apply.
4. HOW TO REQUEST A RETURN
Before sending any product back, please contact us at:
Email: comfy.night@use.startmail.com
Your return request should include:
Your order number;
Your full name;
The product or products you wish to return;
The date the order was delivered;
The reason for the return; and
Photographs or other information where reasonably necessary.
We will review the request and provide you with the applicable return instructions.
Please do not send products to the manufacturer or to an address that has not been provided or confirmed by us.
Returns sent without following the applicable return instructions may be delayed.
5. RETURN ADDRESS
Unless we provide different written instructions for your particular order, returns may be sent to:
Calle 29B Sur 13703B
Puebla, PUE, 72498
Mexico
For certain international orders, we may provide an alternative return location where appropriate.
If a different return location is provided for your order, the instructions provided for that return will apply.
6. RETURN SHIPPING COSTS
Voluntary returns
For a voluntary return under our 30-day return policy, the customer is generally responsible for the direct cost of returning the product.
We will not deduct a return shipping charge from your refund where you have paid the return shipping directly, unless otherwise agreed.
Defective, damaged, incorrect, or non-conforming products
If a product is defective, damaged, incorrect, materially different from its description, or otherwise subject to a mandatory legal remedy, please contact us before returning it.
Where applicable law requires us to pay the return shipping costs, provide a prepaid return method, reimburse reasonable return costs, or otherwise cover the cost of returning the product, we will comply with that requirement.
7. DAMAGED, DEFECTIVE, INCORRECT, OR NON-CONFORMING PRODUCTS
Please inspect your order after delivery.
If you receive a product that:
Arrives damaged;
Is defective or faulty;
Is materially different from what you ordered;
Is missing material components;
Does not match its description or specifications; or
Otherwise fails to comply with applicable statutory requirements,
please contact us as soon as reasonably possible.
Please provide photographs and a description of the problem where appropriate so that we can assess the issue.
Depending on the circumstances and the applicable law, you may be entitled to a repair, replacement, refund, price reduction, cancellation, compensation, or another legal remedy.
Nothing in this policy limits or excludes any mandatory statutory warranty, guarantee, or consumer remedy.
8. PRODUCTS EXCLUDED FROM THE VOLUNTARY 30-DAY RETURN POLICY
Certain products may be excluded from our voluntary 30-day return policy where their nature, condition, or applicable law permits or requires an exclusion.
Depending on the product and applicable law, these may include:
Perishable goods;
Goods made to the customer's specifications or clearly personalized goods;
Sealed goods that are not suitable for return for health, hygiene, or safety reasons after being unsealed, where legally permitted;
Goods that by their nature cannot be returned;
Certain digital products or downloadable content after performance has begun where the applicable legal requirements for excluding the right of withdrawal have been satisfied;
Products that cannot legally be returned; and
Other products for which applicable law permits an exclusion from a voluntary return policy.
These exclusions apply only to our voluntary 30-day return policy.
They do not remove or limit mandatory consumer rights where the law does not permit such rights to be excluded.
9. SALE, DISCOUNTED, AND PROMOTIONAL PRODUCTS
Products purchased during a sale, promotion, discount, clearance event, or other promotional campaign remain subject to this policy unless a specific exclusion has been clearly communicated before purchase and is legally permitted.
A product being sold at a discounted price does not, by itself, eliminate or reduce mandatory consumer rights.
Where applicable law provides a right to cancel, return, repair, replace, obtain a refund, or receive another remedy, that right remains unaffected.
10. REFUNDS
Once we receive a returned product, we may inspect it where necessary.
For voluntary returns, if the product satisfies the applicable conditions, we will approve and process the refund to the original payment method, unless another method is required or expressly permitted by applicable law.
The time required for the refund to appear in your account may depend on your bank, card issuer, payment provider, or other financial institution.
Where applicable law establishes a specific deadline for a refund, we will comply with that deadline.
Where permitted by applicable law, we may wait until we have received the returned product or received reasonable evidence that the product has been sent back before processing a statutory refund.
11. ORIGINAL SHIPPING COSTS
For voluntary returns under this 30-day policy, original shipping charges are generally non-refundable unless otherwise stated by us or required by applicable law.
For statutory cancellations, withdrawals, defective products, or other legally protected returns, shipping and delivery costs will be handled in accordance with the applicable law.
Where applicable law requires reimbursement of the standard delivery charge paid by the consumer, we will provide the required reimbursement.
12. EXCHANGES
We may offer exchanges subject to product availability.
An exchange under this voluntary policy is not a substitute for any mandatory repair, replacement, refund, cancellation, price reduction, or other remedy required by applicable law.
If the requested replacement is unavailable, we will provide the remedy applicable to the circumstances.
13. INTERNATIONAL ORDERS
We accept orders from customers in multiple countries and jurisdictions.
International orders may be subject to customs duties, import taxes, VAT, brokerage fees, customs clearance charges, or other government-imposed charges.
Unless applicable law requires otherwise, such charges are the responsibility of the customer where legally payable by the customer.
Customers are responsible for providing accurate shipping and delivery information.
Nothing in this section limits any mandatory consumer rights applicable to the transaction.
14. STATUTORY CONSUMER RIGHTS
Our 30-day voluntary return policy is not intended to replace statutory consumer rights.
Depending on where you live and where the transaction is legally connected, you may have additional rights concerning:
Cancellation or withdrawal;
Defective or faulty goods;
Goods that do not conform to the contract;
Goods that do not match their description;
Statutory warranties or guarantees;
Repairs;
Replacements;
Refunds;
Price reductions;
Compensation; or
Other remedies.
If mandatory law provides a consumer right that is inconsistent with this policy, the mandatory legal requirement will prevail.
Nothing in this policy requires a consumer to waive a right that cannot legally be waived.
15. EUROPEAN UNION / EUROPEAN ECONOMIC AREA
For consumers located in the European Union or European Economic Area, mandatory consumer protection laws apply where applicable.
For many online purchases, consumers have a statutory 14-day right of withdrawal without giving a reason, subject to the exceptions established by applicable law.
The statutory withdrawal period is separate from our voluntary 30-day return policy.
Where the statutory withdrawal right applies, the applicable legal rules regarding the withdrawal period, notice of withdrawal, return of goods, refunds, original delivery costs, return shipping costs, and any legally permitted reduction in value will apply.
In particular, EU law generally allows the consumer to bear the direct cost of returning goods during the withdrawal period where the consumer was properly informed of that obligation in advance. Different rules may apply to defective goods or where the seller failed to provide the required information.
EU consumer law also provides legal guarantees for goods that are faulty or do not conform to the contract.
16. UNITED KINGDOM
For consumers in the United Kingdom, applicable consumer protection legislation may provide statutory cancellation, refund, repair, replacement, or other rights.
For many online purchases, consumers have a statutory cancellation period during which they may cancel without giving a reason.
Where applicable, the statutory rules concerning cancellation, return of goods, refunds, delivery costs, and permitted deductions will apply independently of our voluntary 30-day return policy.
Our policy does not exclude or restrict any statutory right that cannot legally be excluded or restricted.
17. AUSTRALIA
For consumers in Australia, the Australian Consumer Law may provide consumer guarantees that apply automatically to eligible purchases.
These consumer guarantees cannot be excluded, restricted, or removed by a store return policy.
Depending on the circumstances, a consumer may have a right to a repair, replacement, refund, cancellation, or compensation where a consumer guarantee has not been met.
Our voluntary 30-day return policy operates in addition to these statutory rights.
18. MEXICO
For consumers in Mexico, applicable Mexican consumer protection legislation applies to transactions within its scope.
Our policies and commercial practices are intended to comply with applicable Mexican consumer protection requirements.
Where applicable, Mexican law may provide consumers with rights concerning cancellation, revocation, returns, refunds, warranties, guarantees, or other remedies.
We will not use this voluntary 30-day policy to waive or restrict mandatory rights granted to consumers under Mexican law.
PROFECO's monitoring criteria for online stores specifically include information concerning the supplier, contact methods, cancellation, returns or exchanges, and shipping or delivery conditions.
19. NO WAIVER OF MANDATORY RIGHTS
Nothing in this policy is intended to exclude or limit liability where such exclusion or limitation is prohibited by law; exclude or limit statutory consumer guarantees; prevent a consumer from exercising a mandatory cancellation or withdrawal right; prevent a consumer from obtaining a remedy required by applicable law; misrepresent the legal rights available to a consumer; or require a consumer to waive a non-waivable legal right.
If any provision of this policy is determined to be unlawful, invalid, or unenforceable in a particular jurisdiction, that provision shall be interpreted or modified only to the extent necessary to comply with applicable law.
The remaining provisions shall continue to apply to the fullest extent permitted by law.
20. GOVERNING LAW AND CONSUMER RIGHTS
Nothing in this policy is intended to deprive consumers of protections granted by mandatory consumer protection laws applicable to their transaction.
Where the law of the consumer's jurisdiction provides mandatory protections that cannot be excluded by contract, those protections remain applicable regardless of any choice-of-law provision contained in our Terms and Conditions.
Any dispute will be handled in accordance with the applicable contractual terms and mandatory consumer protection laws.
21. CONTACT INFORMATION
For returns, refunds, cancellations, defective products, damaged products, or other questions concerning an order, please contact us:
Email: comfy.night@use.startmail.com
Return address:
Calle 29B Sur 13703B
Puebla, PUE, 72498
Mexico
Please include your order number whenever possible so that we can identify your purchase and assist you efficiently.
22. POLICY CHANGES
We may update this Returns & Refunds Policy from time to time.
The version applicable to an order will generally be the version in effect at the time the order was placed, except where a change is required by law or otherwise applies to the transaction under applicable law.
The current version of this policy will be made available on our website.
This policy does not constitute a waiver of any mandatory consumer rights.