Refund policy

Returns and refunds

You have 14 days from the day you receive your order to change your mind. This applies to customers in the European Union and in the United Kingdom, and we apply the same 14 days to every other market so that nobody is treated differently.

To withdraw, tell us before the 14 days are up. Use the form at /pages/withdrawal, or write to hello@hvilarest.com and say you are withdrawing from the contract. You do not have to give a reason. We will acknowledge your notice in writing without delay.

Once you have told us, send the item back within 14 days.

Where to send it

Ask us first. Write to hello@hvilarest.com with your order number and we will reply with the return address for your country, so the parcel goes to the right place and does not get lost or refused.

Your 14 days to send the item back start from the moment we give you that address, not from the moment you told us you were withdrawing. If we are slow, you do not lose anything.

Who pays for the return

You pay the cost of sending the item back. We tell you this before you buy, which is what Article 14(1) of Directive 2011/83/EU requires in order for that cost to fall on you. If the item is faulty or not as described, we pay.

When you get your money back

We refund within 14 days of receiving the returned item, or of receiving proof that you have sent it, whichever comes first. We refund to the payment method you used, including the standard delivery cost you originally paid. If you chose a faster delivery than our standard option, we refund the standard cost, not the premium.

Hygiene seal

The pillow ships sealed. Under Article 16(e) of Directive 2011/83/EU, and the equivalent provision in the UK Consumer Contracts Regulations 2013, sealed goods that are not suitable for return for reasons of hygiene are excluded from the right of withdrawal once the seal is broken. If you have unsealed the pillow, the right to withdraw no longer applies to it.

The seal is on the inner bag. You can open the outer carton, read everything and look at the pillow through the bag without losing your right to withdraw.

Diminished value

You may handle the item as you would in a shop. If you go further than that and the item loses value as a result, we may deduct that loss from your refund.

Faulty items

None of the above limits your statutory rights. If the item is faulty or not as described, you are covered by the legal guarantee of conformity — two years in the EU, and in the UK the remedies under the Consumer Rights Act 2015. Write to hello@hvilarest.com and we will sort it out at our cost.

Us

HVILA REST — Víctor Madrigal Mesa · NIF ES21751031T
Plaza Federico García Lorca, 77 · 08130 Santa Perpètua de Mogoda · Spain
hello@hvilarest.com