Return Policy

Return Policy — Rylo

 

We want you to love your Duvela order. If something isn't right, here's how returns, exchanges, and refunds work.

1. Return Window

  • You may request a return within 30 days of the delivery date shown on your tracking information.
  • Requests made after 30 days will not be eligible for a refund or exchange, except where required by law.

2. Eligibility for Return

To qualify for a return, an item must be:

  • Unused, unwashed, and in the same condition you received it;
  • In its original packaging, with tags attached where applicable;
  • Accompanied by proof of purchase (order number or confirmation email).

For hygiene reasons, pillows and comforters that have been used, removed from their original sealed packaging, or washed cannot be returned unless the item is defective or damaged on arrival.

3. How to Start a Return

  1. Email rylo.customer@outlook.com with your order number and the reason for return.
  2. We'll confirm your eligibility and provide return instructions, including the return address.
  3. Pack the item securely in its original packaging and ship it back using a trackable shipping method.
  4. Once we receive and inspect the item, we'll notify you of the approval or rejection of your refund.

Please do not send items back without contacting us first — returns sent without prior confirmation may experience processing delays.

4. Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or different from what you ordered:

  • Contact us within 48 hours of delivery with your order number and photos of the item and packaging.
  • We will offer a free replacement, exchange, or full refund at no additional cost to you — you will not be responsible for return shipping in this case.

5. Refunds

  • Approved refunds are issued to your original payment method within 5–10 business days of us receiving and inspecting the returned item.
  • Original shipping charges are non-refundable, except in cases of a damaged, defective, or incorrect item.
  • Depending on your bank or payment provider, it may take additional time for the refund to appear on your statement.

6. Return Shipping Costs

  • For returns due to a change of mind (not a defect), the customer is responsible for return shipping costs.
  • For defective, damaged, or incorrect items, Duvela covers return shipping.

7. Exchanges

If you'd like a different size, color, or product instead of a refund, let us know when you start your return request. Exchanges are subject to product availability; if the item you want is out of stock, we'll offer a refund or store credit instead.

8. Non-Returnable Items

The following are not eligible for return or refund unless defective:

  • Items marked "Final Sale" at the time of purchase;
  • Gift cards;
  • Products that have been used, washed, or removed from sealed hygienic packaging.

9. Late or Missing Refunds

If you haven't received a refund within the expected timeframe:

  1. Check your bank account or card statement again.
  2. Contact your card issuer or bank — processing times can vary on their end.
  3. If you've done this and still have not received your refund, contact us at rylo.customer@outlook.com and we'll look into it.

10. Questions

For any return-related questions, reach out to rylo.customer@outlook.com with your order number, and we'll be happy to help.