Refund policy

Returns & Refunds

Time Line: Returns must be initiated within 30 days from the date of receiving the product (UNLESS STATED OTHERWISE, e.g., 100-Day Trial).

Return Conditions:

• Product must be returned in its original packaging (if applicable) and free from any stains or damages.
• Maximum of two (2) items for a refund per order. Unlimited store credit and exchange items are allowed per order.
• If the exchange item costs more, you must pay the difference. If it costs less, we’ll refund the balance. Exchanges will be sent out once the returned product arrives back.

Fees Include:

• A restocking and processing fee of 15% applies (This fee helps cover inspection, processing, and repackaging costs)
• We do not offer prepaid return labels. You are responsible for purchasing your return label and sending the product back to us.

Important Return Policy Highlights

Please Note: These items are non-refundable

• Warranties
• Shipping Protection 
• Shipping Charges
  
• Priority Processing Charges

Tracking Information Requirement:
Once the return process is initiated, you are responsible for providing us with the tracking information for your return. Failure to provide valid tracking details will result in the refund or exchange not being processed.

Returns Labels:
Items sent back to us without first requesting a return will not be accepted.

To start a return, you can contact us at support@trycobio.com.

Refund Methods:
All returns will be refunded to the original method of payment, issued through store credit, or exchanged.

If the original form of payment is no longer active or we are unable to process the refund via the original payment method, you will receive store credit for the same amount.

Order Cancellation 

Please be aware, once an order is placed, we can't cancel the order, as it begins processing immediately, however, once your order arrives to you, you may reach out to our support team in order to start the return process. Once you return your order, we can process a refund!

100 Day Trial

At coBIO™, we believe in the quality and effectiveness of our contour pillow, and we want you to experience the comfort and relief it provides risk-free. That’s why we offer a 100-Day Trial to ensure you have ample time to test it out. If you’re not completely satisfied, you can return it within 100 days from the date of delivery for a refund or exchange.

How Our 100-Day Trial Works:

1. Start of the Trial Period:

   • Your 100-day trial begins on the day your order is delivered. We recommend keeping the original packaging and all included materials until you’re certain that the product is right for you.

2. Eligible Product:

   • This 100-day trial applies specifically to our coBIO™ Contour Pillow. The product must be in good condition, without excessive wear and tear or damage, to qualify for a return or exchange.

3. Refund and Exchange Process:

   • If you’re not completely satisfied, simply contact our customer support team at support@trycobio.com within the 100-day trial period to initiate a return or exchange. 
   • We do not offer prepaid return labels. You are responsible for purchasing your return label and sending the product back to us.
   • Once the returned product is received and inspected, we’ll process your refund, minus any shipping costs, to your original payment method within 5-10 business days.

4. Conditions:

   • The product must be returned in good condition, free from excessive damage, stains, or any modifications.
   • The 100-day trial is limited to one return or exchange per customer and only applies to the first-time purchase of the coBIO™ Contour Pillow.

5. Exclusions:

   • The 100-day trial does not apply to any other products or final sale items.
   • Items that show signs of misuse or intentional damage will not be eligible for a return or refund.

How to Redeem Your 100 Night Trial:

• To initiate a return or exchange, please reach out to our support team at support@trycobio.com with your order number and reason for return.
• Our team will provide detailed instructions on how to return your product, and once received, we’ll notify you and begin processing your request.

If you have any questions about our coBIO™ 100-Day Risk-Free Trial for the Contour Pillow, feel free to reach out. We want you to love your purchase and are committed to making your experience as smooth and risk-free as possible!

Chargebacks and Returns Policy

To ensure a smooth and fair process for all customers, we kindly request that if you are unsatisfied with your purchase, you first contact our support team to resolve any issues or initiate a return within the scope of our 100-night trial period.

Please note: If a chargeback is initiated without prior communication or attempts to resolve the issue directly with our support team, the option for a return or refund, including the 100-night trial, will no longer be applicable. By initiating a chargeback/dispute without contacting us, the refund and return process is considered invalidated.

We are committed to resolving any issues promptly and encourage you to reach out to us before escalating the matter further.

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Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds

Returns will be checked and verified by our team once they arrive at our return warehouse. This process can take up to 5-10 business days after arrival. Once your return is verified and approved a refund will be issued, if your return has been rejected our support team will reach out to you with further instruction.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us