Refund policy
This Refund and Return Policy applies to purchases made directly through tryrestova.com.
1. Two Guarantees - What Applies to Your Order
Restova offers two separate guarantees. The applicable guarantee depends on whether the product has been opened.
1.1 60-Day Money-Back Guarantee (Unopened Items Only)
Our 60-day guarantee applies only to products returned unused, unopened, and in their original sealed packaging. A broken or removed seal makes the product an opened item. The period begins on the purchase date.
1.2 30-Day Money-Back Guarantee (Opened Items)
An opened or tried mouthpiece may be returned within 30 days of purchase if it is thoroughly cleaned and sanitized, undamaged and unaltered, and returned with its case, original packaging, accessories, gifts, and promotional items. Cuts, cracks, bite damage, reshaping, or deformation make the entire return ineligible.
2. What Is Excluded
We cannot accept:
- Unopened-product requests made more than 60 days after purchase;
- Opened-product requests made more than 30 days after purchase;
- Products that are unsanitized, incomplete, damaged, altered, or missing their original packaging or included items;
- Items purchased at a discounted price (including sale, promotion, bundle, or discount code);
- Unauthorized returns or returns sent to an address not provided by Restova; or
- Returns that are lost, damaged in transit, or not confirmed as delivered.
Original shipping, priority processing, shipping protection, return postage, customs charges, duties, and service fees are non-refundable.
If free shipping was provided, the original outbound shipping cost will be deducted from any approved refund.
3. How to Return an Item
- Contact support@tryrestova.com within the applicable period with your order number, purchasing name or email, reason, and clear photos of the product and all included items.
- Wait for written approval, a return authorization number, return form, and designated address. Items shipped before approval or sent elsewhere will not be accepted or refunded.
- Arrange and pay for tracked return shipping, customs charges, and duties. You remain responsible until tracking confirms delivery to the designated return center.
- After shipping, complete the return form with the carrier, tracking number, shipment date, order number, and authorization number.
- Restova will inspect the returned product and contents. Approved refunds cover only the product amount paid and are issued to the original payment method within 10 business days.
4. Damaged, Defective, or Incorrect Products
Report the issue within 10 days of delivery with your order number and clear photos or video of the product, packaging, and shipping label. Replacement is the normal first remedy; a refund may be issued if replacement is unavailable or required by law. Do not return the product unless instructed.
Damage caused by misuse, alteration, improper cleaning, accidental damage, or normal wear is not a manufacturing defect.
5. Bundles and Promotional Orders
Every product, free item, and gift supplied as part of a bundle or multi-unit promotion must be returned together. Partial returns are not accepted.
6. Lost or Stolen Deliveries
If tracking confirms delivery but the parcel cannot be located, contact us within 10 days so we can open a carrier trace. Carrier-confirmed lost or stolen deliveries are not treated as product returns. Restova may offer a replacement after reviewing the tracking and claim information.
7. Cancellations and Exchanges
Orders may be cancelled before fulfillment begins. Once fulfillment has started or the order has shipped, it cannot be cancelled and must follow this policy. Restova does not offer direct exchanges.
8. Refund Abuse
Restova may decline claims involving documented refund abuse, fraud, repeated order-and-return behavior, altered evidence, or bad-faith use of either guarantee.
Nothing in this policy limits non-waivable consumer rights under applicable law.
9. Contact Us
Questions and return requests may be sent to support@tryrestova.com.