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1. Scope of Policy
This policy outlines the procedures for returns, refunds, and cancellations for all purchases made via www.travelcomforthub.com. We operate as a direct-to-consumer factory retailer, ensuring all inventory is managed internally and fulfilled directly from our facility in Spain to maintain the highest service standards.
2. Right of Withdrawal (14-Day Cooling-Off Period)
In accordance with EU Consumer Protection Directives, customers within the European Economic Area (EEA) have the right to withdraw from their purchase within 14 days from the date of delivery, without providing a reason.
Notification: To exercise this right, please notify us at neckpillow@travelcomforthub.com.
Conditions: For hygiene and safety reasons (regarding travel pillows), items must be returned unused, in their original packaging, and in a resalable condition.
Return Address:
Avenida Julio Iglesias, 12, Marbella, Andalusia 29660, ES
Costs: Unless the item is faulty, the customer is responsible for the direct cost of return shipping.
3. Damaged, Faulty, or Incorrect Items
We take pride in our quality control. However, if an item arrives damaged or defective:
Report: Please contact us within 48 hours of receipt, providing your order number and clear photographic evidence of the issue.
Resolution: Upon verification, we will offer a priority replacement or a full refund. In specific instances, we may waive the requirement to return the damaged item to expedite your resolution.
4. Delivery Issues & Lost Shipments
We utilize premium carriers (DHL, FedEx, UPS) to ensure reliable delivery from our Spanish warehouse.
Investigation: If your order has not arrived within 9 business days, we will initiate a formal investigation with the carrier.
Resolution: Should the carrier confirm the package is lost or if delivery is significantly delayed beyond operational norms, a full refund or replacement will be provided immediately.
5. Billing Transparency & Dispute Prevention
To ensure secure transactions and prevent unauthorised transaction errors:
Statement Descriptor: Charges on your credit card or bank statement will typically appear as “TRAVELCOMFORTHUB” or “RETAIL PRODUCTS SPAIN”.
Contact Us First: If you do not recognise a charge, please contact our support team at neckpillow@travelcomforthub.com before contacting your bank. Most billing queries can be resolved swiftly through our internal team, avoiding the need for lengthy bank disputes.
6. Refund Processing Timeframes
Once a refund is approved:
Method: The refund will be issued to the original payment method (Visa, Mastercard, AMEX, Apple Pay, Google Pay, etc.).
Timeline: While we process refunds within 2-3 business days, the funds typically take 5 to 10 business days to reflect in your account, depending on your financial institution’s processing times.
7. Cancellation Rights
Orders may be cancelled free of charge if the request is received before the order has been dispatched from our warehouse. Once an order is in the hands of the carrier, the standard Right of Withdrawal (Section 2) applies.
8. Contact Information
For any questions regarding your refund or to initiate a return, please contact our dedicated support team:
Travelcomforthub
RETAIL PRODUCTS FROM SPAIN CORPORATION SL
Avenida Julio Iglesias, 12, Marbella, Andalusia 29660, ES
Email: neckpillow@travelcomforthub.com
Telephone: +34 902 11 83 08