Politique de remboursement

At Aploomb, we stand behind every product we sell — for customers in the United States and France alike.

We have a 30-day return policy: you have 30 days after receiving your item to request a return. Once your return is approved, you have 14 days from the approval date to ship the item back to us.

Right of Withdrawal — EU/France (14 Days)

If you are a consumer in France or the EU, you have 14 calendar days from the date you receive your order to withdraw from your purchase, without giving any reason. To exercise this right, email us at contact@aploomb.com or use our Withdrawal Form. We will acknowledge your request by email, and you then have 14 days to send the item back to us.

If you withdraw under this right, we refund everything you paid — as we offer free shipping on every order, there is no delivery charge to refund — no later than 14 days after we receive the item or proof that you've shipped it.

This legal right covers the first 14 days after delivery. Aploomb also offers an extended 30-day return window described below, which goes beyond this legal minimum.

Eligibility for Returns

To be eligible for a return, your item must meet all of the following conditions:

Unused and in the same condition as received
All original tags still attached
In its original packaging with all accessories and documentation included
Accompanied by your receipt or proof of purchase

Given the personal nature of our pillow products, we apply strict hygiene standards to all returns. Items that show signs of use or washing cannot be accepted for return for hygiene and safety reasons.

Accepted Reasons for Return

We accept returns for the following reasons:

The item arrived damaged or broken
The item arrived defective and is not functioning as intended
You received the wrong item
You are not satisfied with your purchase (change of mind — item must be unused and unopened)

Returning a Damaged or Defective Item

If your order arrived damaged, broken, or not functioning as expected, we take full responsibility and will resolve it at no cost to you.

Please follow these steps:

Take clear photos or a short video of the damage or defect as soon as you notice it. Your evidence must clearly show the specific issue — for example, a broken component, a defective part, or a function not working as expected.
Email us at contact@aploomb.com with your order number, a description of the issue, and your photos or video attached.
We will review your claim within 1–2 business days and respond with next steps.

If your claim is approved:

We will provide a prepaid return label — you will not pay anything to send the item back
Please ship the item back within 14 days of receiving your label
Once we receive and inspect the returned item, we will process either a full refund or a replacement based on your preference
We will issue your refund to your original payment method within 7 business days of receiving the item. That's when we send it — full posting to your account can take longer depending on your bank or card issuer, typically an additional 5–10 business days

Returning an Item — Change of Mind (Extended 30-Day Guarantee)

Beyond the legal 14-day right of withdrawal above, Aploomb gives all customers — in the United States and France alike — up to 30 days from receiving your order to request a return if you simply change your mind, provided the item is completely unused and in its original sealed packaging.

Please note:

Due to the personal nature of pillow products, we cannot accept change of mind returns on items that have been opened, used, or washed
Return postage for change of mind returns is the customer's responsibility
We recommend using a tracked shipping service and keeping your proof of postage until your refund is confirmed
Once we receive and inspect the item, we will notify you of approval within 1–2 business days
If approved, we will issue your refund within 7 business days. That's when we send it — full posting to your account can take longer depending on your bank or card issuer, typically an additional 5–10 business days

Non-Returnable Items

The following items cannot be returned:

Any item that has been used or washed — for hygiene and safety reasons
Items without original packaging or missing accessories
Items purchased on sale or marked as final sale
Gift cards
Any item explicitly marked as non-returnable on the product page

Damages and Issues

Please inspect your order as soon as it arrives. If your item is defective, damaged, or incorrect, contact us immediately at contact@aploomb.com so we can evaluate the issue and make it right. We cover all return shipping costs for damaged, defective, or incorrect items.

Item Never Arrived

If your order hasn't arrived within the delivery window shown on our Shipping Policy, contact us at contact@aploomb.com and we will investigate with the carrier. If your package is confirmed lost in transit, we will offer a full refund or a replacement, at no cost to you.

Exchanges

The fastest way to get what you want is to return the item and once the return is accepted, place a new order. Alternatively, contact us and we will help arrange an exchange directly.

Order Cancellation

You may cancel your order at no cost any time before it has been processed or shipped — contact us at contact@aploomb.com as soon as possible. Once an order has been processed or dispatched, it can no longer be canceled; you're welcome to return it after delivery following the process above.

Refunds

We will notify you once we have received and inspected your return and let you know whether the refund has been approved. If approved, we will issue your refund to your original payment method within 7 business days. That's when we send it — full posting to your account can take longer depending on your bank or card issuer, typically an additional 5–10 business days.

If more than 15 business days have passed since your return was approved and you have not received your refund, please contact us at contact@aploomb.com.

Legal Guarantees (EU/France)

If you are a consumer in France or the EU, your purchase is also covered by two legal guarantees, free of charge and independent of the return windows above: the 2-year legal guarantee of conformity (garantie légale de conformité) and the guarantee against hidden defects (garantie des vices cachés). To make a claim under either guarantee, contact us at contact@aploomb.com.

This policy does not affect your statutory consumer rights — under the Code de la consommation for customers in France, and applicable state and federal law for customers in the United States.

Contact Information

Store Name: Aploomb
Legal Operator: Knock Knock Digital LLC
Business Address: 608 Rio Grande Ave, Santa Fe, New Mexico 87501, United States
Phone: +1 (505) 305-6432
Email: contact@aploomb.com

Monday to Friday | 09:00 – 17:00 (MT) — approximately 17:00 – 01:00 (CET) for customers in France
Weekends | 11:00 – 16:00 (MT) — approximately 19:00 – 00:00 (CET) for customers in France

We aim to respond to all inquiries within 24 hours. Visit our Contact page for more ways to reach us.