Returns & Refunds

At Acrux Retail LLC, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your pillow insert, we offer a straightforward returns and refunds policy to ensure a hassle-free process. Please read the details below for everything you need to know about returning or exchanging an item.

Our Return Policy

We accept returns on most products within 30 days of delivery, provided the items are in unused and resellable condition. If you are not satisfied with your purchase, you can return it for a full refund, exchange, or store credit.

Eligibility for Return:

  • The item must be in its original condition, unused, and with all original packaging intact.

  • Returns must be initiated within 30 days of receiving your order.

  • The product must not be altered, damaged, or washed.

How to Return an Item

If you would like to return a product, please follow these simple steps:

  1. Contact Us: Reach out to our customer service team by emailing peggy@acruxretail.com with your order number and reason for return. If applicable, please attach photos of the item and any issues you’ve encountered.

  2. Return Authorization: Our team will provide you with a Return Authorization (RA) number and further instructions for the return process. Returns without an RA number will not be accepted.

  3. Prepare the Return: Carefully package the item in its original packaging. Be sure to include your RA number and any other documentation that came with the product.

  4. Ship the Return: Once your return is authorized, send the package to the address provided by our customer service team. You are responsible for the return shipping costs, unless the item was defective or incorrect.

Please Note: We recommend using a trackable shipping service to ensure your return is safely delivered. We are not responsible for lost returns.

Exchanges

If you would like to exchange an item for a different size, color, or style, please contact us directly at peggy@acruxretail.com. We will provide instructions for the exchange process, and you will be responsible for the shipping cost for both sending the returned item and receiving the exchange.

Refund Process

Once your return is received and inspected, we will notify you via email. If your return is approved, a refund will be issued to the original payment method within 5-7 business days. Please note that it may take additional time for the refund to appear in your account, depending on your bank or payment provider.

Please Note:

  • Refunds do not include the original shipping charges, except in cases where the item was damaged or incorrect.

  • If your return is rejected due to non-compliance with the return policy (e.g., product is damaged, used, or missing packaging), you will be notified, and the item will be returned to you.

Damaged or Defective Items

If you receive a damaged or defective product, please contact us immediately at peggy@acruxretail.com. We will provide a prepaid return label and arrange for a replacement or full refund.

To ensure a quick resolution, please provide the following:

  • Photos of the damaged or defective item

  • A description of the damage or defect

  • Your order number

Non-Returnable Items

Certain items are not eligible for return due to health and safety regulations or other factors. These include:

  • Pillow inserts that have been opened or used.

  • Customized or personalized items, unless they are defective or damaged.

If you have any questions about whether an item is returnable, feel free to contact our customer service team at peggy@acruxretail.com.

Shipping Fees for Returns

Unless the return is due to an error on our part (e.g., damaged, defective, or incorrect product), the customer is responsible for the return shipping costs. Original shipping fees are non-refundable.

Customer Support

If you need assistance or have any questions regarding our returns and refunds process, please don’t hesitate to reach out to us. Our customer support team is here to help you.

You can contact us by:

We are committed to ensuring you are fully satisfied with your purchase and will do our best to resolve any issues you may encounter.