We want you to feel confident choosing the right DownyHaven pillow. Eligible Goose Down Pillows include a 30-Night Trial, giving you time to experience the comfort, loft, and support at home.
This page provides a simple overview of the DownyHaven return process. For complete terms, conditions, and exclusions, please review our Refund Policy.
30-Night Trial for Goose Down Pillows
Eligible DownyHaven Goose Down Pillows may be tried at home during our 30-Night Trial. A return request must be submitted within 30 days of delivery.
Opening the product packaging or vacuum-sealed bag does not by itself affect return eligibility for an eligible Goose Down Pillow. Normal residential use during the trial period is permitted.
To remain eligible for return:
- Your return request must be submitted within 30 days of delivery.
- The pillow must have been used only under normal residential conditions.
- All included components, accessories, and removable inserts, where applicable, must be returned with the product.
- The product must be free from excessive stains, smoke or pet odors, moisture damage, mold, pet damage, intentional damage, or other unsanitary conditions.
Returns showing evidence of abuse, misuse, alteration, missing required components, or unsanitary conditions may be refused.
Which Products Are Eligible?
Eligible for Customer-Preference Returns
- Goose Down Pillows
Not Eligible for Customer-Preference Returns
- Goose Down Comforters
- Mulberry Silk Pillowcases
- Mulberry Silk Sleep Masks
These products may still qualify for a return, replacement, or other resolution if they arrive damaged, defective, incorrect, or incomplete.
How to Start a Return
To request a return, please contact DownyHaven Customer Support and include your order information and the reason for your return.
Email:
hello@downyhaven.com
Phone:
+1 (720) 756-6071
Once your return request has been reviewed and approved, we will provide the appropriate return instructions and return address.
Please do not send a return without prior authorization, as unauthorized returns may be refused.
After receiving your approved return instructions, the product must be shipped within 7 calendar days. Returned items are typically inspected within 3–5 business days after they arrive.
Who Pays for Return Shipping?
Customer-Preference Returns
If an eligible Goose Down Pillow is being returned because it is not the right fit for your personal comfort preference, the customer is responsible for return shipping.
You may use your own trackable shipping service. If DownyHaven provides a return label at your request, the actual cost of that label may be deducted from the approved refund where permitted by law.
We strongly recommend using a trackable shipping service for customer-paid returns.
Damaged, Defective, Incorrect, or Incomplete Orders
For an approved quality-related claim involving an item that arrived damaged, defective, incorrect, or incomplete, DownyHaven will cover any required return shipping cost and provide a prepaid return label when a return is required.
Approved quality-related returns have no restocking fee.
Damaged, Defective, Incorrect, or Missing Items
Please inspect your order after delivery.
Visible shipping damage, incorrect products, missing items, or missing components should be reported within 7 calendar days of delivery.
If you discover a manufacturing defect after the initial inspection, please contact us as soon as reasonably possible. Photos or videos may be requested so our team can evaluate the issue.
Claims submitted more than 30 days after delivery are reviewed individually and are not automatically eligible for a refund or replacement, except where required by applicable law.
Exchanges
Eligible Goose Down Pillows may be exchanged for another size or model, subject to return approval and product availability.
For a customer-preference exchange, the customer is responsible for return shipping.
If the replacement product costs more than the original product, the customer is responsible for the difference. If it costs less, any approved difference will be refunded based on the amount actually paid for the original item.
Goose Down Comforters, Mulberry Silk Pillowcases, and Mulberry Silk Sleep Masks are eligible for replacement only when they arrive damaged, defective, incorrect, or incomplete.
Refunds
Once your approved return has been received and inspected, we will notify you whether the refund has been approved.
If approved:
- The refund will be issued to your original payment method.
- There is no restocking fee on approved returns.
- The refund is based on the amount actually paid after applicable discounts and promotional adjustments.
- Applicable return-label costs, bundle recalculations, or unreturned promotional gift values may be deducted where permitted by law.
- Approved refunds are typically processed within 10 business days.
Your bank or payment provider may need additional time to post the refund to your account.
If more than 15 business days have passed since your refund was approved and you have not received it, please contact hello@downyhaven.com.
Bundles & Promotional Gifts
Partial returns from eligible multi-item pillow bundles may be accepted with prior approval.
If only part of a bundle is returned, the refund may be recalculated using the non-bundle price of the item or items you keep, based on the pricing in effect when the original order was placed.
If returning an item causes the order to no longer qualify for a free promotional gift, the promotional gift must also be returned.
If a required promotional gift is not returned, its stated promotional value may be deducted from the refund where permitted by law.
All required accessories, components, removable pillow inserts, and promotional gifts that form part of an approved return must be included in the return package.
Frequently Asked Questions
Can I open my DownyHaven Goose Down Pillow?
Yes. Opening the packaging or vacuum-sealed bag does not by itself make an eligible Goose Down Pillow non-returnable.
Can I sleep on the pillow during the trial?
Yes. Normal residential use during the 30-Night Trial does not affect return eligibility, provided the pillow otherwise meets the return requirements.
How long do I have to request a return?
Return requests for eligible Goose Down Pillows must be submitted within 30 days of delivery.
Do I have to pay return shipping if the pillow is not right for me?
Yes. For customer-preference returns, the customer is responsible for return shipping.
What if my order arrives damaged or defective?
Contact DownyHaven Customer Support. For an approved damaged, defective, incorrect, or incomplete order, DownyHaven will cover any required return shipping costs.
Is there a restocking fee?
No. DownyHaven does not charge a restocking fee on approved returns.
Need Help With a Return?
Our customer support team is available to help you understand your return options and guide you through the process.
Email:
hello@downyhaven.com
Phone:
+1 (720) 756-6071
For complete return, refund, exchange, bundle, and promotional terms, please read the official DownyHaven Refund Policy.