Refund policy

By placing an order with DownyHaven, you agree to the terms below. This policy explains our return, refund, and exchange procedures.

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A. 30-Night Trial & 30-Day Return Policy

We offer a 30-Night Trial on eligible Goose Down Pillows. Return requests must be submitted within 30 days of delivery. Customer-preference return shipping is the customer’s responsibility.

Eligible Products:

  • Goose Down Pillows

Products Not Eligible for Customer-Preference Returns:

  • Goose Down Comforters
  • Silk Pillowcases
  • Silk Sleep Masks

These products may only be returned or replaced if they arrive damaged, defective, incorrect, or incomplete.

To qualify for a return under our 30-Night Trial:

• The return request must be submitted within 30 days of delivery.
• The product must be used only under normal residential conditions.
• Opening the product packaging or vacuum-sealed bag does not void return eligibility for an eligible Goose Down Pillow.
• All included components, accessories, and removable inserts must be returned with the product.
• The item must be free from excessive stains, odors caused by smoke, pets, moisture, or improper storage, pet damage, mold, intentional damage, or other unsanitary conditions.
• Normal use during the trial period will not affect return eligibility.

We reserve the right to refuse returns that show evidence of abuse, misuse, alteration, unsanitary conditions, missing required components, or intentional damage.

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B. Return Process

To initiate a return, please contact us:

Email: hello@downyhaven.com
Phone: +1 (720) 756-6071

If your return request is approved, we will provide return instructions and the appropriate return address.

Returns sent without prior authorization may be refused.

Once a return is approved, the product must be shipped within 7 calendar days of receiving the return instructions. Returns shipped after this period may be refused.

Returned products are typically inspected within 3–5 business days after arrival.

For quality-related claims, photos or videos may be required to assist with evaluation.

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C. Return Shipping Responsibility

• Quality-Related Issues

For approved claims involving an item that arrives defective, damaged, incorrect, or incomplete, DownyHaven will cover any required return shipping costs and provide a prepaid return label when a return is required.

• Customer Preference Returns

If you return an eligible Goose Down Pillow because it is not the right fit for your comfort preference, you are responsible for the return shipping cost.

You may purchase your own trackable return shipping service. If DownyHaven provides a return label at your request, the actual cost of the label may be deducted from your refund where permitted by law.

We strongly recommend using a trackable shipping service. DownyHaven is not responsible for customer-paid return packages that are lost in transit.

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D. Damaged, Defective, Incorrect, or Missing Items

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E. Exchanges

Eligible Goose Down Pillows may be exchanged for another size or model, subject to return approval and product availability.

For customer-preference exchanges, the customer is responsible for return shipping.

If the replacement product costs more than the original product, the customer is responsible for the price difference. If the replacement product costs less, any approved difference will be refunded to the original payment method based on the amount actually paid for the original item.

Goose Down Comforters, Silk Pillowcases, and Silk Sleep Masks are only eligible for replacement if they arrive damaged, defective, incorrect, or incomplete.

The fastest option is usually to return the approved eligible item and place a new order separately.

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F. Refunds

Once your return has been received and inspected, we will notify you whether your refund has been approved.

If approved:

• Refunds will be issued to your original payment method.
• Refunds are based on the amount actually paid after discounts and promotional adjustments, less any applicable return-label cost, bundle recalculation, or unreturned promotional gift value described in this policy.
• We do not charge a restocking fee on approved returns.
• Refunds are typically processed within 10 business days after approval.
• Your financial institution may require additional time to post the refund.

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

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G. Multi-Item Bundles and Promotional Gifts

Partial returns from an eligible multi-item pillow bundle may be accepted with prior approval.

If only part of a bundle is returned, the refund will be recalculated based on the non-bundle price of the item or items retained that was in effect at the time of the original purchase.

Any remaining eligible refund amount, not exceeding the amount originally paid, will then be issued.

If the recalculation results in no remaining refundable amount, no refund will be issued for the partial return.

If a return causes an order to no longer qualify for a free promotional gift, the gift must also be returned.

If the promotional gift is not returned, the stated value shown in the original promotional offer or order confirmation may be deducted from the refund where permitted by law.

All included components, removable pillow inserts, accessories, and promotional gifts required as part of an approved return must be included in the return package.