Refund policy

By placing an order through DownyHaven, you agree to the terms below. These policies ensure that you are fully aware of our refund and return methods and procedures. Applicable country: United States.

A. 30-day Return Policy

We have a 30-day return policy. You have 30 days after receiving your order to request a return. Your item should be in the same condition as when you received it—undamaged, not visibly used, free from stains, and with the original tags attached.

Special Notice for Our Products:
Due to the nature of our products:

  • Goose Down Pillows and Comforters are shipped vacuum-sealed. Once opened, these items are considered used and cannot be returned unless there is a quality issue such as damage or defect.

  • Silk Pillowcases and Silk Sleep Masks are intimate items and cannot be returned once opened for hygiene reasons, unless defective.

  • Unopened items may be returned within 30 days, with the customer responsible for return shipping unless the return is due to a defect.

  • Non-quality issues: If the item has been opened, we may still accept a return under reasonable conditions. Return shipping cost will be deducted from the refund.

B. Return Process

To start a return, you can contact us at hello@downyhaven.com or call us at +1 720-756-6071.

If your return request is approved, we will provide detailed return instructions, including the return address. Please ensure your return package is authorized and properly packed to avoid damage during transit. Unauthorized returns may be refused.

The inspection process for the returned items may take 3 to 5 business days. For quality-related returns, please include clear photos or videos for faster processing.

If you requested an exchange, the replacement item will be sent once the inspection is complete. If you requested a refund, we will issue a refund after receiving and inspecting the returned item.

C. Return Shipping Responsibilities

  • Quality-related issues (e.g. damage or defect): We will provide a return label and offer a full refund or replacement after inspection.

  • For returns due to personal reasons such as change of mind, comfort issues, or ordering mistakes, the customer is responsible for the return shipping cost.

  • Unauthorized returns or returns of used items without quality issues will not be accepted.

  • If a product is deliberately damaged to claim a quality issue, we reserve the right to refuse the return and seek compensation.

  • Returned items must be clean and undamaged. Items that appear intentionally damaged or in poor condition may not be eligible for a refund.

  • We do not accept returns for items that have been altered or misused.

D. Return Method

You may send your return by mail using the instructions provided upon approval.

E. Damaged and Wrong Products or Issues

Damages and issues (Defective Products)
Please inspect your order upon reception and contact us immediately if the item is defective or damaged or if you receive the wrong item so that we can evaluate the issue and make it right. For our defective products, return shipping is fully covered. This means your shipping fee is USD 0.00 and the re-stocking fee is USD 0.00.

For your responsibility (Customer Remorse)
Please inspect your order upon reception and contact us immediately if the item you purchased by mistake is no longer needed or if the wrong products were received so that we can evaluate the issue and make it right. For your remorse products, you have to bear the actual cost of return shipping. The re-stocking fee is USD 0.00.

F. Exchanges

The fastest way to get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. If you need to exchange an item, please contact us at hello@downyhaven.com or call +1 720-756-6071.

G. Refunds

We will notify you once we have received and inspected your return and inform you whether the refund was approved or not. If approved, you will be automatically refunded via your original payment method within 10 business days. Please note it can take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since your refund approval and you have not received your refund, please contact us at hello@downyhaven.com or call +1 720-756-6071.