Refund policy
By placing an order through DownyHaven, you agree to the terms below. These policies ensure that you are fully aware of our return, refund, and exchange procedures. Applicable country: United States.
A. 30-Night Risk-Free Trial & 30-Day Return Policy
We proudly offer a 30-Night Risk-Free Trial on eligible Goose Down Pillows. Returns must be initiated within 30 days from the date your order is delivered.
Eligible Products:
• Goose Down Pillows
Non-Eligible Products:
• Goose Down Comforters
• Silk Pillowcases
• Silk Sleep Masks
Non-eligible products may only be returned or replaced if they arrive damaged, defective, or incorrect.
To qualify for a return under our 30-Night Risk-Free Trial:
• The return request must be submitted within 30 days of delivery.
• The product must be used only under normal residential conditions.
• The item must be free from excessive stains, strong odors, pet damage, mold, or intentional damage.
• 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, or intentional damage.
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.
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.
C. Return Shipping Responsibility
• Quality-Related Issues
If the item is defective, damaged upon arrival, or incorrect, we will provide a prepaid return label and cover all return shipping costs.
• Customer Preference Returns
If you are returning an eligible Goose Down Pillow because it is not the right fit for your comfort preference, you are responsible for the return shipping cost.
The actual return shipping cost may be deducted from the refund amount where permitted by law.
We recommend using a trackable shipping service for all customer-paid returns.
D. Damaged, Defective, or Incorrect Items
Please inspect your order upon delivery.
If you receive a damaged, defective, or incorrect item, contact us immediately so we can resolve the issue.
For approved quality-related claims:
• Return Shipping Cost: USD $0.00
• Restocking Fee: USD $0.00
• Resolution: Full Refund or Replacement
These limitations do not affect your rights regarding defective or incorrectly supplied products.
E. Exchanges
If you would like to exchange an item, please contact us for assistance.
The fastest option is often to return the approved item and place a new order separately.
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 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
G. Non-Returnable Items
The following products are not eligible for return or exchange for non-quality-related reasons:
• Goose Down Comforters
• Silk Pillowcases
• Silk Sleep Masks
These products may only be returned or replaced if they are defective, damaged upon arrival, or if an incorrect item was received.