Return & Exchange Policy
Eligibility Requirements
- All return and exchange requests must be initiated within 30 days of product delivery. Latex pillows are eligible for a 45-day comfort trial to ensure suitability.
- Products must be unused, unwashed, and in original condition:
- Four-Piece Set: Original packaging, tags, and labels intact; no stains, tears, or signs of washing; fabric free of pilling or damage.
- Summer Cooling Blanket: Unwashed, with original packaging and tags; no snags, stains, or damage to cooling fabric layers.
- Latex Pillow: Unwashed, with original protective cover and packaging; no deformation, stains, or damage to the latex core. Pillows used during the comfort trial are eligible for return if clean and undamaged.
-Customized Items: Products with custom embroidery, size, or fabric are only eligible for return/exchange if they have manufacturing defects (e.g., incorrect stitching, wrong fabric, latex core damage).
- Defective or Incorrect Items: Products with quality issues (e.g., four-piece set thread fraying, cooling blanket fabric peeling, latex pillow uneven firmness) or wrong deliveries (incorrect size, color, fabric) are eligible for full refunds or exchanges, with photo/video evidence required for verification.
Non-Returnable & Non-Exchangeable Items
- Bedding products that have been washed, used, or altered (e.g., cut four-piece set, removed pillow covers, washed cooling blanket).
- Items damaged due to improper care (e.g., using bleach on four-piece sets, high-temperature drying of cooling blankets, puncturing latex pillows).
- Final sale items (marked "Final Sale" on the product page, e.g., clearance four-piece sets, discontinued latex pillow models).
- Customized products with non-quality-related issues (e.g., change of mind on embroidery design, incorrect size selection).
Return & Exchange Process
1. Submit Application: Contact our customer service team via phone or the website’s return portal, provide your order number, describe the issue, and upload photo/video evidence if applicable. We will review your request within 2 business days and issue a Return Authorization (RA) Number if approved. Returns without an RA number will be rejected.
2. Ship the Product: Package the item with original packaging and accessories, then ship to the designated U.S. return address using a trackable shipping service.
- For defective/incorrect items: We provide a prepaid shipping label.
- For personal reason returns (including latex pillow comfort trial): You are responsible for all shipping costs.
3. Inspection & Processing: Our quality team inspects returned items within 3 business days to verify condition and compliance with policy.
- Defective/Incorrect Items: Process a full refund (including original shipping fees) or exchange for the correct product, which will be shipped free of charge within 2 business days.
- Personal Reason Returns: Deduct a 10% restocking fee (to cover inspection, cleaning, and repackaging costs) and issue a refund for the product price (shipping costs are non-refundable).
4. Refund Completion: Refunds are credited to your original payment method within 3–5 business days after inspection approval.