Returns & Claims
We want our wholesale partners to feel confident ordering from DOWNLITE. Because our products are sold at wholesale pricing and include personal-use bedding products, returns are subject to the following guidelines.
Standard Returns
Eligible merchandise may be returned within 30 days of delivery with prior authorization from DOWNLITE.
To be eligible for return, merchandise must be:
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Unused and unlaundered
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Clean, odor-free, and in resalable condition
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Free from stains, hair, damage, or other signs of use
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Returned with the original packaging and product labeling whenever applicable
A 15% restocking fee will apply to standard returns.
The customer is responsible for return freight on returns resulting from over-ordering, ordering the incorrect product or quantity, customer preference, or other circumstances not caused by a DOWNLITE product defect or shipping error.
Original shipping charges are non-refundable.
Used or Laundered Products
For health, hygiene, and resale reasons, used or laundered bedding cannot be returned.
Products that have been slept on or otherwise put into service are considered used. Opening a package solely to inspect an item does not automatically make the product used, provided the item remains clean, unused, undamaged, and suitable for resale.
If you are evaluating a new product for your business, we recommend ordering a sample or small quantity before placing a larger order.
Incorrect Items or DOWNLITE Shipping Errors
If DOWNLITE ships an incorrect item or quantity, please contact us promptly after delivery.
Once the claim is verified, DOWNLITE will work with you to correct the order. No restocking fee will apply, and DOWNLITE will be responsible for authorized return freight when we request the merchandise back.
Please do not return incorrectly shipped merchandise until you receive return instructions from us.
Damaged Shipments
Please inspect shipments promptly upon delivery.
Visible shipping damage, carton damage, or shortages should be reported to DOWNLITE within 5 business days of delivery. Photos of the merchandise, cartons, shipping labels, and visible damage may be required so that we can document the claim with the carrier.
Please retain the merchandise and original shipping materials until the claim has been resolved.
When an order is shipped using DOWNLITE's carrier account, DOWNLITE will coordinate the applicable carrier claim.
Manufacturing Defects
Unless otherwise stated for a specific product, DOWNLITE warrants its products against defects in materials and workmanship for one year from the date of shipment.
If you believe a product has a manufacturing defect, please contact us with your order information and photographs showing the issue.
Approved manufacturing-defect claims are not subject to a restocking fee.
Depending on the circumstances, DOWNLITE may provide a replacement, credit, refund, or other appropriate resolution. If DOWNLITE requires the defective merchandise to be returned, DOWNLITE will provide or pay for the authorized return shipping.
Normal wear and tear, improper use, improper laundering or care, stains, damage occurring after delivery, or customer preference are not considered manufacturing defects.
Return Authorization Required
All returns require a Return Authorization (R/A) number from DOWNLITE before merchandise is shipped back.
Please do not send merchandise to DOWNLITE without prior authorization. Unauthorized returns may be refused and may not be eligible for credit.
The R/A number should be clearly referenced on the return shipment.
Return Condition and Inspection
All returned merchandise is inspected upon receipt.
DOWNLITE reserves the right to reduce or deny credit for merchandise that is used, laundered, damaged, incomplete, missing packaging or labels, or otherwise not in resalable condition.
Customers are responsible for packaging authorized returns appropriately to prevent damage during return transportation. Damage occurring during customer-arranged return transportation may affect the amount of credit issued.
Non-Returnable Products
Unless defective or shipped in error, the following are not eligible for return:
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Used or laundered merchandise
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Custom-made or specially manufactured products
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Products modified at the customer's request
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Clearance, closeout, or final-sale merchandise
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Merchandise returned without authorization
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Merchandise that is not in resalable condition
Special-order merchandise may also be designated as non-returnable at the time the order is placed.
Credits and Refunds
Approved credits or refunds will be processed after the returned merchandise has been received and inspected.
Applicable return freight charges, original shipping charges, restocking fees, or deductions for merchandise that is not returned in acceptable condition may be deducted from the credit.
Questions Before Ordering?
Wholesale orders can involve larger quantities than traditional consumer purchases. If you're unsure about the appropriate product, size, firmness, fill, or other specification for your business, please contact us before ordering.
We're happy to help you select the right product or arrange a smaller evaluation order before you commit to a larger quantity.