Return & Exchange Policy

1. Eligibility Criteria


Returns and exchanges are accepted within 30 days of delivery (aligned with U.S. Consumer Rights Act) and meet bedding-specific hygiene and quality criteria for mgrey Store.

Eligible Items


  • Unused, Unwashed, Original Packaging: Down comforters (still in factory-sealed plastic wrap—critical for hygiene); latex pillows (unopened, no signs of compression or use).
  • Defective Items: Products with manufacturing flaws (e.g., lumpy down comforter fill, flattened latex pillow core, torn comforter seams) or shipping damage (e.g., crushed comforter box, dented pillow packaging).
  • Incorrect Items: Receiving a product that doesn’t match your order (e.g., twin comforter instead of queen, firm latex pillow instead of medium).
  • Safety Concerns: Products that fail to meet U.S. safety standards (e.g., down comforters with low fill power, latex pillows containing toxic chemicals)—we offer full refunds + free return shipping for these cases.

Non-Eligible Items


  • Used/Washed Items: Down comforters that have been washed or slept on (due to hygiene regulations); latex pillows with signs of use (e.g., indentations, body oils).
  • Custom-Made Items: Personalized bedding (e.g., monogrammed comforters, custom-size pillows) cannot be returned unless defective—we confirm this before processing custom orders.
  • Damaged by Misuse: Products damaged from improper care (e.g., down comforter washed in hot water, latex pillow dried in the dryer) or improper storage (e.g., comforter stored in a damp closet).

2. How to Initiate a Return/Exchange


  1. Submit a Request: Email tmnuyrhs@outlook.com with:

    • Full name, order number, delivery address.
    • Product details (e.g., “Queen Winter-Weight Down Comforter,” “Medium-Firm Organic Latex Pillow”).
    • Reason for return/exchange (e.g., “comforter is too warm,” “pillow is too firm,” “comforter arrived lumpy”).
    • Supporting Evidence:
      • Damaged/defective items: Clear photos/videos of the issue and original packaging.
      • Incorrect items: Photos comparing the received product to your order confirmation.


    We approve/deny requests within 2 business days and provide a Return Authorization (RA) number if approved—do not return items without an RA number (unauthorized returns are rejected).

  2. Prepare the Item:

    • Down Comforters: Repackage in the original factory-sealed plastic and box—if the box is damaged, contact us for a replacement shipping bag (we provide it for free).
    • Latex Pillows: Repack in original vacuum-sealed packaging—avoid compressing the pillow beyond its original shape to prevent permanent damage.

  3. Arrange Return Shipping:

    • Defective/Incorrect/Safety Issues: We coordinate free return shipping via a specialized textile carrier (for comforters) or standard courier (for pillows). For large items, we schedule curbside pickup at your convenience.
    • Change of Mind: You pay return shipping fees, which vary by item size:
      • Latex Pillows: $5.99 flat fee.
      • Down Comforters: $19.99 (covers freight costs for bulky items).

        Use a tracked service and share the tracking number with us.


    Return Address: 619 JESS FIELD RD, GATLINBURG, TN 37738, USA

    Items must arrive within 14 days of RA approval—delays may affect eligibility.


3. Refund & Exchange Timelines


  • Refunds: Processed 5–7 business days after inspection (comforters require an additional 2-day hygiene check). Refunds include:

    • Faulty/incorrect/safety issues: Full product price + original delivery fee (no deductions).
    • Change of mind: Product price minus return shipping fees and a 10% restocking fee (to cover repackaging and quality inspection).

      Refunds go to your original payment method—banks may take 3–5 days to credit funds.

  • Exchanges:

    • Same-product replacement (e.g., new queen comforter for lumpy one, new medium pillow for firm one): Shipped within 7–10 business days—free delivery.
    • Size/style exchange (e.g., twin to queen comforter, firm to medium pillow): Processed once the return is verified. Pay the price difference (if new item is more expensive) or receive a partial refund (if cheaper).