Terms & Conditions

1. Order Placement & Acceptance


1.1 Order Submission


When you submit an order via mgrey.shop, email, or authorized platforms, you make a binding offer to purchase selected products (e.g., “Queen All-Season Down Comforter,” “Medium Organic Latex Pillow”) at the listed price. This price includes applicable U.S. sales tax (calculated by your shipping address) and excludes shipping fees (unless free shipping applies, per our Shipping Policy).

You confirm all checkout information—shipping address, bed size, product firmness/warmth level, payment details, and contact info—is accurate and complete. For custom items, you verify customization details to ensure alignment with your needs.

1.2 Order Acceptance


We reserve the right to accept or reject any order at our discretion. Acceptance is confirmed only via a written order confirmation email (with your order number, product details, and estimated delivery date) sent to your registered email from mgrey Store. We may reject orders for reasons including:

  • Stock unavailability (e.g., a limited-edition comforter color is out of stock).
  • Pricing errors (e.g., a typo in down comforter or latex pillow pricing).
  • Suspected fraudulent activity (e.g., stolen payment details).
  • Inability to deliver to your address (e.g., remote areas not covered by our textile carriers).

If we reject your order, we notify you within 2 business days and issue a full refund for any processed payments (refunds take 3–5 business days to reflect in your account).

1.3 Order Modifications & Cancellations


You may modify or cancel an order only if it has not yet entered production or shipping (before receiving a “production started” or “shipment notification” email). To do so:

  • Email tmnuyrhs@outlook.com with your order number and requested change (e.g., “Change comforter warmth level from all-season to winter-weight” or “Cancel latex pillow order”).
  • We confirm modifications/cancellations via email within 1 business day.

Once an order is in production (custom items) or shipped (in-stock items), modifications or cancellations are not possible. Follow our Return & Exchange Policy to return items after delivery.

2. Payment Terms


2.1 Accepted Payment Methods


We accept the following secure payment methods for U.S. orders, processed via PCI DSS-compliant gateways:

  • Credit/debit cards: Visa, Mastercard, American Express, Discover.
  • Digital wallets: PayPal, Apple Pay, Google Pay.
  • Buy-now-pay-later services: Affirm, Klarna (subject to their separate terms, linked at checkout on mgrey.shop).

We do not accept cash, checks, or money orders for online orders. For in-person pickup purchases (at our Gatlinburg address), cash and credit/debit cards are accepted.

2.2 Payment Authorization


By providing payment details, you authorize us to charge the full order amount (product cost + shipping + sales tax) to your selected method. For installment services (Affirm/Klarna), you authorize the provider to process payments per their agreed schedule.

If payment is declined (insufficient funds, expired card, fraud alert), we notify you via email to update your details. You must provide valid payment within 5 business days; otherwise, your order is canceled.

2.3 Payment Disputes


If you dispute a payment (e.g., chargeback) with your bank or provider, you must first attempt to resolve it with us directly (per our Return & Exchange Policy). Failure to do so may result in:

  • A $25 administrative fee (to cover dispute response costs).
  • Suspension of your account (preventing future purchases) until the dispute is resolved.

We reserve the right to pursue legal action for unfounded disputes (e.g., claiming non-delivery when tracking confirms receipt of a comforter).

3. Product Specifications & Safety


3.1 Accuracy of Product Information


We strive to ensure product descriptions, images, and specifications (e.g., comforter fill power, pillow firmness) are accurate on mgrey.shop. Minor variations may occur:

  • Down Fill Distribution: Due to manufacturing processes, down fill may shift slightly—product images are representative but not exact.
  • Latex Firmness: Organic latex has natural variations in density—firmness levels are consistent within a 5% tolerance range.

3.2 Safety & Intended Use


All products meet U.S. safety standards and are intended for residential bedding use only:

  • Down Comforters: Compliant with federal flammability standards (16 CFR Part 1633)—do not use near open flames or heat sources.
  • Latex Pillows: Do not use as a toy or for weight-bearing purposes—overcompression may cause permanent damage.

Misuse of products may void warranties and result in injury—we are not liable for such issues (see Section 5).

4. Warranties


4.1 Limited Manufacturer’s Warranty


We offer limited warranties for all U.S. purchases from mgrey Store, covering manufacturing defects (not normal wear, misuse, or accidental damage):

  • Down Comforters: 5-year warranty. Covers down clumping, shell tearing, and fill leakage. Does not cover stains, shrinkage, or damage from improper washing.
  • Latex Pillows: 3-year warranty. Covers permanent flattening, core cracking, and shape deformation. Does not cover indentations from normal use or damage from moisture.

4.2 Warranty Claims


To file a claim:

  1. Email tmnuyrhs@outlook.com with your order number, product model, photos/videos of the defect, and a description of when the issue started.
  2. We review claims within 2 business days and notify you of approval/denial.
  3. Approved claims result in:
    • Replacement product shipped via standard shipping (free of charge) within 7–10 business days.
    • Full refund to your original payment method (for irreparable items).
    • Repair services (e.g., restitching a comforter seam) for minor issues.


Warranties apply only to products purchased directly from mgrey Store (not third-party retailers) and require proof of purchase (order confirmation email).

5. Liability Limitations


5.1 Our Liability


We are liable for:

  • Defective products covered by warranty (Section 4).
  • Order fulfillment errors (e.g., wrong comforter size, firm pillow instead of medium) per our Return & Exchange Policy.
  • Damages caused by our negligence (e.g., improper packaging leading to a lumpy comforter).

Our liability is limited to:

  • Replacing the defective/incorrect product.
  • Issuing a full refund of the order amount (including shipping).
  • Reimbursing reasonable return shipping costs for defective items.

We are not liable for:

  • Personal injury or property damage from misuse (e.g., neck pain from using a pillow incorrectly, allergic reactions from improper comforter care).
  • Indirect losses (e.g., missed sleep from delayed comforter delivery, furniture damage from wet bedding).
  • Damages from third parties (e.g., carrier-related damage not reported within 48 hours, defects from unauthorized repairs to pillows).

5.2 Your Liability


You are liable for:

  • Providing accurate checkout information. Incorrect addresses leading to missed/delayed deliveries may result in a $20 re-delivery fee (especially for bulky comforters).
  • Returning products per our Return & Exchange Policy (unused condition, original packaging). Damaged returns may incur a restocking fee deducted from your refund.
  • Properly caring for and using products to prevent damage or injury.

6. Account Responsibilities (Online Orders)


If you create a website account on mgrey.shop to track orders, save preferences, or store payment details:

  • You are responsible for keeping account credentials (username/password) confidential and all activities under your account.
  • Notify us immediately via email if you suspect unauthorized account access. We assist with password resets and investigations within 1 business day.
  • We may suspend/terminate accounts for:
    • Fraudulent activity (e.g., using stolen payment details to purchase a comforter).
    • Violating these Terms (e.g., returning a washed comforter as “unused”).
    • Inactivity for 12+ consecutive months (we notify you 30 days before termination via email).


7. Shipping & Delivery (Incorporation of Shipping Policy)


All orders are subject to our separate Shipping Policy, which covers delivery destinations, shipping costs, timelines, and handling of shipping issues. By placing an order on mgrey.shop, you acknowledge reading and understanding our Shipping Policy.

Risk of loss/damage passes to you upon delivery (confirmed by carrier tracking or signature). If you miss a delivery, the carrier leaves a notification to reschedule—failure to reschedule within 7 days may result in the order being returned to us, with a $15 return fee deducted from your refund.

8. Termination


We may terminate/suspend your access to mgrey Store, cancel your order, or refuse future purchases if you:

  • Violate these Terms (e.g., false information, unfounded payment disputes).
  • Engage in fraudulent/deceptive practices (e.g., claiming a defective comforter that was washed).
  • Harass our staff (via email, phone, or in-person) or other customers.

Termination does not affect pre-existing rights/obligations (e.g., payment for delivered bedding, return obligations for a defective pillow).

9. Governing Law & Dispute Resolution


9.1 Governing Law


These Terms are governed by the laws of the State of Tennessee, USA, without regard to conflict of law principles. Disputes are resolved under Tennessee law.

9.2 Dispute Resolution


  • Informal Resolution: Contact us at tmnuyrhs@outlook.com to resolve disputes informally before legal action. We respond within 2 business days and work in good faith to find a solution.
  • Mediation: If informal resolution fails, we recommend mediation through the Tennessee Dispute Resolution Program—voluntary, cost-effective, and faster than litigation.
  • Small Claims Court: For disputes under $10,000, file a claim in Tennessee small claims court (or your local jurisdiction).
  • Arbitration: For disputes over $10,000, both parties agree to binding arbitration administered by the American Arbitration Association (AAA), following its Commercial Arbitration Rules. Arbitration takes place in Gatlinburg, TN, or via virtual hearing.

You waive the right to participate in class action lawsuits or class-wide arbitration for disputes related to these Terms.

10. Amendments to Terms


We may update these Terms to reflect legal changes, business practices, or product offerings. Updated Terms are posted on mgrey.shop with a “Last Updated” date.

Your continued use of mgrey Store or purchases after the “Last Updated” date constitutes acceptance of revised Terms. We notify you via email of significant changes at least 30 days before they take effect.

By purchasing our products or using our services, you confirm reading, understanding, and agreeing to all provisions of these Terms & Conditions.