Refund policy

Last updated: September 25, 2025

This Returns & Refunds Policy applies to purchases made on decolure.com and shipped within the United States. Our goal is to make returns and refunds as simple and fair as possible. If you’re not completely satisfied with your purchase, we’ll work with you to resolve the issue in accordance with the policy outlined below.

Please note: Decolure offers a special 100-Night Sleep Trial for bedsheet items, which allows used bedding sets to be returned within 100 nights. Those trial returns are handled under our Warranty policy, not this standard Returns & Refunds policy. The information below covers standard returns and refunds for non-trial situations.

At a Glance

  • 100‑Night Sleep Trial (Bedding set): Try our bedding set. Wash it. If it’s not love, you can return it within 100 nights of delivery for a refund. (See the Warranty page for full details on this trial.)
  • 30‑Day Returns (Standard): For products not covered by the trial (or any unused/unwashed items), you may return them within 30 days of delivery as long as they are in new, unused condition.
  • Return Shipping: We offer free return shipping for any Sleep Trial returns or if we sent a wrong/defective item. For other standard returns, you can use our prepaid return label (the cost of the label will be deducted from your refund) or ship it back using your own method.
  • Exchanges: We do not do direct item-for-item exchanges. Instead, please return the item for a refund and place a new order for the replacement item you want.
  • Contact: To initiate a return or if you have questions, email our support team at support@decolure.com.

We’ll go into more detail on each of these points below.

Standard 30‑Day Returns (Non‑Trial Items)

If your purchase is not eligible for the 100-night trial (for example, non-bedsheet items or any item you haven’t used or washed), our standard return policy applies. You have 30 days from the date of delivery to initiate a return, provided the following conditions are met:

  • Item Condition: The item must be unused, unwashed, and in the same condition that you received it. This means it should be free from any wear, stains, odors, or damage, and ideally in its original packaging with all tags, parts, and accessories included.
  • Proof of Purchase: We require a proof of purchase (such as your order number or receipt) to process a return. This helps us verify that the item was indeed purchased from decolure.com and is within the 30-day return window.
  • Return Shipping for Standard Returns: If you’re returning an item for a reason other than a Decolure error (for example, you changed your mind or ordered the wrong item), you have two options:
    • Use a prepaid return shipping label provided by us, in which case a flat return shipping fee may be deducted from your refund amount. (We will inform you of the cost, which typically equals our shipping carrier’s fee.)
    • Or, you may ship the item back using your own chosen carrier at your expense. We recommend using a trackable shipping service and purchasing shipping insurance, as we can’t guarantee we will receive your return otherwise.
  • Processing Time: The 30-day return period starts on the day you receive the product (as indicated by the delivery tracking). As long as you contact us within those 30 days to start the return, we will consider it within policy – even if the package is in transit back to us after the 30th day. (But please send it back promptly once we authorize the return.)

If the above conditions are not met (for example, if an item returned to us is clearly used or past the 30-day window without prior approval), we may not be able to honor the return or may offer a partial refund according to the situation.

Damaged, Defective, or Incorrect Items

We strive to get your order right every time. In the rare event that you receive an item that is damaged, defective, or not what you ordered, we will make it right at no cost to you. Please follow these guidelines:

  • Report Quickly: Contact us at support@decolure.com within 7 days of delivery if you discover that an item arrived damaged, has a manufacturing defect, or is the wrong item.
  • Provide Details: In your email, include your order number, a description of the issue, and (if possible) a photo of the damage/defect or the incorrect item. This helps us assess the situation promptly.
  • Resolution: We will work with you to arrange a suitable solution, typically either a replacement of the item or a full refund. In some cases, we might ask you to return the defective/incorrect item, and if so, we will cover all return shipping costs. Often, for defective items, we may simply send a replacement without requiring a return.
  • Cost to You: There is no cost to return a damaged, defective, or misshipped item. If we ask for the item back, we’ll provide a prepaid shipping label, and you won’t be charged any fees. Your refund or replacement will be processed as soon as possible once the issue is confirmed.

Our priority is to correct any mistake or defect so you have the quality product you expected.

Non‑Returnable Items

For health, safety, and certain business reasons, some items are final sale and cannot be returned. Please note the following non-returnable items:

  • Final Sale/Clearance Merchandise: Any item marked as final sale or clearance at the time of purchase is not eligible for return or refund. (These deeply discounted items are sold “as is.”)
  • Gift Cards: Gift cards or store credit cards are not returnable or refundable (except as required by law in certain jurisdictions).
  • Personalized/Customized Products: Any item that has been monogrammed, embroidered, or otherwise personalized to your specifications cannot be returned, since it was made uniquely for you.
  • Items with Obvious Use or Wear: Items that are returned in a condition that is heavily used, soiled, laundered (when not part of the Sleep Trial), stained, or emitting odors cannot be accepted. This includes anything missing essential components or packaging. We will return such items to you or dispose of them, at our discretion, rather than processing a refund.
  • Free Gifts or Promotional Items: If your purchase came with a free gift or promotional item, please note that these are generally not required to be returned. However, if you are returning the main product and decide to keep the free gift, the value of the free gift may be deducted from your refund. (Our support team will let you know if this applies in your case.)

If you’re unsure whether an item is returnable, feel free to contact us and we can clarify for you.

Bundles, Sets, and Multi-Item Orders

If you purchased an item as part of a bundle or set (for example, a bedding bundle that includes sheets + pillowcases, or a “buy one get one” promotion), the entire bundle or set must be returned to receive a full refund. We cannot accept partial returns of individual components of a bundled offering. Here are some specifics:

  • Sets: Products sold as a set (e.g., a sheet set that includes a fitted sheet, flat sheet, and pillowcases) need to be returned complete with all pieces. If any part of the set is missing or used (outside of an approved trial), we may be unable to process the return or may deduct the value of missing items from the refund.
  • Bundles & Promotions: For bundled deals or promotions where multiple items were purchased together for a discount, all items in the bundle should be returned. If you wish to keep one item and return the rest, the refund amount may be adjusted. (Often, the kept item’s price may revert to its full standalone price, and we’ll refund the difference accordingly.)
  • Multi-Item Orders: If you ordered multiple items and want to return just one or some of them, that’s absolutely fine, as long as each item you’re returning meets the return criteria. Each item will be treated individually under our policy. Just be clear when you contact support which specific items you wish to return from your order.

Our aim is to ensure fairness, so neither the customer nor the company is at a disadvantage in case of partial returns of discounted bundles.

Exchanges

We do not offer direct exchanges (swapping one item for another). If you need a different size, color, or a completely different product, the fastest way to get it is to place a new order for that item and return the original item to us for a refund.

  • If you want to exchange an item, please go ahead and initiate a return for a refund on the original item (following the steps in this policy). Then, you can place a new, separate order for the replacement item you desire.
  • Once we receive and process your returned item, we will issue a refund to your original payment method. This way, you aren’t waiting on the exchange process to get the item you want, and you’ll have a clear record of a new purchase and refund.

We know this isn’t a traditional “exchange,” but it allows us to efficiently handle inventory and ensure you get the product you want as soon as possible. If you have any questions about ordering a replacement, our support team is happy to help.

How to Start a Return (RMA Process)

We’ve tried to make starting a return easy. Here are the steps to initiate a return for eligible items (under either the 100-Night Trial or the 30-Day standard return):

  1. Email Customer Support: Send an email to support@decolure.com. In the email, please include your order number, the item(s) you want to return, and a brief explanation of the reason for the return (this helps us improve our products and services, but providing a reason is optional).
  2. Return Authorization: Our team will review your request to ensure it’s within the eligible return window and meets the criteria. If everything looks good, we will email you a Return Merchandise Authorization (RMA) number along with a prepaid return shipping label (for U.S. domestic returns). If your return is not eligible, we will also notify you and explain why.
  3. Pack & Ship: Pack the item securely in the original packaging, if possible, including all original components, inserts, accessories, and freebies that came with it. Affix the provided shipping label to the package (or use your own label if you choose to ship on your own). Drop off the package at the appropriate shipping location (we’ll specify the carrier in our instructions, e.g., USPS, UPS, FedEx). Please ship the item within 14 days of receiving your RMA and label to ensure the return is processed smoothly.
  4. Confirmation & Inspection: Once we receive your returned package, we’ll send you an email to confirm its arrival. Our team will then inspect the returned items to make sure they meet the return conditions (unused, etc., unless it’s a Sleep Trial return, which can be used).
  5. Refund Processing: After inspection, we will process your refund. (See the next section for details on refunds.) We will notify you via email when the refund has been issued. If there are any issues during inspection (e.g., item not as described in your return request), we will reach out to discuss next steps (such as a partial refund or sending the item back to you).

Following these steps helps us handle your return quickly and ensures you know what to expect at each stage. Don’t hesitate to ask our support team if you need any assistance during the return process.

Refunds

Once your returned item arrives and passes inspection, we will issue your refund. Here’s what to expect from the refund process:

  • Refund Method: We will refund to your original payment method whenever possible. This means the credit or debit card, PayPal account, or other payment source you used for the purchase will receive the refund.
  • Refund Amount: Approved returns will be refunded for the purchase price you paid for the item, including any applicable taxes. Original shipping charges (the cost you paid to get the item delivered to you) are generally non-refundable, except in cases where we made an error or the item arrived damaged/defective. If you paid for expedited shipping, that is also not refunded unless we were at fault for an issue.
  • Deductions (if any): If you used our prepaid return label for a standard return (non-defective, non-trial), the flat return shipping cost we cover will be deducted from your refund (as discussed above in the return shipping section). We will let you know that amount when issuing the RMA. Additionally, if an item is returned in a condition that doesn’t meet our policy (e.g., missing parts or not in original condition), we reserve the right to issue a partial refund to account for the loss in value or refuse the return. We will communicate with you in such cases.
  • Timing: Once we process the refund on our end, it typically takes 5-10 business days for the credit to appear back in your account. Timing can vary depending on your bank or credit card issuer. We will send you an email as soon as we’ve issued the refund, so you can be on the lookout. If it has been more than 10 business days since our refund confirmation and you still don’t see the credit, please contact your bank/issuer first, and then let us know if they cannot locate it.
  • Store Credit Option: In certain cases, if you prefer, we can issue your refund as a Decolure store credit or e-gift card instead of back to your original payment. Let us know if you would like this option when you initiate the return. (For example, if you received an item as a gift, the gift return might be processed as store credit for you to use, with the gift-giver’s consent.)

Our aim is to process refunds as quickly as possible once we have the returned goods in hand. We appreciate your patience during this process.

Gifts and Gift Returns

If you received a Decolure item as a gift (meaning it was purchased by someone else and given to you), our standard policy is to issue any refund to the original purchaser’s method of payment for security reasons. However, we understand that this isn’t always ideal, so we offer alternatives:

  • Gift Receipt or Order Number: If you have a gift receipt or know the original order number and the purchaser has shared proof of purchase, you can initiate a return following the standard process. Just let us know it was a gift.
  • Refund to Giver: By default, the refund will go back to the original buyer’s credit card or account. They will be notified of the refund via our system. (It might be a good idea to inform them if you’re returning their gift!)
  • Exchange for Store Credit: If you’d rather not involve the gift giver or prefer to get store credit, we can, upon request, issue the refund as a Decolure e-gift card or store credit for you. This way, you can use the credit for any future purchase on our site. Make sure to mention that you’d like store credit when you contact us.
  • Conditions: The same 30-day return window and product condition requirements apply to gifted items. Also note that if the item was marked as a gift in our system, we might already have a way to process a direct exchange or credit to you – our support team will guide you based on the situation.

We try to be flexible with gifts to ensure you (and the gift giver) have a good experience with Decolure.

Cancellations & Order Changes

Order Cancellations: We process orders quickly, but if you need to cancel or modify your order, please contact us immediately (ASAP) at support@decolure.com. If your order has not yet shipped, we will do our best to accommodate a cancellation or change. You can usually cancel for a full refund if we catch it before it leaves our facility.

  • If the order is already in transit or has been delivered, then it cannot be canceled. In that case, you may need to proceed with a return instead (please see the relevant sections above for how to return the items once they arrive).

Address Errors or Adjustments: If you entered an incorrect shipping address or need to adjust something, contact us right away. We can often fix address issues before shipment. Once shipped, address changes may not be possible (though you might be able to work with the carrier in transit).

Order Modifications: If you want to add items, remove items, or change an item in your order (like selecting a different color or size), the easiest approach is usually for us to cancel the original order (if it hasn’t shipped) and have you place a new order with the correct items. This ensures accurate billing and inventory tracking. We’ll guide you through this if needed.

In summary, we’ll do our best to accommodate order changes or cancellations when possible, but we can’t guarantee it once processing has begun. Always double-check your cart and info before finalizing the purchase to be safe.

Undeliverable, Refused, or Unclaimed Packages

If a package is returned to us by the carrier as undeliverable (due to an incorrect address, failed delivery attempts, etc.), or if a package is refused by the recipient at delivery, here’s what happens:

  • Undeliverable Address: We will contact you to confirm the shipping address. If it was an address error on your part, we can reship to a corrected address, but you may be responsible for the new shipping cost. If you prefer to cancel the order at that point, we can refund the product price minus any original shipping charges.
  • Refused Delivery: If you refuse the shipment for any reason (for example, the box was visibly damaged, or you changed your mind about the order upon arrival), the package will be sent back to us. Once we receive it, we will treat it as a return. We will refund the product price minus the original shipping cost and any return shipping fees charged by the carrier for sending it back to us. (If the refusal was due to damage, please let us know so we can file a carrier claim and ensure you are fully taken care of – that would fall under our damaged items policy and you wouldn’t be charged.)
  • Unclaimed Packages: Sometimes a postal pick-up notice is left, and the package isn’t picked up from the post office or delivery point. If it comes back to us unclaimed, we will attempt to contact you. We can resend (shipping costs may apply) or refund the order price less shipping, similar to an undeliverable scenario.

We always encourage reaching out to us if there’s an issue with delivery. If something went wrong, we want to help fix it. Communication is key – often we can resolve delivery issues before they result in a return to sender.

Where You Purchased Matters

This Returns & Refunds Policy only applies to purchases made directly through decolure.com. If you bought a Decolure product from a third-party retailer or marketplace (such as Amazon, Walmart, eBay, or another online/physical store), you will need to follow that seller’s return policy. We do not have the ability to process returns or refunds for products purchased outside of our official website.

Key points to note:

  • Amazon or Other Marketplaces: If you purchased via Amazon or another marketplace, please refer to your order details on that platform and initiate a return through their system (subject to their return timeframes and rules).
  • Authorized Resellers: If you bought from an authorized reseller or boutique, get in touch with them for returns or exchanges. They may have their own processes we cannot override.
  • Why: Each seller has its own transaction record and funds. We only have records of orders placed on our site, so we can’t issue refunds or process returns for outside orders.
  • Warranty Claims: While we cannot process returns for third-party purchases, if you have a quality or warranty issue with a Decolure product bought elsewhere, you can still contact us to discuss solutions. We stand by our products and may assist or advise on a case-by-case basis (for example, helping facilitate a replacement through the retailer or providing troubleshooting tips). Just understand that any monetary refunds or standard returns must go through the original point of purchase.

If in doubt, reach out to us and we’ll point you in the right direction. We want every Decolure customer to be happy, even if the purchase wasn’t directly through us!

Abuse, Fair Use & Safety Clause

We crafted our return policies to be fair and generous, such as the 100-night trial for bedding. However, we do monitor for abuse. “Fair use” of our policies means using them as intended – e.g., returning a product because it truly didn’t work for you, not to game the system.

Examples of policy abuse include but are not limited to: habitual returns of used products, attempting to return items outside the allowed timeframes repeatedly, purchasing items with the intent to return after use, or any form of resale or fraud. Such activities may lead us to:

  • Refuse a Return or Trial Claim: We reserve the right to decline returns or refunds if we determine, in our reasonable judgment, that a customer is abusing the policy.
  • Flag or Ban Accounts: In rare cases of repeated abuse or fraudulent behavior, we may flag a customer’s account and deny future service or purchases to protect our business.
  • Safety Concerns: If any returned item poses a health or safety risk (e.g., infestation, biohazard, etc.), we will dispose of it and not issue a refund. This is to protect our staff and customers.

We don’t expect to ever have to enforce these measures for the vast majority of our wonderful customers. This clause is simply here to let you know that we aim to keep things fair for everyone. The bottom line: we’ll always do our best to take care of you, and we ask that you use our policies in good faith.

Questions or Need Help?

If you have any questions about our Returns & Refunds Policy or need assistance with a return/refund that isn’t clearly addressed above, please reach out to us at support@decolure.com. Our customer support team is here to help and typically responds within 1-2 business days.

We appreciate your business and want you to love your Decolure experience. Thank you for trusting Decolure for your bedding needs! If something isn’t right, we’ll do our best to fix it. Sleep easy knowing we’ve got you covered.