At Down Direct, we take pride in our products and want you to be completely satisfied with every item you purchase from us. We are delighted to have you as a Down Direct customer and trust our merchandise meets your complete satisfaction. Should you need to return an item, please note the following:
- All returned items must be in their original condition and product packaging. Refunds and replacements will be granted only for items that meet this criteria. We cannot accept a return with any indication that it has been used or handled in such a manner that prevents Down Direct from reselling the product.
- All returned items must be sent to Down Direct within 30 days of order receipt.
- All returned items are at the expense of the customer. We recommend using UPS Ground for your return. Please keep the tracking number from your return shipment to ensure that the package is delivered to our warehouse.
If your order is incorrect or if there is an issue with the quality, please indicate so on the enclosed Packing slip you received with your product(s). We’ll happily arrange an exchange or credit.
If you wish to return your purchase for any other reason, please pack the unused item(s) in the most appropriate sized packaging.
Please return your package to the address below and include your packing slip. If you do not have a packing slip, please email us and we will send you another copy.
550 Oakdale SE
Grand Rapids, MI 49507
Credit for Returned Products
All returns and exchanges are subject to approval. Down Direct reserves the right to inspect and return any or all product to the customer if product is not deemed to be in its original condition. Unaccepted returns will be shipped back to the customer with a letter stating the reason(s) for your denied return/exchange.
- Once your return is received and reviewed, you can expect a refund within 10 business days.
- Refunds for products returned within 30 days will be credited back to the original form of payment. Please note: returns will only be accepted for unused products. If products shows any sign of usage, they cannot be returned and no credit will be applied to you.
- Returns are not accepted after 30 days from receipt.
- Shipping costs will only be refunded if the return is a result of a manufacturer defect or shipping error on our part.