Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at customerservice@downdirect.net. Please note that returns will need to be sent to the following address: 

Down Direct Returns
2935 Walkent Ct. NW
Walker, MI 49544

If your return is accepted, we’ll send you a return authorization, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at customerservice@downdirect.net.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at customerservice@downdirect.net.

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 USPS (post office) 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.

    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.

    If you wish to return your purchase for any other reason, please contact customer service at customerservice@downdirect.net