Refund policy

Different types of products may have different return policies, which you can find on each product's sales page.

01.About the "30-Night Risk-Free Trial" Policy

We offer a 30-night risk-free trial policy, which means you have 30 days from receiving the product to apply for a return.

1) Unconditional Returns: We accept unconditional returns within 30 days of purchase! We want customers to be completely satisfied with their shopping experience, so if you have washed or used a product and then determine it's not suitable, we accept returns. If items have been washed or used, they will be donated to a charity.

2) How to Initiate a Return: To start a return, please contact us at support@peterhanun.com. If your return is accepted, we will provide you with a return address and instructions on where to send the package. Items returned without prior contact and request will not be accepted.

3) Return Shipping Costs: Return shipping costs for products under the 30-night risk-free trial policy will be borne by the customer.

02.About the "Quality Assurance" Policy

We are highly committed to product quality and customer satisfaction. For certain products, especially items like down comforters, pillowcases, bed sheets, and bed skirts, there are personalized attributes that may affect the return policy.

1) Returns and Exchanges for Quality Issues: We accept returns and exchanges for severe product quality issues. Here are some quality issues that may apply:

• Damage:If you receive a product with obvious damage either during shipping or inherent to the product itself, please contact us to arrange a return or replacement.
• Misrepresentation:If the product you receive does not match the product description, such as discrepancies in color, size, or other essential attributes, please contact us for a return or replacement.
• Excessive Feather Leakage:If a down comforter experiences significant feather leakage under normal use, it can be considered a quality issue, and we will accept returns or replacements.
• Seam Issues: Severe seam issues like breakage or unraveling can affect the product's durability and appearance and will be accepted for return or replacement.
• Incorrect Item: Receiving a product that doesn't match your order.
• Uneven Filling:If a down comforter exhibits significant uneven filling, with some areas excessively thick and others too thin, affecting its insulation performance, it can be considered a quality issue.
• Foreign Objects or Impurities: Discovery of foreign objects, impurities, or unclean filling material within a down comforter can indicate a quality issue (except for gray down).
• Filling Material Cleanliness:If the filling material within a down comforter is not adequately cleaned and processed, potentially containing impurities, dust, or bacteria, it may lead to allergies or health concerns, considered a quality issue.

2)Attributes Not Eligible for Return: Due to the special attributes of certain products, return policies may have limitations. Here are examples of attributes not eligible for return:

• Color Preferences:We do not accept returns based on personal color preferences.
• Size Incompatibility:It's advisable to carefully check product dimensions before purchase as size incompatibility is not considered a quality issue.
• Inadequate Filling: Some products offer different filling options, and customers need to confirm their chosen filling amount before purchase.
• Material Preferences:Personal preferences for materials may vary, and we do not accept returns based on material preferences.
• Customization: Customized products and special orders are created according to personalized requirements and generally not eligible for return based on subjective customer preferences.
• Personal Care Items: Personal care items, such as beauty products, are typically not eligible for return due to hygiene and safety reasons.

3) Returns for Down Duvets: Due to the specific attributes of down comforters, unless there are severe product quality issues, returns are generally not accepted. We will evaluate returns or replacements based on the specific product and customer issues.

Please carefully consider the product's special attributes before purchase and inspect the product immediately upon receipt to ensure it meets your expectations. If you have any questions or concerns about a product, feel free to contact us, and we will do our utmost to assist you. Our goal is to ensure your satisfaction with the shopping experience and to provide high-quality products.

03.Damage Issues

Please inspect your order immediately upon receipt. If the product is defective, damaged, or you receive the wrong item, please contact us immediately, provide detailed information, and submit photos of the damaged items for assessment and resolution.

04.Exceptional Cases/Non-Returnable Items

Certain types of products cannot be returned, such as perishable goods (e.g., food, flowers, or plants), customized products (e.g., special orders or personalized items), and personal care items (e.g., beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. If you have questions or concerns about specific products, please contact us. Unfortunately, we do not accept returns for promotional items or gift cards.

05.Exchanges

If you have ordered the wrong item, please contact us promptly at support@peterhanun.com for an exchange.

1) Exchanges for Orders in Transit: Orders already in transit will require a 20% order cost payment as we need to cover intercept fees with the shipping provider.

2) Exchanges for Unshipped Orders: If your order has not yet been shipped, the quickest way to exchange is to cancel the incorrect order and place a new one.

3) Exchanges for Received Items: If you have already received the items, you will need to return them to our warehouse for processing the exchange. Shipping costs incurred in this process will be borne by the customer.Exchanges are not accepted in the case of cross-border shipments because the goods cannot be returned to the shipping warehouse.

06.Refunds

Once we receive and inspect your return, we will notify you and inform you if the refund is approved. Funds will be refunded using the original payment method. Please note that your bank or credit card company may require some time to process and post the refund, typically with a delay of 1-2 business days.

07.Order Cancellation

1) Cancellation of Orders in Transit: You can cancel any order at any time before it ships, and you will receive a full refund. After shipping, you will be charged a 20% cancellation fee, which covers the round-trip shipping cost incurred by Peterhanun due to order cancellation during transit.

2) "Refused Receive" Orders: We do not accept refunds for orders received by our shipping partners and marked as "refused delivery" or any subjective reasons other than damage during transit without prior written authorization.

08.Refund due to shipping

Order losses caused by "non-receipt of goods" and "lost items" due to errors in the customer's transshipment, address modification, and receiving information shall be borne by the customer himself, and refunds are not supported.

Please carefully read this return policy before making a purchase.