I ordered a topper in Shaded Biscuit but accidentally confirmed Shaded Biscuit with dark roots. I recognized the mistake immediately and tried to correct it, but the order had already been processed. According to the website, returns are accepted within 20 days of receipt with no mention of exceptions or exclusions on the main return policy page.

When the topper arrived, I opened the box to confirm it was the incorrect version. The dark roots were immediately visible through the cover, so I didn’t even remove the piece from the packaging or touch it. I emailed the company right away using the address listed both on the website and on the business card included with the order. I never received a response, still haven’t, 12 days later.

The next day, I went back to the website and submitted an official return request through their system. I was shocked when I received a response saying my request was denied because the item was a clearance and therefore non-returnable. None of this was mentioned up front in the general return policy. The justification provided referenced sanitary reasons, yet they never reviewed the item to confirm it was untouched and clearly still new in the box.

I understand and respect sanitary policies, but transparency and communication matter. Had the return policy clearly outlined exclusions for clearance items before purchase, I would have been more careful. And had the company responded to my initial email or evaluated the item, this could’ve been resolved more fairly.

Unfortunately, this experience has left me disappointed and unlikely to order again