Refund policy

30-Day Return Policy

We accept returns within 30 days of delivery, provided the item meets the conditions below. Every return is inspected on arrival.

Eligibility

To be eligible for a return, your item must be:

  • Unused

  • Sealed in its original packaging, exactly as delivered

  • Returned with all included components and accessories

  • Accompanied by proof of purchase (order number or confirmation email)

Items that are opened, used, slept on, washed, damaged, incomplete, or not in original sealed packaging are not eligible for a refund.

How to Start a Return

  1. Email us at help@haloony.com with your order number and reason for return.

  2. Wait for approval. Do not ship the item before receiving approval and the return address from our team.

  3. Once approved, ship the item to the address we provide.

Returns sent without prior approval will not be accepted.

Return Shipping Cost

Customers are responsible for return shipping costs. We recommend a tracked shipping service. We cannot guarantee processing of returns lost in transit.

Damaged, Defective, or Wrong Item

If your order arrives damaged, defective, or incorrect, contact us within 3 days of delivery (calendar days, including weekends) at help@haloony.com 

Include in your email:

  • Order number

  • Name from receipt 

  • Clear photos AND a video showing the defect or damage

  • Photo of the SKU label on the packaging

We use carrier tracking timestamps to verify delivery date. Claims submitted after 3 days or without proper documentation may not be eligible.

For confirmed defects, we cover the replacement or refund at no cost to you.

Return Timeline (from the day you ship)

From the day you hand your parcel to the courier, the process typically takes 10–14 business days end-to-end:

 1. Courier transit to our warehouse

 2. Warehouse intake and inspection

 3. Refund issuance

You will receive an email when your return arrives and again when your refund is issued.

Refund Posting Time

Once we issue the refund, it typically appears on your bank account within 3–5 business days, depending on your bank or card provider.

Wrong Address

It is the buyer's responsibility to ensure the shipping address entered at checkout is correct. Orders shipped to an incorrect address provided by the customer are not eligible for a refund or reshipment at our cost.

If you notice an address error, contact us immediately at help@haloony.com. Once an order has entered processing, we cannot change the shipping address.

Frequently Asked Questions

Can I cancel my order after placing it?
Yes, within 24 hours of placing the order. After 24 hours, your order enters processing and cannot be cancelled.
Email us immediately at help@haloony.com if you need to cancel.

I changed my mind after opening the package. Can I return it?
No. Once the original packaging is opened, the item is no longer eligible for return. Please review your order and our size guide before purchasing.

I ordered the wrong size. Can I return it for a different one?
Only if the item is unopened and in its original sealed packaging. Once opened, size-based returns are not accepted. Please measure your mattress and check our size guide before ordering.

Can I return a mattress topper I've already used or slept on?
No. For hygiene reasons, we do not accept returns on items that have been opened, used, or slept on. All returns must be in their original sealed packaging, unused.

What counts as "unused"?
The product must be in the exact condition you received it: sealed in original packaging, never opened, never removed from the wrapping, with all tags and components intact.

My item arrived defective. What do I do?
Contact us within 3 days of delivery with photos and a video of the defect, your order number, and a photo of the SKU label. We will arrange a replacement or full refund at no cost to you.

I accidentally ordered more than I needed.
If the extra unit is unopened and in its original sealed packaging, you can return it within 30 days under the standard return policy. Customer covers return shipping.

Chargebacks and Payment Disputes

If something is wrong with your order, please contact us first at help@haloony.com. In most cases, we resolve issues faster than the bank or card dispute process.

If you open a chargeback, the dispute is handled by your bank or card issuer. We will submit the requested order, tracking, and delivery documentation. Dispute timelines vary and may take up to 90 days or longer, depending on the issuer.

Fraud Prevention

To prevent fraud and ensure the correct item is returned, we record serial numbers, product identifiers, and packaging details before shipping and verify them on return. Returns that do not match our records may be rejected or refunded partially.

Contact

For any return question, email us at help@haloony.com. Our team responds within 24 hours, Monday to Friday, excluding holidays.