Refund policy

The Short Version

  • 30-day return window from the day your order is delivered.
  • Damaged or defective? It costs you nothing. We replace parts or the bed free — no fees, no return freight. See “Damaged or Defective Items” below.
  • Changed your mind? Returns are accepted on unassembled beds in original packaging, with a 20% restocking fee; return freight is arranged at your cost.
  • All returns need a return authorization first — email us before shipping anything.

Return Eligibility

To qualify for a change-of-mind return, your item must be:

  • Initiated within 30 days of delivery
  • Unassembled and never installed — once a bed is assembled or mounted, it cannot be returned
  • In the original packaging with all parts, hardware, and instructions

How to Start a Return

  1. Email support@crayohalo.com with your order number and reason.
  2. We reply within 1–2 business days with your return authorization and the correct return warehouse address. Returns ship to the maker’s warehouse — never to our business address. Unauthorized returns cannot be accepted or refunded.
  3. We help coordinate freight pickup, or you may arrange your own freight carrier.
  4. Once the warehouse receives and inspects the return, your refund is processed.

What a Return Costs (Worked Example)

Honesty beats surprises, so here is real math. On a $1,500 bed returned for change of mind:

  • Restocking fee (20%): −$300
  • Return freight: arranged at your cost (typically $150–$400 depending on distance)
  • Refund to you: $1,200, minus nothing else — your original shipping was free and stays free.

Damaged or defective items skip all of this — zero fees, zero freight, see below.

Non-Returnable Items

  • Beds that have been assembled, installed, or wall-mounted
  • Mattresses that have been opened or unsealed (hygiene)
  • Clearance or final-sale items (marked on the product page)

Cancellations

  • Before shipment: free. Email us as soon as possible — most orders ship within 1–4 business days, so sooner is better.
  • After shipment: the order is handled as a return under the terms above.

Refused Deliveries

Refusing a delivery without documented damage on the delivery receipt is treated as a change-of-mind return (restocking fee plus freight both ways). If you refuse because of severe, documented damage, you owe nothing — note the damage on the receipt and call us the same day.

Damaged or Defective Items — No Fees, Ever

If your bed arrives damaged or has a manufacturing defect, that is our problem, not yours:

  • No restocking fee, no return freight, no cost of any kind to you
  • Follow the delivery checklist in our Shipping Policy (note damage on the delivery receipt, photos within 5 days, concealed damage within 7 days)
  • We ship replacement parts free — usually the fastest fix — or replace the bed if damage is severe

Refund Timing

Approved refunds go to your original payment method within 10 business days of the warehouse receiving and inspecting your return. Banks may take an additional 5–10 business days to post the credit.

Questions?

Email support@crayohalo.com or call +1 (779) 910-8728 (Mon–Fri, 9:00 AM–5:00 PM CST). This policy applies to purchases made within the United States.