What are your return and exchange policies?
Return Policy
We stand behind the quality of our products and are confident you will love the feel of your new bedding. If you are unhappy, we gladly accept returns for returnable items purchased on our site or at any of our retail locations within 365 days of purchase. At this time, we do not offer exchanges. The best way to move forward for an “exchange” is to initiate a return for your original items and repurchase the items you would like in a new order. Step-by-step instructions for returns can be found at Returns & Exchanges.
Returnable Items
For eligible products, you may return your purchased product(s) for a refund to your original method of payment or for store credit within 365 days of purchase. If your original payment method is no longer available, a store credit will be issued. A Brooklinen-provided shipping label must be used for all returns shipped from the US and Canada. All returns are subject to a $9.95 return fee, which will be deducted from your refund amount. Please allow up to 7 business days for your refund to be processed once your return has been received.
The return fee will be waived for all returns processed in any of our retail locations. We reserve the right to require a valid form of identification for in-store returns, subject to state law. If an item is damaged or defective, please head to our site here and select the Quality Guarantee option. For incorrect items, please contact our customer support team. The return fee may be waived for damaged, defective, or incorrect items under certain circumstances.
Return Abuse Policy
We monitor return activity for abuse and reserve the right to limit returns associated with a user whom we suspect of abusing this Return Policy. This includes but is not limited to users who exhibit a pattern of repeated and/or excessive returns or otherwise exhibit fraudulent behavior.
In the rare event that Brooklinen determines there has been an abuse of the return policy, Brooklinen will no longer accept returns or exchanges, even for orders still within their return window. Abuse includes, but is not limited to, return frequency, return volume, and fraudulent return attempts. If your account has been identified as a return policy abuser, you may still make purchases, but those purchases will no longer be eligible for return or exchange. If you attempt to make a return or exchange, your item(s) will be refused and/or mailed back to you. Brooklinen is not financially responsible for any return-ineligible items returned to us and not sent back.
We appreciate your business and hope you are happy with your purchase. If you have any other questions, please contact us.
*Note that while the $9.95 return fee will not be withheld from refunds for purchases that are returned from outside of the United States or Canada, customers will be responsible for contacting Brooklinen for return instructions based on country, product condition, and price. Instructions must be followed before any refund can be issued.
Return and Refund Processing Time
Please refer to the tracking status page of the carrier assigned to your return for an estimated delivery date once it is in the carrier’s possession.
How long will it take for my refund to be processed after my return is delivered?
After delivery, it can take up to 7 business days for the warehouse to unbox and review your return. Refunds will be processed once a warehouse member confirms the items inside the box match what was indicated on your return.
How long will it take for me to see my refund after the warehouse reviews my return?
Gift Card Refunds – Once the warehouse approves your return, you will instantly receive an email with the details of the gift card.
Refunds back to Original Form of Payment – Once the warehouse approves your return, you will receive a refund confirmation email. The funds will likely take between 1 and 3 business days to post to your account.
What could delay my refund?
Several things could cause a delay in receiving your refund. The list below provides some of the most common reasons that cause refund delays:
- Leaving out items from your return that you indicated would be in the box.
- Including additional items in your box that were not indicated on your return.
- Combining multiple returns inside the same box — Each box should only contain the contents of what was selected when you initiated your return.
- Parts of the original shipping label are still visible.
- Including non-Brooklinen items in your return.
- Tampering with information on the return label.
Can I still return my Pillow after I’ve tried it out?
We accept returns in any condition within 365 days of purchase – this includes Pillows! We would never leave a customer with a product they didn’t absolutely love, so if you try your Pillow out and decide it’s just not for you, we can definitely still initiate a return. Please note that a return fee of $9.95 will be deducted from your refund amount – head to our returns page here to begin your return.
If your Pillow has been washed or used, our team will send it to one of our donation centers. You can read more about our partnership with Good360 here!
How do I initiate a return for my Marlow Pillow?
The Marlow Pillow website is no longer accessible, but we still gladly accept returns for orders placed on the site within 365 days of purchase. Returns are free, and all refunds will be issued to your original method of payment. If your original form of payment is no longer active or able to accept the refund for any reason, please contact our Brooklinen team.