Downeast & Hope Ave.

 

Online Returns/Exchanges Policy: 

Merchandise may be returned or exchanged within 30 days of the delivery date to our Salt Lake Distribution Center. Merchandise must be received in the original unused and unworn condition, with tags attached. Items smelling of perfume, marked with makeup, showing signs of wear, or having tags removed, are not valid for return/exchange and no refund will be issued.

Merchandise return or exchanges must go through the Return Portal. If an order is mailed back and was not entered into the Return Portal prior to Downeast receiving it, Downeast does not guarantee any return or refund will be processed. 

Swimwear with tampered or missing liners will be refused and no refund will be issued. Items must be free of perfume, makeup, and animal hair. Items that show signs of wear or do not meet the above specifications are not valid for return and no refund will be issued. 

Downeast covers online return shipping costs for in-store credit only in the continental US. A $7.95 prepaid label is provided. Once the item is returned, a refund can be made to the original method of payment minus the $7.95 prepaid label. Orders outside the continental United States are not eligible for a prepaid shipping label. Return shipping costs are the responsibility of the customer.

If you receive an item in your order that is defective, please contact Downeast Customer Service Team for additional assistance. 

Most returns are processed within 7-10 business days from the time the return is received at our Salt Lake Distribution Center. A refund will then be credited back to your original method of payment and will be posted approximately 3-7 business days after the processing date or according to your financial institution. Orders paid with an E-Gift card will be refunded to a new E-Gift card. An email will be sent with the new E-Gift card. 

All Merchandise on the Sale page are Final Sale and are not eligible for returns or exchanges. If a Final Sale item is returned, it will not be refunded or returned to sender. 

If an online order is returned to an in-store location, please have the confirmation email and the original method of payment present at the time of the return. If you need any additional assistance locating your confirmation email, please reach out to our Customer Service Team. 

If Klarna, PayPal, Venmo, or Apple Pay is used as a method of payment, an in-store return can only be processed as a merchandise gift card.  

*Please note that shipping fees are non-refundable. See Shipping and Delivery  

*Downeast has the right to deny any returns or exchanges. 

 

In-Store Return / Exchanges Policy:

Merchandise may be returned or exchanged within 30 days of the purchasing date to the store. The merchandise must be in the original unused, unwashed and "like new" condition with tags still attached. Merchandise purchased in-store must be returned in-store. Stores cannot accept returns via mail. Any returns mailed directly to a store location will be rejected.

Swimwear with tampered or missing liners will be refused and no refund will be issued. Items must be free of perfume, makeup, showing signs of wear, or with traces of animal hair and are not valid for return and no refund will be issued.

To return or exchange you’ll need the original method of payment and the two original receipts, which are stapled together at the time of purchase. All refunds will be returned to the original method of payment. If a cash refund of $200 or more is due, a check will be processed and mailed from our Salt Lake office, which may take up to 14 business days. 

If the original receipts are not present, our sales associates will attempt to verify purchase information within our point-of-sale system. If sales associates are unable to verify the purchase in our system, customers will be ineligible to receive a full refund in the original method of payment. Items in their unworn condition with tags still attached may be eligible for a merchandise store credit of 40% off the current selling price. 

All Clearance items are Final Sale and not eligible for returns or exchanges. Ask an in-store sales associate for further details. 

*Downeast has the right to deny any returns or exchanges. Downeast merchandise is not intended for resale.  

 

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If you need to make a return, here are a few guidelines to help make the process as smooth as possible.

  • Please reach out to our customer service team for a return authorization prior to making a return.
  • All merchandise must be unused, in “like new” condition, with tags attached, in the original packaging. A proof of purchase (receipt or order number) is also required.
  • All credit and debit card refunds can only be returned to the original card used for the transaction.
  • If Klarna, PayPal, Venmo, or Apple Pay is used as a method of payment, an in-store return can only be processed as a merchandise gift card.  
  • If the transaction was paid with cash over $200, we will send a check refund. Look for it in the mail within two weeks.
  • All shipping charges are non-refundable and customers are responsible for return shipping costs.
  • We are not able to make changes to or cancel an order once it has been placed. If you decide to return or cancel your order after it is placed, our standard return policy applies.
  • Shipments should be delivered in a timely manner and without visible damage. If such a shipment is refused by the customer, a $250 return shipment fee will be added on top of the 10% restocking fee.
  • Returns can be made up to 14 days from date of delivery

Furniture, Rugs, and Accessories

  • Furniture will incur a 10% restocking fee.
  • Rugs will incur a 20% restocking fee.

Mattresses

  • Mattresses purchased at Downeast come with a 100-day satisfaction guarantee if purchased with a mattress protector on the same invoice.
  • If you are not satisfied with the comfort of your new mattress, please contact our customer service team to initiate your exchange. The original purchase price will be credited to complete the exchange for a new mattress.
  • This policy is limited to one return per household and/or customer per year.
  • If you are unable to return the mattress to a store location, contact customer service for more information. We can provide a list of approved donation centers and procedures.

Final Sale and Custom Orders

  • Special or custom orders, as-is items, final sale, promotional, special holiday, and flash sale purchases are not eligible for return or exchange.
  • All items on Sale page are final sale.

Price Adjustments

  • Downeast will honor a one-time price adjustment within 14 days of the original purchase. The amount adjusted will be refunded to the original form of payment. Customer is required to be present, with original receipt, for the adjustment. Online price adjustments can only be made by contacting Downeast Customer Service during operating hours. Special holiday events and flash sales will be excluded, including but not limited to the events surrounding President’s Day, Labor Day, Memorial Day, Semi-Annual Sales, Thanksgiving, Black Friday, Cyber Monday, Friends & Family, and the days after Christmas.
  • Downeast will no longer be accepting American Express Credit Card payments.

Pricing and Other Listing Errors

Listing errors are incorrect details about the product in item listings. Some of the product details that can have errors are:

  • Price
  • Images, description (color, size, features, etc.)
  • Quantity or what’s included

If we catch a listing error while processing your order, we’ll cancel your order. Cancelling an order is the last thing we want to do, but it may be necessary when we find listings with incorrect details. If we need to cancel your order, we’ll send you an email with the reason for cancellation.

Gift Cards

  • Gift cards are not redeemable for cash.
  • These cards cannot be replaced if lost or stolen.

Customer Service Team

1.800.337.3076
Monday - Friday
9 a.m. - 5 p.m.
support@downeasthome.info