Refund policy

Return and Refund Policy

1. Order Cancellation

We process orders quickly to ensure timely delivery. If you wish to cancel your order, please contact us as soon as possible.

  • Unprocessed Orders: If your order has not yet been processed or shipped, you may contact us at support@byeache.com to request cancellation. If the cancellation is successfully completed before processing, a full refund will be issued.

  • Shipped Orders: Once an order has been shipped, we are unable to intercept or cancel the shipment. You must wait until the order has been delivered and then submit a return request in accordance with the conditions below.

  • In-Transit Orders: We do not accept cancellation or refund requests solely because an order is still in transit, provided that the shipment remains within our stated delivery timeframe.

2. Return and Exchange Eligibility

We offer a 30-day return period starting from the date your order is delivered.

Return requests submitted more than 30 days after delivery will not be accepted.

All returns are subject to approval and inspection.

To qualify for a return, the item must meet all applicable conditions below:

  • The item must be in new, unused, clean, and resalable condition.

  • All original packaging, accessories, labels, inserts, and tags must be included.

  • The item must not show signs of use, wear, washing, modification, misuse, or damage.

  • The item must be free from stains, odors, dirt, dust, hair, and other contamination.

  • The item must be completely free from dog hair, cat hair, or any other pet hair.

  • The item must not have been damaged by the customer during use, handling, repacking, or return shipping.

  • The return must be properly packaged to prevent damage during transportation.

Vacuum-Sealed, Rolled, or Compressed Products

Certain products are vacuum-sealed, rolled, compressed, or otherwise specially packaged for hygiene and transportation purposes.

Where applicable, products that have been opened, unsealed, expanded, removed from their original sealed packaging, or used may not qualify for a change-of-mind return, particularly where hygiene considerations apply.

If the product is defective or incorrect, please contact us with clear photographic or video evidence so that we can review the issue separately.

Subjective Comfort and Personal Preference

Personal preferences regarding firmness, softness, size preference, feel, comfort, appearance, or suitability for an individual customer's intended use are generally considered customer-related reasons rather than product defects.

If a return is requested for these reasons, the customer will be responsible for the applicable return costs and fees described below.

3. Non-Returnable Items

We reserve the right to reject returns where the product does not meet our return requirements.

Returns may be refused if:

  • The return request is submitted more than 30 days after delivery.

  • The item has been used, washed, altered, modified, or improperly handled.

  • The item has stains, odors, dirt, contamination, pet hair, dog hair, cat hair, or other signs of use.

  • The item is damaged, torn, scratched, broken, deformed, or otherwise no longer in resalable condition due to customer handling.

  • Parts, accessories, packaging, labels, or other original contents are missing.

  • The item was damaged because it was improperly packaged for return shipping.

  • A hygiene-sensitive sealed product has been opened where the applicable return conditions require it to remain sealed.

  • The item is customized or personalized.

  • The product was clearly marked as Final Sale or non-returnable at the time of purchase.

If a returned product does not meet the required conditions, we reserve the right to deny the refund.

4. Defective, Damaged, or Incorrect Products

If you receive an item that is genuinely damaged, defective, or different from what you ordered, please contact us at support@byeache.com within 30 days of delivery.

Please provide:

  • Your order number;

  • A description of the problem;

  • Clear photos of the entire product;

  • Clear photos showing the defect or damage;

  • Photos of the packaging where relevant; and

  • Video evidence if reasonably required to verify the issue.

After reviewing the evidence, we will advise you of the available resolution.

Where the issue is confirmed to have been caused by us or occurred before delivery, we may cover reasonable return shipping costs or provide another appropriate solution.

Normal wear, accidental damage, misuse, improper handling, personal preference, subjective comfort, or damage caused after delivery is not considered a manufacturing defect.

5. How to Request a Return

To request a return:

Step 1 — Contact Us

Email support@byeache.com within 30 days after receiving your order.

Please include:

  • Your order number;

  • Your full name;

  • Your reason for return; and

  • Clear photos showing the current condition of the product and packaging.

Step 2 — Wait for Return Authorization

Do not send the product back before receiving return instructions from us.

After reviewing your request, we will normally respond within 1–2 business days and, if the return is approved, provide you with the authorized return address and return instructions.

Products returned to an unauthorized address may not be eligible for a refund.

Step 3 — Ship the Product Back

Unless otherwise agreed in writing, customers returning a product for customer-related reasons are responsible for arranging and paying for return shipping.

You must use a shipping service that provides a valid tracking number.

After shipping the return, you must provide us with the tracking number by email.

Returns without valid tracking information may not be eligible for a refund if delivery to our return address cannot be verified.

We strongly recommend using a trackable and reliable shipping service.

Step 4 — Return Inspection

A refund will not be issued simply because the customer has shipped the item.

The returned product must first:

  1. Arrive at our authorized return address;

  2. Be successfully received by our return facility; and

  3. Pass our return inspection.

We will inspect the product for its condition, completeness, cleanliness, packaging, signs of use, pet hair, damage, and compliance with this Return and Refund Policy.

Inspection is normally completed within 1–5 business days after the return is received.

6. Return Shipping Costs

Customer-Related Returns

If the return is due to a customer-related reason, the customer is responsible for all return shipping costs.

Customer-related reasons include, but are not limited to:

  • Change of mind;

  • Ordering the wrong size or product;

  • No longer wanting the product;

  • Finding the product unsuitable for the customer's intended purpose;

  • Preference regarding firmness or softness;

  • Subjective comfort;

  • Personal preference;

  • Ordering by mistake; or

  • Other reasons not caused by a manufacturing defect or an error on our part.

We do not reimburse return shipping costs for customer-related returns.

The customer is also responsible for ensuring that the product is safely and adequately packaged for return transportation.

If the item is damaged during return shipping because of inadequate packaging or customer handling, the refund may be denied or reduced where permitted by applicable law.

Returns Caused by Our Error

If we confirm that you received a defective, damaged, or incorrect item due to an error on our part, we will provide an appropriate resolution and may cover reasonable return shipping costs where applicable.

7. 20% Restocking Fee

For approved returns made for customer-related reasons, a 20% restocking fee will be deducted from the refundable product amount, where permitted by applicable law.

This fee helps cover the costs associated with receiving, inspecting, processing, repackaging, handling, and restocking returned merchandise.

For example:

If the refundable product value is $100, a 20% restocking fee of $20 will be deducted, resulting in a refund of $80, excluding any non-refundable original shipping charges or other applicable deductions.

The 20% restocking fee generally applies to returns including:

  • Change-of-mind returns;

  • Wrong size or product selected by the customer;

  • Subjective comfort concerns;

  • Items no longer wanted;

  • Products unsuitable for the customer's personal intended use; and

  • Other returns caused by customer preference rather than a defect or seller error.

The restocking fee will generally not apply where the return is accepted because we confirmed that the item was defective, damaged before delivery, or incorrectly supplied by us.

8. Condition of Returned Products

Customers are responsible for maintaining the condition of the product until it has been successfully delivered back to our authorized return facility.

Returned products must be clean and suitable for inspection and resale.

In particular, returned products must have:

  • No dog hair;

  • No cat hair;

  • No other pet hair;

  • No human hair accumulation;

  • No stains;

  • No unusual or unpleasant odors;

  • No food or drink residue;

  • No dirt or other contamination;

  • No scratches, tears, cuts, or punctures;

  • No damage caused by improper use;

  • No missing components; and

  • No damage caused by improper return packaging.

If the item arrives damaged, contaminated, used, incomplete, or otherwise fails to meet the required return condition, we reserve the right to reject the return or adjust the refund where permitted by applicable law.

9. Refund Processing

Refunds are only processed after the returned product has been delivered to our authorized return address and successfully inspected.

Shipping the product back or providing a tracking number does not by itself guarantee a refund.

Once your return has been received and inspected, we will notify you by email whether your refund has been approved.

If approved, the refund will be calculated after any applicable deductions, including:

  • The 20% restocking fee for eligible customer-related returns;

  • Non-refundable original shipping or handling charges, where applicable; and

  • Any other deductions permitted under this policy and applicable law.

Approved refunds will normally be submitted to the original payment method within 1–3 business days after inspection.

After we issue the refund, additional processing time may be required by your payment provider.

Typical processing times include:

  • PayPal: usually up to 48 hours;

  • Credit or Debit Card: usually approximately 7–14 business days.

These processing times are controlled by the payment provider