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Returns

HUGGE 100 Night Sleep Well Trial, 30 Day Return Policy & Guarantees

HUGGE lives by ‘high integrity’ and ‘reassuringly reliable’ amongst other values and we apply these to how we wish to operate our 100 Night Sleep Well Trial, our policies and guarantees.

If you feel that you should take advantage of any of these policies please email us at paul@huggemattress.com. Please note that none of our policies are transferrable. Only the original purchaser of a new, non-refurbished genuine HUGGE product bought either directly through the HUGGE website or through any authorised retailer or partner is entitled to claim. Please retain proof of purchase. Additionally, these policies only apply if the HUGGE product is still in the country in which it was supplied at the time that you wish to return it.

Please contact us at paul@huggemattress.com if you bought your HUGGE product(s) from Amazon.

The HUGGE Mattress. Policies.

100 Night Sleep Well Trial

Most of our customers sleep soundly from day one on their new HUGGE mattress. For some people, even an identical replacement for their current mattress can take a little while to get used to. Our bodies may need time to adjust from years of rest on a mattress that has slowly become less supportive over time and re-learn how to rest on a new, fully supportive sleep surface. Experience and feedback from our customers tells us that up to 3-4 weeks is normal and some report that they are able to sleep in new positions that were previously not possible. Please just bear that in mind before making a decision!

You may return a HÜGGE mattress to us at any time for a refund within the first 100 nights from the day of delivery. Contact us before the end of the 100 nights period at paul@huggemattress.com to make arrangements. HUGGE covers the cost of the return or pick-up. Please be ready to provide proof of purchase, as it may be required. Any claims after the 100 nights have elapsed will not be exercisable. Please note that claims under this policy are limited to one per household.

This policy is not transferable. Only the original purchaser of a new, non-refurbished, genuine HUGGE mattress bought either directly through the HUGGE website or from any authorised retailer or partner is entitled to claim.

Unless we agree with you to vary this point, the mattress must be picked up from the country to which it was supplied.

We’re still evolving (another of our values) and as such we work with charitable partners to whom we may donate returns for a good cause.

We will honour the refund on the basis that the mattress is in a condition where it can be reused. The only exceptions will be if the mattress has been unduly marked, soiled, destroyed, the cover has been laundered or if the condition means our collection partner refuses to collect on grounds of hygiene or safety. Please contact us at paul@huggemattress.com if you believe your particular claim may fall into these categories so we can take necessary action to avoid disappointment.

10 Year Mattress Guarantee

Our mattresses are fabulous. That’s why we can put in place a no-nonsense 10 year guarantee, running from the date of purchase. This guarantee does not limit your legal rights.

Should you feel you need to make a claim under this guarantee please make contact at paul@huggemattress.com to register your claim.

This policy is not transferable. Only the original purchaser of a new, non-refurbished, genuine HUGGE mattress bought either directly through the HUGGE website or from any authorised retailer or partner is entitled to claim. Please be ready to provide proof of purchase, as it may be required.

Unless we agree with you to vary this point, the mattress must be located in the country to which it was supplied.

Additionally, the guarantee only applies if the mattress has been used for its normal, intended purpose.

This guarantee covers you against material defects resulting from defective materials or workmanship in the HUGGE mattress you have purchased, as follows;

  • Settlement and indentations

    Settlement in mattresses is normal as is body impression indentations in mattresses incorporating premium foams. Levels of settlement of up to 38mm up to year 5 and up to 63mm thereafter are considered normal and within tolerance. Note that ‘normal' assumes the mattress has been continuously supported by a base or platform that is sufficient to distribute and support the weight of your body and any other bodies plus the weight of the mattress itself. It also means any wear and tear must be consistent with the age of the mattress and not accelerated by the use of an unsuitable base. If the base used is a bedstead, then the slats used must be between 60-75mm apart and the bedstead sufficiently designed and constructed with appropriate centre supports

  • Flawed materials

    Any physical flaw in any of the foam material that causes it to split or crack under conditions of normal use and proper handling.

  • Manufacturing defects

    Any workmanship or material defects in the mattress cover such as the fabric tearing, stitching unraveling or zipper.

HUGGE will repair or replace the defective mattress or component. For example, if there is a manufacturing defect with a zipper we may elect to repair the zipper or replace the whole mattress cover but not replace the whole mattress. HÜGGE reserves the right to sole and complete discretion over that decision.

Any replacement of mattress or component will be replaced with the equivalent available at time of replacement. This means there may be certain differences to the original mattress.

If you decide that you wish to replace the mattress with a more expensive HÜGGE mattress, we reserve the right to charge you for the upgrade.

Note that any repair or replacement does not extend the original guarantee period nor does it constitute the start of a new 10 year guarantee period.

The good news is that we’re so confident in our products we do not pro-rata the guarantee period. The guarantee cover remains the same across the full 10 years.

The guarantee does not cover you against changes to your mattress over time caused by normal wear and tear. It also does not cover you against changes caused by physical abuse or damage or for uses that are not normally intended.

Such abuse or damage includes but is not limited to liquid damage and stains, burns, tears, cuts, dampness or mold, machine washing or dry cleaning of mattress cover. Such events or occurrences will invalidate your guarantee.

We come in different shapes and sizes so there is likely to be some idiosyncrasies to your mattress. Any imperfections that do not prevent ordinary use and enjoyment of the mattress by a reasonable person are not considered to be defects. For example, borders may not be perfectly straight or corners perfectly symmetrical, dis-colouration over time, personalized allergies or reactions and foam aromas. These are not “defects” for which you can seek a remedy under this guarantee.

The HUGGE Bed Frame. Policies.

HUGGE Bed Frame 30 Day Return Policy

The HUGGE Bed Frame is purchased with a 30 day return policy. Under this policy you may return the bed frame for a full or partial refund within 30 days of placing your order. This policy is as follows;

  • Bed frame return requests (cancellations) prior to the day of delivery & installation

    If you change your mind and cancel your order before 12.00 (midday) on the day prior to the day of delivery by contacting us at paul@huggemattress.com, we will cancel your order and refund you in full with no charges deducted.

  • Bed frame return requests (cancellations) after 12.00 (midday) on the day prior to the day of delivery & installation but before any of the packaging seals have been broken

    If you change your mind and cancel your order after 12.00 (midday) on the day prior to the day of delivery but before any of the packaging seals have been broken by contacting us at paul@huggemattress.com, we will cancel your order but we will need to charge you £100 to cover the cost of transport, re-stocking and our installers' time. This charge will be deducted from any refund due back to you once we have received the bed frame back into HUGGE stock.

  • Bed frame return requests on or after the day of delivery and after the packaging seals have been broken

    If you change your mind after the packaging seals have been broken and up to 30 days from the date of order, whether the frame has been erected or not, you can request a return by contacting us at paul@huggemattress.com. There is a charge of £250 to cover the cost of disassembly, transport and repackaging. This charge will be deducted from any refund due back to you once we have received the bed frame repackaged back into HUGGE stock. 

When you sign for delivery and installation, you are confirming that the bed frame has been built and is undamaged. If your claim refers to an issue of workmanship or material defect, please refer to the HUGGE bed frame 10 year guarantee section.

To begin any claim under the HUGGE Bed Frame 30 Day Return Policy, please contact us at paul@huggemattress.com. We will ask you to provide your order confirmation and photographs of the bed frame from all angles, in order to begin to process your return.

If we are concerned about anything in your photographs, we may ask for clarification or send a HUGGE surveyor to visit your home to conduct a closer inspection. If the surveyor determines that the bed frame has been damaged or soiled beyond what is reasonable for us to consider to be resalable we may refuse your return claim.

If we are satisfied from your photographs that there appears no obvious damage to the bed frame, we will ask our installers to contact you to arrange a mutually convenient appointment to disassemble and remove the bed frame. They will conduct a visual and physical inspection of the bed frame to confirm it is not soiled or damaged. Upon this inspection, if they discover damage that was not visible or was masked in the photographs, we will advise you of this and may refuse your return claim.

In the event of a disputed claim, an independent inspector from FIRA (the Furniture Industry Research Association) or equivalent will be asked to attend to evaluate the claim. We will take their determination as a final decision from which we will either uphold or reject your claim.

10 Year Bed Frame Guarantee

Like our mattresses, our bed frame is fabulous too. That’s why we can put in place another no-nonsense 10 year guarantee, running from the date of purchase. This guarantee does not limit your legal rights.

Should you feel you need to make a claim under this guarantee please make contact at paul@huggemattress.com to register your claim.

This policy is not transferable. Only the original purchaser of a new, non-refurbished, genuine HUGGE bed frame bought either directly through the HUGGE website or from any authorised retailer or partner is entitled to claim. Please be ready to provide proof of purchase, as it may be required.

Unless we agree with you to vary this point, the bed frame must have been installed by our team of installers into a domestic setting and not subsequently disassembled or moved or used in a commercial setting.

Additionally, the guarantee only applies if the bed frame has been used for its normal, intended purpose.

Any claim for damage, material defects or defective workmanship during delivery and installation must be reported to the installers before you sign off on the delivery and installation. Please ensure the paperwork notes the issue discovered. They will take photographs of any defective elements and arrange for a swift replacement of those elements.

This guarantee covers you against material defects resulting from defective materials, manufacturing or workmanship, degradation or failure of any structural components, structural failure itself or de-lamination.

Under this guarantee most issues can be resolved to restore the bed frame by our team of professional repairers using genuine HUGGE spare parts (just like a car warranty). In the unlikely event that this is not possible, a replacement bed frame may be supplied. The replacement will be an equivalent bed frame available at that time.

This guarantee does not cover the following;

  • Any issue not described above. These could be but not limited to;
Moisture damage and/or ingress
Abuse or misuse
Use in a non-domestic setting (unless agreed with HUGGE)
Issues arising from poor maintenance
Issues of unsanitary condition (eg staining, heavy soiling, pet damage)
Environmental damage (eg spillages, fire, strong aromas/cooking smells)
Damage caused by disassembly/reassembly (eg when moving house)
Additions/amendments/repairs to the bed frame carried out by anyone other than an approved HUGGE installer or repairer.

    When you make a claim at paul@huggemattress.com, we will ask you to supply photographs as well as a description of the complaint giving rise to the claim. We will be unable to process a claim without photographs. 

    Based on our appraisal of your claim, we may choose to send a HUGGE surveyor to visit you to make a closer inspection and appraisal of the issue relating to the claim.

    If we determine your claim is worthy of progression, our team of HUGGE repairers will contact you to arrange a mutually convenient time for them to attend to repair the bed frame using genuine HUGGE replacement parts.

    Before they commence the repair/replacement they will conduct a survey of the bed frame to ensure that there is no damage or soiling that would invalidate the guarantee as per above.

    If we determine that your claim is not covered by the guarantee, we will advise you of this and make our team of HUGGE repairers available to you to quote for the work required to repair the bed frame. Any cost of such repair will be borne by you.

    In the event of a disputed claim, an independent inspector from FIRA (the Furniture Industry Research Association) or equivalent will be asked to attend to evaluate the claim. We will take their determination as a final decision from which we will either uphold or reject your claim.