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Returns

HÜGGE 100 Night Sleep Well Trial (mattress) and 30 Day Return Policy (bed frame).

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

The HUGGE Mattress. Policies.

100 Night Sleep Well Trial

Most of our customers sleep soundly from day one on their new HÜGGE 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 sales@huggesleep.co.uk to make arrangements. HÜGGE 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 HÜGGE mattress bought either directly through the HÜGGE 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 sales@huggesleep.co.uk if you believe your particular claim may fall into these categories so we can take necessary action to avoid disappointment.

PLEASE SEE OUR 100 NIGHT SLEEP WELL TRIAL TERMS AND CONDITIONS OF ANY RETURN.

https://www.huggemattress.com/pages/100-night-sleep-well-trial

 

10 Year Mattress Guarantee

https://www.huggemattress.com/pages/10-year-warranty

 

 

The HÜGGE Bed Frame. Policies.

HÜGGE  Bed Frame 30 Day Return Policy

The HÜGGE  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 sales@huggesleep.co.uk, 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 sales@huggesleep.co.uk, 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 HÜGGE  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 sales@huggesleep.co.uk. 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 HÜGGE stock. Please note; if a mattress has been included for free as part of a bed frame promotion and you wish to return the mattress too and its seals have been broken there is an additional charge of £250.

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 HÜGGE bed frame 10 year guarantee section.

To begin any claim under the HÜGGE Bed Frame 30 Day Return Policy, please contact us at sales@huggesleep.co.uk. 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 HÜGGE   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

https://www.huggemattress.com/pages/10-year-warranty