Refund policy

Returns & Refunds Policy

Last updated: [17 February 2026]
This Returns & Refunds Policy applies to purchases from Huggah (“we”, “us”), operated by Smart Materials Limited, Malta.

Contact: andy@huggahsleep.com / info@thesmartmaterials.com
Please include your order number and the email/name used at checkout.

 

1) 100-Night Home Trial (Malta & Gozo)

All Huggah mattresses come with a 100-night home trial in Malta and Gozo.

If you decide the mattress isn’t right for you, you can request a return during the trial and we will:

  • arrange collection in Malta/Gozo; and
  • issue a refund (subject to the conditions below).

Minimum trial period (14 nights)

We ask you to try the mattress for at least 14 nights before requesting a trial return, to allow your body time to adjust.

This is a condition of the commercial trial and is offered in addition to your statutory rights.

Trial window

The 100 nights start from the date of delivery (day 1).

 

2) Custom sizes

Custom sizes are included in the 100-night home trial.

(Separate note: cancellation rules before delivery for custom sizes are covered under the Purchase Options Cancellation Policy.)

 

3) What qualifies for a trial return

To be eligible for a trial return, the mattress must be:

  • used in a normal home setting; and
  • returned in a condition that reflects reasonable use during a home trial.

We may refuse a trial return, or apply a reduction to any refund, if there is clear evidence of misuse or damage beyond reasonable trial use (for example: structural damage, heavy soiling, or contamination).

 

4) Collection process (Malta & Gozo)

If your trial return is approved:

  1. We’ll agree a collection date/time with you.
  2. The mattress must be accessible for safe collection from your property.

Access constraints: Huggah mattresses are not “mattress-in-a-box” items. If your property requires a lifter/hoist or other special access arrangements for removal, arranging and paying for that is the customer’s responsibility.

 

5) Refunds

What we refund

If a trial return is approved, we refund:

  • the price you paid for the returned mattress.

What’s not refunded (typical)

Unless required otherwise by law, we do not refund:

  • fees for optional services already performed (if any exist); or
  • costs arising from damage or misuse beyond reasonable trial use.

Refunds are issued to the original payment method (or via a financing provider for installment purchases, depending on the provider’s processing rules).

 

 

6) Statutory right to withdraw (EU/Malta)

If you bought online (a distance contract), you generally have a 14-day cooling-off period starting from the day you receive the goods, subject to applicable rules and exceptions.

If you exercise a statutory withdrawal right:

  • you must take reasonable care of the goods; and
  • a reduction may apply if handling goes beyond what is necessary to establish the nature/characteristics/functioning of the goods, as permitted by law.

(Note: your 100-night trial is a separate commercial promise on top of statutory rights.)

 

7) Faulty items, defects, and warranty

If you believe your product has a manufacturing defect, please contact us with:

  • your order number,
  • photos and a description of the issue.

This is handled under our 10-year limited warranty (manufacturing defects; remedy may include repair or replacement as appropriate). This Returns Policy does not limit your statutory consumer rights.

 

8) How to request a return

Email us with:

  • order number
  • delivery address
  • reason for return (helps us improve; not used to deny valid requests)
  • photos if there is visible damage/issue

We’ll confirm eligibility and next steps.