Cancellation policy

Purchase Options Cancellation Policy

Last updated: [11 February 2026]
This Purchase Options Cancellation Policy applies to purchases from Huggah (“we”, “us”), operated by Smart Materials Limited, Malta.

Contact for cancellations/changes:
Email: andy@huggahsleep.com / info@thesmartmaterials.com
Include your order number and the email/name used at checkout.

1) What you’re buying

Our standard mattress length is 200 cm (2.0 m). We also offer custom sizes (including custom lengths/widths), which may require custom cover production.

 

2) Cancelling or changing an order (before delivery)

A) Standard (non-custom) sizes

You can request to cancel or change your order until it is dispatched.

• Not yet dispatched: we will cancel and refund you in full.
• Already dispatched: we can’t cancel an order in transit. Please accept delivery and use the Returns & Refunds Policy (including the 100-night trial, where applicable).

B) Custom sizes (special rule)

Custom-size orders can be cancelled until the custom cover production has started.

• Before custom cover production starts: full refund.
• After custom cover production starts: the order can no longer be cancelled without covering the cost of the custom cover production.
• If you cancel at this stage, we will refund any amounts paid minus the custom cover production cost (and any other non-recoverable costs we’ve clearly incurred specifically for your order).
• If the amounts paid do not cover those costs, we may request payment of the outstanding balance.

We will treat the point at which “custom cover production starts” as the moment we confirm the cover is released into production with our supplier/production line.

 

3) Out-of-stock / backorder items (lead times)

We offer free delivery in Malta and Gozo.

Typical lead times:

• ~2 weeks if the product is in stock; or
• up to ~3 months if the product is not in stock / is on backorder.

If your item is on backorder, you may request cancellation any time before dispatch (subject to the custom-size rule above). If we become aware of a material change to the expected lead time, we’ll notify you.

 

4) Installment payments (when offered)

We do not currently offer Shopify subscriptions.

If we offer installment payments (for example via a third-party provider such as Revolut Business or another financing partner), your installment arrangement is governed by the separate installment payment agreement you accept at checkout/at the time of financing.

Cancellations under this policy still apply, but refunds and payment reversals may be processed:

• to the original payment method, or
• via the financing provider (depending on the installment agreement and their processing rules).

 

5) Minimum trial period before a “100-night trial” return request

If your purchase includes our 100-night home trial, we ask that you sleep on the mattress for at least 14 nights before requesting a trial return, to allow a fair adjustment period.

This is part of our commercial trial terms and is offered in addition to your statutory consumer rights.

 

6) Statutory cancellation rights (EU/Malta)

If you buy online (a “distance contract”), you generally have a 14-day cooling-off period to withdraw, 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.

 

7) Refund timing

Where a refund is due, we process it promptly and in line with applicable legal requirements, and it will be issued to the original payment method (or via the financing provider for installment purchases, as applicable).

 

8) How to request a cancellation/change

Email us with:

• Order number
• Requested change (cancel / change size / change address / delivery notes)