Politique de remboursement

• 30-Day Window: You have 30 days after receiving your item to request a return or exchange.
• Item Condition: Returned items must be in their original, unused condition, with intact packaging and labels. We do not accept items that have been worn, damaged, washed, or altered.
• Vacuum-Compressed Products (Play Mats & Foam Items): As our play mats are specifically designed for families with infants and young children, maintaining strict hygiene is our highest priority. Once the inner sterile vacuum seal has been opened, the product is exposed to the external environment and can no longer be certified as brand-new for another family. In addition, the foam expands to its full size and cannot be re-compressed at home.
• Prior Authorization Required: Items returned directly without prior confirmation and approval will not be accepted.
• Proof of Purchase: An order number and a receipt or screenshot of your purchase confirmation are required.

Huloosleep® provides a 6-month (180-day) limited warranty starting from the purchase date for products bought through official channels. (Second-hand items or unauthorized third-party purchases are excluded).

• What is Covered: Damage found immediately upon unboxing (shipping damage) and structural defects during normal use.
• What is Not Covered: Damage caused by sharp objects (knives, pet claws), abnormal conditions (extreme heat, fire, sub-zero freezing), or chemical reagents. Cosmetic changes from normal use, including surface soiling, staining, discoloration, dust accumulation, or fading caused by sunlight exposure or regular household/foot traffic. Gradual reduction or loss of water-resistant performance over time. Natural softening, gradual reduction in foam rebound resilience over extended daily use, localized indentations resulting from prolonged heavy static compression, or surface/floor damage caused by localized heat trapping over active radiant floor heating systems under heavy furniture.

Note on Vacuum Packaging: Our mats are vacuum-sealed for shipping. It is normal for them to take 2 to 5 days to fully regain shape and elasticity. Your warranty remains fully valid during this recovery period.

The fastest way to exchange a product is generally to return the original item and purchase the new item separately after the return request has been reviewed and approved.

• Initiate the Process: Contact us at hello@huloosleep.com with your order number and the reason for your return or exchange request.
• Quality, Damage, or Size/Specification Claims: If you believe your item is defective, damaged, or materially different from the product description, including a significant discrepancy between the actual item dimensions and the dimensions stated on the product page, please provide clear supporting evidence for our review.
  
  All quality, damage, and material discrepancy claims are subject to review and confirmation by Huloosleep® based on the information and supporting evidence provided. A customer's description of an issue, by itself, does not constitute confirmation of a defect, damage, or material discrepancy.
  
  Huloosleep® may request additional information, photos, video, measurements, or other reasonable evidence where necessary to assess the reported issue. The review will consider the submitted evidence, applicable product specifications, the condition of the item, and the relevant circumstances of the claim.
  
  For quality- or damage-related claims, please provide at least 3 clear photos or 1 original, uninterrupted video of at least 10 seconds. Any video submitted must be recorded in one continuous take and must not contain cuts, pauses, edits, spliced footage, or interruptions. The video must clearly show the full item and the reported quality or damage issue in sufficient detail for review.
  
  For size-related claims, the item must be laid completely flat on a level surface, without stretching, folding, rolling, or altering its shape.
  
  You may submit either 1 original, uninterrupted video of at least 10 seconds showing the complete measurement process, or the required photos listed below.
  
  If you submit a video, it must be recorded in one continuous take and must not contain cuts, pauses, edits, spliced footage, or interruptions. The video must clearly show:
  • The full item laid flat before measurement;
  • The measuring tape or ruler being placed from one edge of the item to the other;
  • The measuring tape or ruler remaining in the same position throughout the measurement process;
  • The complete length and complete width measurements; and
  • A final full view of the item, the measuring tape or ruler, the measurement start point, the measurement end point, and the final measurement reading.
  The measuring tape or ruler must not be moved, repositioned, folded, lifted, or adjusted after it has been placed for measurement. If the camera needs to move to show measurement details, it must move continuously without interruption. The item and measuring tool must not be taken out of view and repositioned before the final measurement result is shown.
  
  If you submit photos for a size-related claim, please provide:
  • One photo showing the full item laid flat on a level surface;
  • One photo clearly showing the measuring tape or ruler positioned from one edge of the item to the other;
  • One photo showing the complete length measurement;
  • One photo showing the complete width measurement; and
  • One final full-view photo showing the item, the measuring tool, the measurement start point, the measurement end point, and the final reading.
  Please measure the item from edge to edge while it is laid flat. Minor measurement variations within any tolerance disclosed on the applicable product page are not considered a product defect or a material discrepancy. We may request additional photos or video if the submitted evidence does not clearly verify the measurement method, measurement endpoints, product condition, or claimed discrepancy.
• Return Authorization & Resolution: Return approval is not automatic. After reviewing the return request and any required supporting evidence, Huloosleep® will determine whether the reported issue qualifies for a return, exchange, refund, replacement, or another applicable after-sales resolution under this policy.
  
  Where a reported quality issue, damage, material discrepancy, or merchant error is confirmed, Huloosleep® will provide an appropriate resolution based on the circumstances of the case and the terms of this policy.
  
  Depending on the nature of the issue and the available resolution, Huloosleep® may offer an alternative after-sales solution instead of requiring a physical return, including a replacement, refund, partial refund, store credit, or another reasonable remedy. Any proposed alternative resolution will be communicated to the customer before processing.
• Return Address & Shipping Arrangement: If a physical return is approved, Huloosleep® will provide the applicable return instructions and designated return address.
  
  Where Huloosleep® confirms that the return is required due to a quality issue, damage, or material size/specification discrepancy attributable to Huloosleep®, Huloosleep® will determine the applicable return shipping arrangement. This may include providing a return shipping label or another reasonable shipping solution, as appropriate to the circumstances.
  
  Customers should not send products to any address without receiving return authorization and instructions from Huloosleep®.
• Shipping Costs: For a confirmed quality issue, damage, or material size/specification discrepancy attributable to Huloosleep®, where a physical return is required, Huloosleep® will handle the applicable return shipping arrangement in accordance with the resolution provided.
  
  For non-quality-related returns, including change-of-mind returns or customer-side sizing decisions, the customer is responsible for applicable return shipping costs and other non-refundable shipping charges, subject to the conditions of this policy.
• Processing Time: Return requests are reviewed within 5 business days. Once a return is approved and shipped, the overall return transit and processing time typically takes 20 to 30 business days.

After we receive and inspect your returned item, we will notify you of the approval status. If approved, a refund will automatically be issued to your original payment method within 10 business days.

Please note that banks and credit card companies may require additional time to process the credit. If 15 business days have passed since approval and you have not received the funds, please contact your bank immediately.

We do not accept returns or exchanges on Flash Sale items (including products labeled as "Limited Time Offer" or "Flash Deal"), gift cards, custom orders, personal care products, perishable goods, hazardous materials, or opened vacuum-compressed foam products (including play mats) for non-quality-related reasons.

Opened vacuum-compressed products may be reviewed for quality, damage, incorrect-item, or other merchant-responsibility claims where applicable. Any such claim remains subject to review and confirmation by Huloosleep® based on the supporting evidence provided.

All Flash Sale purchases are considered Final Sale and are non-refundable unless defective upon arrival, subject to applicable law. If you have questions about your specific item, please contact our support team.

Due to variations in monitor and mobile screen display settings (such as brightness, resolution, and color calibration), as well as ambient lighting conditions during professional product photography, the actual color of the physical item you receive may differ slightly from the digital images shown on our website or marketing materials.

In addition, slight color variations between different production batches (dye lots) may naturally occur due to fluctuations in temperature, humidity, and raw material characteristics during the textile manufacturing process. This is an inherent, universally expected phenomenon in the textile industry and does not indicate a defect, inconsistency, or quality issue.

By placing an order on our website, you acknowledge and agree that such minor color variations — whether caused by electronic display discrepancies, photography lighting, or standard manufacturing dye lot differences — do not constitute a "product defect" or "item not as described." Consequently, return or exchange requests submitted solely based on color discrepancies will not be classified as quality-related claims. These requests will strictly follow our standard non-quality-related return procedure, meaning the customer will be responsible for all return shipping fees and associated costs.

If you require a highly precise shade or have concerns about a specific color before purchasing, please contact us at hello@huloosleep.com. Our team will be happy to provide additional reference photos under natural light prior to your order.

Product dimensions and size specifications are clearly provided on each individual product page. Before placing an order, customers are strongly encouraged to measure their intended living space or nursery floor area with a physical measuring tape and compare those measurements with the listed product dimensions to confirm that the selected size is suitable for their intended space.

Our play mats are vacuum-compressed for efficient shipping. The physical dimensions of the exterior shipping carton or compact transit packaging do not represent the product's final usable size. The mat naturally expands toward its full stated dimensions after unpacking and recovery. Customers should therefore use the listed product dimensions on the product page, rather than the dimensions of the shipping package, when determining whether the product will fit their intended space.

If the product received corresponds to the dimensions stated on the applicable product page, a mismatch between the selected product size and the customer's intended space, room layout, furniture placement, or available floor area is considered a customer-side sizing or ordering decision. It does not, by itself, constitute a product defect, merchant error, or "item not as described."

Minor measurement variations may naturally occur due to standard textile manufacturing, compression, foam recovery, and manual measuring conditions. Such variations will be evaluated against the applicable product specifications and any measurement tolerance disclosed on the applicable product page. Variations within the applicable disclosed tolerance do not, by themselves, establish that the product materially differs from the stated specifications.

Return or exchange eligibility remains strictly subject to the applicable conditions stated in Section 1 of this policy. Customers are responsible for selecting the size that best suits their intended space before placing an order.

If you have any questions about product dimensions or need assistance selecting a size before ordering, please contact us at hello@huloosleep.com.

Our products are treated with a water-resistant (water-repellent) surface coating designed to help repel accidental liquid spills and light moisture during initial use, facilitating quick and easy cleanups.

Please note that water resistance is a surface treatment subject to natural physical wear, not a permanent liquid barrier. Over time, continuous daily friction, routine foot traffic, machine washing, frequent wiping, or chemical detergent use will naturally weaken and eventually degrade this coating. This gradual reduction in water repellency is standard wear and tear and does not constitute a product defect, inconsistency, or failure.

Return, exchange, or warranty claims submitted for the gradual loss of water repellency following product usage will not be classified as quality-related defects. Such requests will strictly follow our standard non-quality-related return procedure (or be ineligible for replacement once used/opened).

Huloosleep® products are crafted with premium high-density memory foam to offer supportive, comfortable cushioning for your family. Like all high-grade viscoelastic foam materials, memory foam possesses distinct physical characteristics that naturally react to prolonged pressure, ambient temperature, and daily usage over time:

• Prolonged Heavy Compression: Placing heavy furniture, continuous heavy objects, or concentrated weight on specific spots for an extended period can impair the localized cell structure of the foam, causing temporary or long-term indentations and reduced local rebound speed.
• Natural Softening & Resilience Evolution: With regular daily use, memory foam naturally undergoes a gradual softening process and a minor loss of initial spring-back elasticity.

These physical changes are standard, universal characteristics of flexible polyurethane memory foam across the bedding and textile industries and do not represent a manufacturing defect, material failure, or quality issue. For further technical guidance on flexible polyurethane foam performance, you can refer to industry resources such as the Polyurethane Foam Association (PFA).

Care Tip for Longevity: To keep your mat looking and feeling its best, we recommend occasionally rotating the mat and avoiding leaving heavy, sharp-edged furniture resting continuously on the same spot for long durations.

Huloosleep® play mats and foam rugs are designed to be compatible with standard residential radiant underfloor heating systems when surface temperatures are maintained below 28°C (82°F).

Because 1.3" high-density memory foam is an effective thermal insulator, covering active heated floors can naturally restrict upward heat dissipation. Placing heavy furniture (such as solid wood coffee tables, heavy sofas, or dense flat-bottomed items) continuously on the mat while radiant floor heating is running causes localized heat trapping. Under continuous high temperature and concentrated downward pressure, the trapped heat may cause backing material softening, plasticizer migration, or transfer marks/discoloration onto delicate wood finishes, polyurethane coatings, or vinyl flooring.

Please note that surface discoloration, adhesive transfer, or subfloor damage resulting from localized heat accumulation under heavy furniture over active floor heating is considered improper environmental usage and is strictly excluded from our 6-Month Limited Warranty. Huloosleep® shall not be held liable for secondary floor damage caused by excessive thermal entrapment.

Best Practice: Keep floor heating thermostats at or below 28°C (82°F), and avoid positioning heavy static furniture directly on the mat during active heating cycles.

• Testing & Material Compliance: Huloosleep® products are made using the materials and specifications identified for each product. Children’s products are accompanied by a Children’s Product Certificate (CPC) documenting compliance with applicable U.S. consumer safety standards listed in that certificate. Any OEKO-TEX® STANDARD 100 or other third-party certification applies only to the specific product, components, or batches covered by the relevant valid certificate, with details available upon request. Testing and certification verify compliance with defined standards but do not guarantee that no individual will experience a skin reaction or sensitivity.
• Safe Use, Inspection & Supervision: Products must be used strictly in accordance with their intended purpose, care guides, and safety warnings under direct, active adult supervision at all times. Inspect the mat before each use; if the outer covering is torn, foam is exposed, or fragments become loose, immediately discontinue use. Exposed foam or loose fragments constitute potential choking hazards and must be kept away from the mouth, nose, eyes, ears, and open wounds.
• Health Concerns & Reporting: If a user experiences an adverse skin reaction or discomfort, stop use immediately and seek appropriate medical advice. If any component is swallowed, inhaled, or causes breathing difficulty, seek emergency medical assistance immediately; Huloosleep® does not provide medical advice or diagnosis. To report a defect, damage, or safety concern, cease use and contact us at [hello@huloosleep.com] with your order number, a factual description, and supporting photos or video. A medical certificate is not required to report an issue, request troubleshooting, or initiate a return, and safety reports are reviewed regardless of the standard return window.
• Assessment of Claims & Documentation: Every report is reviewed individually based on the facts, and remedies for a confirmed product defect do not depend on establishing the cause of any health condition. A reported symptom, by itself, does not establish that a product is defective or non-compliant. For a formal personal injury, illness, or compensation claim, Huloosleep® may request documentation from a licensed healthcare professional evaluating the condition and any potential link to the product, as well as the physical item kept in its current condition for technical inspection. Please do not submit medical records unless specifically requested.
• Misuse & Limitation of Liability: To the maximum extent permitted by applicable law, Huloosleep® is not liable for loss, damage, or injury resulting from misuse, abuse, external damage (including sharp object punctures or pet damage), unauthorized modification, failure to follow care or supervision instructions, or continued use after tears, material degradation, or foam exposure that the user noticed or reasonably should have noticed, regardless of the underlying cause of such wear. Nothing in this section limits or excludes any statutory consumer rights, remedies, or liabilities that cannot lawfully be limited or excluded under applicable law.