Return & Refund Policy
We offer a 30-day return policy from the date you receive your item. Our return and exchange services currently apply to orders from the United States, Germany, and France.
- 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.
- 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.
2.1 What is a Pre-Order
Pre-order items are products that are available for purchase before they are in stock or fully produced. Placing a pre-order means you are reserving the item in advance. The estimated shipping timeline for each pre-order item will be clearly stated on the product page at the time of purchase.
2.2 Order Cancellation
Pre-order cancellations are accepted within 24 hours of placing the order, and a full refund will be issued to your original payment method within 10 business days. After this window, orders enter our production or fulfillment queue and can no longer be cancelled, except in cases where Huloosleep® is unable to fulfill the order.
2.3 Shipping & Delays
We will do our best to ship your pre-order within the timeframe stated on the product page. If a delay occurs due to production, supply chain, or logistics reasons, we will notify you via email with an updated timeline. Huloosleep® is not liable for delays caused by circumstances beyond our control, but we are committed to keeping you informed.
2.4 Returns & Exchanges for Pre-Order Items
- The standard 30-day return window begins from the date you receive the item, not the order date.
- Pre-order items cannot be returned or exchanged during the waiting period before shipment.
- All standard return conditions apply (unused, unwashed, unaltered, original packaging).
- To initiate a return, contact us at hello@huloosleep.com with your order number, return reason, and — if claiming a defect — at least 3 clear photos from different angles or a video of 10 seconds or more.
2.5 Shipping Costs & Refunds
For quality issues or merchant errors, return shipping is covered by Huloosleep®. For non-quality-related returns (e.g., change of mind), the customer is responsible for non-refundable shipping costs. Refunds are issued to the original payment method within 10 business days of receiving the return. If Huloosleep® cannot fulfill your pre-order, a full refund is automatically initiated.
2.6 Pre-Order Items Not Eligible for Return or Exchange
- Cancellation requests submitted more than 24 hours after ordering.
- Return requests made before the item has shipped.
- Customized or personalized items (unless defective).
- Items marked as "Final Sale" or purchased at a promotional discount.
- Items returned without prior authorization, or that are used, washed, or damaged.
2.7 Warranty & Legal Rights
Pre-order items are covered by the 6-Month Limited Warranty starting from the date of receipt. In accordance with EU consumer protection regulations, customers in Germany and France are entitled to a statutory 14-day right of withdrawal from the date of receiving the item. Nothing in this policy affects your statutory rights under applicable local law.
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.
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 to return the original item and purchase the new item separately after the return is accepted.
- Initiate the Process: Contact us at hello@huloosleep.com with your order number, reason for return, and at least 3 clear photos/video for quality defects.
- Return Address: Once approved, we will provide a return shipping label and the address of the nearest global warehouse within 48 hours.
- Shipping Costs: We cover return shipping for quality issues. For non-quality-related returns, customers are responsible for all shipping costs, including the original shipping fee and return shipping fee. These costs will be deducted from the final refund amount if applicable.
- Processing Time: Return requests are processed within 5 working days. The overall transit process typically takes 20 to 30 working 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 on sale items, gift cards, custom orders, personal care products, perishable goods, or hazardous materials. If you have questions about your specific item, please contact our support team.
Huloosleep® mats are rigorously tested, OEKO-TEX® and CPC certified, ensuring they are completely non-toxic and lead-free. Even if internal foam becomes exposed, the material is safe.
- Prevention: Ensure mat fragments or foam do not enter the mouth, eyes, nose, or ears, and keep them away from open wounds.
- Medical Advice: In the event of accidental ingestion or discomfort, seek medical attention immediately.
- Liability: Huloosleep® shall not be legally liable for injuries or accidents resulting from misuse, lack of supervision, or improper handling of damaged products.