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Warranty & bed care
Every Huxberry® product is covered against manufacturing defects from the day it is delivered. Here is exactly what is covered, for how long, how to make a claim, and how to keep your mattress at its best.
| Product | Warranty | Covers |
|---|---|---|
| Huxberry mattresses | 10 years | Manufacturing defects in materials and workmanship |
| Huxberry beds | 1 year | Manufacturing defects in frame, upholstery and workmanship |
| Sofas, armchairs, ottomans, nightstands and other furniture | 1 year | Manufacturing defects in frame, upholstery and workmanship |
| Bedding accessories: sheets, duvets, pillows, toppers and protectors | 1 year | Manufacturing defects in materials and workmanship |
| Huxberry kitchens and wardrobes | 5 years | Cabinets, against manufacturing defects |
| Hypnos mattresses and toppers | 10-year international warranty | Provided worldwide by Hypnos Beds Ltd, UK. Details at hypnosbeds.com |
Warranty periods run from the date of delivery and apply to the original purchaser. Custom-size and made-to-order items are covered on the same terms.
01 · Making a claim
Three steps, and we handle the rest
Step 1
Email us
Write to info@huxberry.com within one month of the defect becoming evident, with your original invoice. Claims must come from the original purchaser.
Step 2
We call you back
A customer service representative will be in touch within 24 hours to understand the issue and, where needed, arrange an inspection.
Step 3
Repair or replace
If a manufacturing defect is confirmed, Huxberry will repair or replace the product, at our option, at no charge within the UAE. The warranty period continues from your original delivery date.
02 · Coverage
What counts as a manufacturing defect
Covered
Mattresses
- Wires that are loose, broken or protruding through the fabric.
- Sagging: body impressions of at least 1.5″ (3.8 cm) deep on the sleep surface (on each side, for two-sided mattresses), provided the mattress has been continuously supported by a suitable foundation and used with an appropriate bed frame with centre support, or a minimum of five cross slats concentrated in the middle third for queen and king sizes.
Beds, sofas and wood furniture
- Broken or loose parts.
- Splitting, bending or warping of the frame.
- Loose fabric upholstery.
Not covered
- Where the Huxberry bed care guide has not been followed.
- Evidence of abuse, misuse, or damage through neglect or accident.
- Products that are soiled, stained, torn or damaged through neglect or misuse.
- A mattress that has not been rotated (and, for two-sided mattresses, turned) in line with its care instructions.
- Normal softening of comfort layers, comfort preferences, or changes in height or size requirements over time.
- Fabric wear, fading or pilling from normal use.
Huxberry shall not be liable for incidental or consequential damages arising out of the use or inability to use the product, or for breach of this or any other express or implied guarantee.
03 · Bed care
A few habits that add years to your mattress
These guidelines protect your investment and keep every night as comfortable as the first.
- Never place a new mattress on an old or inadequate bed base.
- Do not drop or bend the mattress.
- Let the mattress air for a few hours before covering it with your Huxberry or Clean Rest protector or encasement and your linens. This dissipates the new-mattress smell and lets it settle into its new environment.
- Rotate the mattress head-to-toe (and turn it over, if it is two-sided) in line with the care instructions supplied with it.
- Always use a waterproof mattress protector: stains and soiling are not covered by the warranty.
04 · Delivery, exchanges and refunds
Before and after your order arrives
Delivery
- Mattresses and accessories: within 5 working days.
- Beds, sofas and furniture: within 14 working days.
- Kitchens, wardrobes and customised interiors: estimate 45 days.
- Delivery and installation are free on orders of AED 500 and above, anywhere we deliver in the UAE. Orders below AED 500 carry an AED 100 delivery charge, shown at checkout before you pay. Deliveries run Monday to Saturday, within the UAE only.
Exchanges and refunds
- Every item is made to order, so orders cannot be refunded or cancelled once confirmed and paid. Please verify sizes, materials and requirements before ordering.
- The one exception is our 30-night mattress exchange: sleep on your Huxberry mattress for 30 calendar days from delivery and, if it isn’t right, we will arrange a single exchange.
Exchange conditions
- Standard-size Huxberry mattresses only. Custom sizes are not eligible.
- A mattress protector must be purchased with the mattress and used from the first night.
- One exchange per order; the mattress must be clean, undamaged and unstained.
- Not applicable to Hypnos mattresses, beds, sofas and furniture, kitchens, wardrobes, or bedding accessories.
How a mattress exchange works
Step 1 · Send us an email
After 30 calendar days from delivery, email info@huxberry.com with: product details, reason for exchange, invoice details (showing the mattress and protector) and original mode of payment. Our team will reach out within 24 hours. Please do not send the product back to the manufacturer.
Step 2 · Product inspection
Once your details are verified, a Product Inspection Specialist will process your request, verify the present condition of the mattress and transport it back to our facility. We ask for your cooperation during this procedure.
We reserve the right to decline exchange requests where the reason does not fall within genuine product dissatisfaction, or where the conditions above are not met.
If the mattress is damaged, soiled, torn or stained, the Specialist will discuss eligibility with you. If the request is genuine and the mattress is in good condition, we will process the exchange promptly and take your feedback on board.
You will not pay exchange shipping costs: the returned mattress is collected when the new one is delivered.
Questions about your warranty?
Our team replies within 24 hours, seven days a week.
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