Refund policy

RETURN POLICY

At BUDWING we want you to feel completely secure when buying online. We know that sometimes things don’t go as planned, so we have prepared a simple and transparent policy so you always know what to expect.

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1. RETURN DUE TO WITHDRAWAL FROM PURCHASE

If you change your mind or are not satisfied with your purchase, you have up to 14 consecutive days after delivery to return the product. This period starts on the day you receive the order (or someone on your behalf).

How to start the return:

• Send us an email to info@budwing.com or talk to us on WhatsApp: (+351) 964 589 587;
• Indicate the order number, the reason for the return, and attach photos of the packaging and the product;
• Confirm the quantities and the condition of the boxes to be returned.

Return conditions:

• The product must be in perfect condition, without signs of use, stains, odors, or damage;
• It must be returned in the original packaging and properly sealed. If you no longer have the packaging, you can use another as long as it guarantees the same level of protection (in this case, additional costs may apply).

Cancellation costs:

If the order has not yet been dispatched, cancellation is free.

If it has already been shipped, the following cancellation fees apply:

Additional services (delivery, assembly, and waterproofing)

Some products include extra services, such as home delivery (to a room of your choice), assembly, and waterproofing. In case of return, the following conditions apply:

• The delivery service is always provided at the time of delivery, so it is non-refundable;
• The assembly service, if already performed, is non-refundable;
• The waterproofing service will only be refunded if it has not yet been performed.

These amounts are independent of the return fee applicable to orders already shipped.

Refunds:

• The amount will be refunded using the same payment method you used for the purchase;
• If you have chosen a delivery method more expensive than the standard (e.g., Home delivery to a room of your choice or Delivery with assembly), this difference is not refundable.

 

Pillow Returns

• Regarding pillow returns, we inform you that, for hygiene and consumer protection reasons, it is not possible for us to accept the return of this type of item after delivery.

  Pillows are considered personal use products and, once removed from the original packaging or handled, no longer meet the necessary conditions for resale, ensuring the required quality and safety standards.

Note: for mattresses, you also have the 100 Night Trial Policy, with its own conditions (see point 6).

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2. RETURN DUE TO TRANSPORT DAMAGE

If the packaging is damaged upon delivery:

• Refuse the order and note the damage on the carrier’s delivery note;
• If someone receives it on your behalf, it is important to ensure that this check is also done.

If you discover damage after opening the package:

• Inform us immediately after delivery;
• Send an email or WhatsApp with:
  • Order number;
  • Brief description of the problem;
  • 3 photos (product, packaging, and visible damage);
• Keep the product in the original packaging or pack it securely to avoid further damage.

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3. WRONG OR DEFECTIVE PRODUCT

If you received a product different from what you ordered, or defective:

• Contact us by email or WhatsApp;
• Provide the order number and send at least 3 illustrative photos;
• BUDWING will handle the collection and replacement at no cost to you.

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4. EXCEPTIONS TO THE RIGHT OF RETURN

For legal and hygiene reasons, we do not accept returns of:

• Sealed products that have been opened, except for mattresses included in the 100 Night Trial Policy.

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5. VALUE REDUCTION DUE TO IMPROPER USE

The customer is responsible for any product depreciation resulting from improper handling, beyond what is necessary to check its features or functionality.

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6. 100 NIGHT TRIAL POLICY (APPLIED EXCLUSIVELY TO MATTRESSES)

IMPORTANT NOTE: All mattresses require a natural body adaptation period, which can vary from person to person. It is normal to feel differences compared to your previous mattress during the first few weeks — the body needs some time to adjust to the new surface and the correct spinal alignment.

At BUDWING we believe so much in our mattresses that we give you 100 nights to test them at home, with no pressure.

How it works:

• The 100-night period starts on the day you receive the mattress.
• If during this period you feel it is not the right mattress for you (it is important to consider that there is an adaptation period for your body to the mattress that must be respected), you can exchange it for another BUDWING mattress model.
• Our team provides personalized support to help you find the ideal mattress.
• If you do not want to exchange for another mattress, you can opt for other item(s) from another category.
• If you prefer not to make a direct exchange, we will send you a digital gift card for the value of your purchase, valid for 12 months, so you can choose another BUDWING product when it suits you best.

Exchanges and price differences:

• The value considered will always be what you paid at the time of purchase (product + shipping).
• If you choose a higher-priced mattress, just pay the difference (considering the current value at the time of exchange).
• If you choose a lower-priced model, the difference will be available on a gift card (considering the current value at the time of exchange).

Conditions:

• The mattress must be clean, without stains, odors, or damage.
• It is mandatory to keep the original protective plastic that wraps the mattress during the 100-night trial.
• This plastic must be cut as shown in the video sent by BUDWING, so it can be reused as protection in case of return or exchange.
• If the plastic is not preserved or is unusable, an additional cost may be applied to ensure proper packaging of the product for return transport.
• BUDWING ensures pickup directly at your home, free of charge.

Using a protective cover from the start helps you extend the mattress's lifespan, keeping it clean, hygienic, and comfortable — and avoids worries if you decide to exchange it during the trial period.