Do you want to return a product?
No problem — you have 14 consecutive days after delivery to return your order, even if the product is in perfect condition, in case you have changed your mind. Follow the steps below.
How to start the return request
-
Send an email to info@budwing.com or talk to us via WhatsApp: +351 964 589 587.
-
Indicate the order number, the reason for the return and attach photos of the packaging and the product.
-
Ensure that the product is:
-
In perfect condition and without signs of use;
-
Preferably in the original packaging (or one that guarantees the same level of protection).
-
⚠️ Note: If you no longer have the original box, make sure the product is well packed to avoid damage during transport.
Costs associated with the return
If your order has not yet been shipped, the cancellation is free.
If it has already been sent, we apply a return fee on the total amount, depending on the country:
-
Portugal — 10%
-
Spain, France, Italy, Germany, Benelux (Belgium and Netherlands) — 20%
This fee covers the logistical costs of collection and return transport.
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 — it is non-refundable.
-
The assembly service, if already performed — it is non-refundable.
-
The waterproofing service — is only refunded if it has not yet been performed.
These amounts are independent of the return fee mentioned above.
Products we do not accept for return
-
Sealed products that have been opened (for hygiene reasons).
-
Items with signs of use or excessive handling.
Any use beyond what is necessary to verify the characteristics or functioning of the product may reduce the refund amount.
Want to know all the details? Check our Return Policy.
How does the 100-night trial policy work for 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 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 that it is not the right mattress for you (it is important to consider that there is a body adaptation period 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 is more convenient for you.
Exchanges and price differences:
- The value considered will always be what you paid at the time of purchase (product + shipping).
-
If you choose a mattress of higher value, you only need to pay the price difference (considering the current price at the time of exchange).
-
If you opt for a model of lower value, the difference will be available on a gift card (considering the current price 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 period.
-
This plastic must be cut as indicated in the video sent by BUDWING, so that it can be reused as protection in the event of a 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 shipping.
-
-
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 during the trial period.
Did you receive the wrong product?
If you received something you didn't order or the order was incomplete, we take care of everything. We will collect the product at no cost and deliver the correct one to you, hassle-free.
How to proceed in this case?
1. Send an email or message with the order number.
2. Attach photos of what you received and the packaging.
3. Explain what is missing or wrong.
The process is simple and quick — we want you to be satisfied with what you ordered.
How and when is a refund made?
The refund is made up to 14 days after we receive the product or proof of shipment (whichever comes first). We use the same payment method used in the purchase, unless otherwise requested.
Product arrived damaged or wrong?
If your order arrived with issues, we're here to help. There are two types of situations: visible damage and hidden damage.
Visible damage at the time of delivery
If you see that the packaging is damaged, refuse the delivery and write this on the carrier's form. This step is mandatory to activate insurance and claim with the carrier.
⚠️ If someone else receives it for you, make sure they check everything before signing.
Damage discovered after opening
If you notice damage after opening the box, let us know as soon as possible. This way we can act quickly with the carrier or supplier.
📩 How to report an incident
1. Contact us by email (info@budwing.com) or WhatsApp (+351 964 589 587).
2. Provide the order number, describe the problem, and send at least 3 photos (product, packaging, and damage).
3. Make sure you check the quantities and that the product is well packed for the return.
As in other cases, we recommend using the original packaging. If that's not possible, carefully pack it in a properly suitable package.