5 Year Guarantee

Our lovely Hug Rug mats are quality checked and we guarantee them for five years against manufacturing defects. If you have a problem with your mat, please get in touch with our friendly customer service team on 01484 959301.

All Hug Rugs will be covered for five years from date-of-purchase against issues arising from manufacturing defects and faults. Please keep proof of purchase and note that this cover is only available to the original owner and is not transferable. Please be aware of circumstances that are not covered by our Hug Rug Guarantee:

  • The guarantee period has expired, or the proof of purchase is not presented
  • Damage caused by general wear and tear of the mat
  • Cutting down the mat to be a different size or shape
  • Not following the correct washing and cleaning guidelines
  • Damage caused by UV (Sunlight or other natural phenomena), Fire, Bleach, Coloured Materials or harsh cleaners
Rips, Burns, Tears and Damages due to accident, normal wear and tear, improper care, misuse, or the natural breakdown of colours and materials over time.

Hug At Home will only replace a faulty item with the same or nearest product
available when purchased within five years.
 Consumer guarantee resolution can only be actioned through the original retailer.
 To claim on the guarantee, consumers must supply the following to the Hug At Home team:

  • Copy of their proof of purchase,
 the item or pictures of the item and the defect, 
their address / contact details.

  • Consumers are responsible for giving a secure return shipping address where applicable.
Consumers are responsible for the cost of shipping items to their original retailer.

  • Within the duration of this limited guarantee, Hug At Home, will, having accepted a claim, either repair or replace any defective product with the same or most nearly comparable product available.

This is the exclusive remedy under this warranty. Any and all other remedies and damages that may otherwise be applicable are excluded, including, but not limited to, incidental or consequential damages or punitive damages. This is the only guarantee made by Hug At Home on its products and there are no guarantees which extend beyond the description herein. Any guarantees that may otherwise be implied by law including, but not limited to, any implied guarantee of merchantability for a particular purpose, are excluded.