Terms & Conditions

Use of our Website

References to “we”, “us” or “our” throughout www.hugathome.co.uk ("the website") are to Phoenox Textiles Limited. The use of the website and the purchase of any goods ("Goods") from the Website is governed by these terms and conditions ("Conditions"). We reserve the right to modify these terms and conditions from time to time without notice to you. There is no charge imposed by us for accessing the Website but you must pay the cost of the communications link you use to visit the website. Access to the Website may be suspended, restricted or terminated at any time.


Product Specification

Due to the nature of the materials used 'recycled' content may vary, but with a minimum of 70% recycled cotton (to 30% recycled microfibre). We are always looking for ways to improve our products and we reserve the right to change specifications, colours and materials shown in our brochures and on our web site or to withdraw products without prior notice.


Contract Information

Goods supplied from the Website are supplied by Phoenox Textiles Limited ("Phoenox"), a company registered in England and Wales whose company registration number is 00528027 and VAT number is 183370657 whose registered office address is Spring Grove Mills, Clayton West, HD8 9HH, United Kingdom. Your submission of an order represents an offer to purchase Goods indicated by you and it is not binding on us until we have notified you that an order is accepted. All advertisements and communications are made by us until your order is accepted by us are invitations to treat only and are not offers. This means that if Goods are shown on the site but are not available or are incorrectly priced or otherwise incorrectly described, Phoenox shall not be obliged to sell you those goods.


Limitation of Liability

Whilst we will use reasonable endeavours to verify the accuracy of any information we place on the Website, we make no warranties, whether express or implies in relation to its accuracy. The Website is provided on an “as is” and “as available” basis without any representation or endorsement made and we make no warranties of any kind, whether express or implied, in relation to the Website, or any transaction that may be conducted on or through the Website including but not limited to, implied warranties of satisfactory quality, fitness for a particular purpose, non-infringement, compatibility, security, accuracy, conditions of completeness, or any implied warranty arising from course of dealing or usage or trade.


We make no warranty that the Website will meet your requirements or will be uninterrupted, timely, secure or error-free, that defects will be corrected, or that the site or the server that makes it available are free of viruses or bugs or represents the full functionality, accuracy or reliability of the materials. We will not be responsible or liable to you for any loss of content or material uploaded or transmitted through the Website. To the fullest extent permissible under applicable law, we disclaim any and all warranties of any kind, whether express or implied, in relation to the Goods.


This does not affect your statutory rights as a consumer. You acknowledge that we cannot guarantee and therefore shall not be in any way responsible for the security or privacy of the Website and any information provided to or taken from the Website by you.


We will not be liable, in contract, tort (including, without limitation, negligence), pre-contract or other representations (other than fraudulent or negligent misrepresentations) or otherwise arising out of or in connection with these Conditions for:

  • any economic losses (including without limitation loss of revenues, profits, contracts, business or anticipated savings); or
  • any loss of goodwill or reputation; or
  • any loss which was not brought to the attention of Phoenox at the time the contract was made or any loss that would be an unforeseeable consequence of a breach of the contract by Phoenox; in any case whether or not such losses were within the contemplation of either of us at the date on which the event giving rise to the loss occurred, was suffered or incurred by one of us arising out of or in connection with the provisions of any matter under these Conditions.

Nothing in the Conditions shall exclude or limit our liability for death or personal injury resulting from our negligence or that of our servants, agents or employees.



If any part of the Conditions shall be deemed unlawful, void or for any reason unenforceable, then that provision shall be deemed to be severable from these Conditions and shall not affect the validity and enforceability of any of the remaining provisions of the Conditions.



No waiver by us shall be construed as a waiver of any preceding or succeeding breach of any provision.



Each provision of these Conditions shall be construed as separately applying and surviving even if for any reason one or other of those provisions is held to be inapplicable or unenforceable in any circumstances.


Entire agreement

These Conditions (as amended from time to time) contain the entire agreement between You and Us relating to the subject matter covered and supersedes any previous agreements, arrangements, undertakings, representations or proposals, written or oral, between You and Us in relation to such matters. You confirm that You have read these conditions and, You fully understand them and You also agree that these conditions are the only terms (together with Your network provider agreement) that rule Your relationship with us.



The Conditions shall be governed by and construed in accordance with the laws of England and you irrevocably submit to the exclusive jurisdiction of the courts of England.


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
  • Shrinkage after washing
  • 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 it’s 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.


Online Promotions

From time to time, we may run sales promotions or offer other incentives on the products we supply. The length of time, included products and conditions of any promotion will vary. We reserve the right to withdraw promotions at any time and without notice. Although we instruct affiliates, press and magazines to remove offers or promotions from their sites/publications when no longer valid, we cannot be held responsible for their failure to do so and will not refund any price discrepancies between such articles and our website.


Discount Codes

Only one discount code can be applied on any one order. Discount codes are non-transferrable. Phoenox reserve the right to withdraw the promotion at any time and without notice. Discount codes cannot be used with purchases for Bespoke Sizing Orders, Collaboration Designs, Charity Hug Rugs and Gift Cards or products on sale. Free UK delivery over £75 is applicable to orders equal to or greater than £75 after postage costs and any discounts have been applied.


Gift with Purchase

From time to time, Phoenox may run ‘gift with purchase’ promotions. At such times, certain selected items will be added free of charge to an order as stated in marketing communications. Orders that hit the required criteria will only be eligible to receive a maximum of one free gift unless otherwise stated. While stocks last. If you decide to return the full priced item for a refund, the free item must also be returned. Alternatively, if you wish to keep the free item, then the cost of the free item will be deducted from any refund.



From time to time, we may run prize draws, giveaways or other prize promotions on our site. The length of time the competitions runs for, the conditions of entry to the competition and the prizes for winning the competition will be subject to our discretion. More specific details relating to said competitions will be available on individual landing pages.

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Influencer Giveaway

Sometimes we do giveaways in collaboration with influencers. These will run on their social channel and to enter the giveaway, the specific conditions will be set out in the individual posts such as end dates. Each giveaway will have the specification of following Hug Rug and the influencers social media account, liking the post and commenting on the post. Unlimited entries per person. There will be 1x winner, the post and the winners will be chosen at random and contacted directly by us, the winner then has 7 days to claim their prize. The winners can choose 1x any Hug Rug mat (65x85cm) and runner (65x150cm) in any of the Hug Rug range, excluding charity designs. Please note, we would never ask for bank details for a giveaway. Mainland UK and 18+ only. Prize cannot be transferred or exchanged for cash alternative. Phoenox Textiles reserves the right to withdraw this competition at any time.


National Hug Day Giveaway

Our Hug Rug National Hug Day giveaway on social media starts on 21st January 2024 and finishes on 21st January 2024 at 11:59pm. To enter you must be following Hug Rug, like and comment/tag a friend on the relevant promotional post, for an extra entry the post can be shared to your story. Unlimited entries per person. There will be 1x winner from Instagram or 1x winner from Facebook, the winners will be chosen at random and contacted directly by us on Monday 23rd January, the winner then has 7 days to claim their prize. The winners can choose 2x any Hug Rug mat (65x85cm) in any of the Hug Rug patterned and plain colours to share between themselves and their chosen friend. Mainland UK and 18+ only. Prize cannot be transferred or exchanged for cash alternative. Phoenox Textiles reserves the right to withdraw this competition at any time.


World Kindness Competition

Our World Kindness day competition starts on the 13th of November 2023 at 10am and finishes on the 14th of November 2023 at 9am. To enter you must comment on the photo posted and tag a friend. The winner will be chosen at random and will be contacted directly by us on 14/11/2023, the winner then has 7 days to claim their prize. The winner will receive a Hug Rug mat (65x85 pattern or 50x75 plain) of their choice, excluding charity or collaboration designs, this prize cannot be transferred or exchanged for cash alternative. Mainland UK and 18+ only. The winner will receive their prize via DHL delivery service. Phoenox Textiles has the right to withdraw this competition at any time. 


 Bespoke Sizes 

All orders placed for Bespoke sized products cannot be cancelled and are sold on a non-returnable and non-refundable basis, unless faulty. Any lead times provided are only a guide as these may be affected by factors outside of our control.

Price Match Guarantee

If you find one of our products at a lower price elsewhere you can make a price match request. To do this please get in touch with our customer service team by sending them a website link to the lower price item. Products need to be like for like, with same weight, size and composition. Not applicable to sale items.


24 Days of Christmas Advent

Over the first 24 days in December 2023 we will be sending out a different offer each day. The offer or giveaway will last just 24 hours, starting at 0:00am until 23:59pm that day.

Some are first come first served with a limited number uses available, so once they are all used the offer will be gone. Others will be money off certain products or collections. BOGOF offers will deduct the price of the cheapest product. Other discount codes cannot be used within conjunction of these offers. Unfortunately discount codes cannot be used against charity, collaboration or sale products. Each day’s offer will be outlined on email, web page and socials that will also explain how to claim that days offer. Offers are subject to availability and may be changed or sell out. Offers cannot be transferred or exchanged for cash alternative. Phoenox Textiles reserves the right to withdraw any of these offers at any time.

Giveaways can be entered through our Facebook, Instagram and website (or all three) and a winner will be chosen at random. We will aim to contact the winner the next working day and they will have seven days from then to claim their prize. We will only contact you off our official account so beware of scams and remember we will never ask you for your payment details for a competition! 

Hug At Home & Boutique Luxury Retreats Giveaway Terms & Conditions

1. No purchase necessary to enter the competition.
2. Entrants must be UK residents aged 21 or over. And guests of the prize must be aged 21 or over.
3. The Promoters accept no responsibility for any entries that are incomplete, illegible, corrupted or fail to reach the Promoters by the relevant closing date for any reason. Entries via agents or third parties are invalid.
4. The Prize – 1 x winner will win a 2-night mid-week stay in January, February or March 2024 for a maximum of 2 adults at Well Furlong, Shepherds Retreat, Cotswolds subject to availability.
5. Travel costs are not included.
6. Prize must be booked before the end of January 2024.
7. The prize is non-transferable, non-refundable, and there is no cash alternative.
8. To enter on socials, entrants must follow the Instagram accounts of both Hug Rug and Boutique Luxury Retreats. To enter on email, the entrants must enter their email address on the giveaway page on Hug At Home and by doing so, consent to sharing their email data with both Hug At Home and Boutique Luxury Retreat. Email entrants accept they may be contacted by their email with marketing information, you can unsubscribe at any time.
9. The winner will be selected in a random draw conducted by Hug At Home from all valid entries received by the closing date of 1st January 2024 at 11.59pm.
10. The winner will be contacted by email or direct message on Instagram from @hug__rug, on the 2nd of January. In the event that the winner has not responded within 7 days then the promoter will reallocate the prize to a reserve winner.
11. The prize must be taken as stated and no compensation will be payable if a winner is unable to use the prize as stated.
12. The winner will be liable for all costs and expenses not stated relating to claiming or partaking of the prize.
13. By entering, winners agree that if they win, they will participate in any reasonable publicity arranged by the Promoters or their agencies.
14. By entering the promotion entrants confirm that they have read and agree to be bound by these terms & conditions and by the decisions of the Promoters, which are final in all matters relating to the promotion. Failure to do so will result in the forfeiture of the prize. No correspondence will be entered into.
15. The Promoters or their agencies will not be responsible for the non-inclusion of entries as a result of technical failures or otherwise, including any such failure which is within the control of the Promoters or their agencies. Proof of submission of entry is not proof of receipt of entry.
16. To the full extent permitted by law the Promoters will not accept liability for any loss, damage, injury or death arising from acceptance of the prize or participating in this promotion beyond its reasonable control.
17. The Promoters are Hug At Home (Phoenox Textiles Ltd) and Boutique Luxury Retreats (Hooleytime Ltd).
18. These terms and conditions are governed in accordance with the laws of England and Wales.
19. This giveaway is in no way sponsored, endorsed or administered by, or associated with, Instagram.