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What should I do if I received a bad product?

Once the product is received and checked for quantity and quality, Hotels At Home will either exchange or refund the product according to the customer's preference. For defective products, the customer must provide a detailed written report and return the product to them. In this case, the customer will have their postage refunded based on the item's original shipping cost. Refunds will be debited directly to the customer's credit card within 15 business days of receipt of the product by Hotels At Home. If any damage is found in transit, the customer should reject the entire shipment (including the base and mattress), otherwise it cannot be returned or exchanged.

What is their return policy?

Credit or exchange is accepted if the item is returned in new/sellable condition within 14 days of purchase. A refund or exchange will be made at the request of the purchaser. To protect you, their system does not retain credit card information used for purchases. If you owe money on your account, please contact them with this information. Pillows and opened bedding are not accepted for returns or exchanges. Used bedding is non-refundable. All duties and taxes are the responsibility of the recipient and will be assessed upon delivery. Note that all prices listed on their website are listed in Euros.

What is their shipping policy?

Products will be shipped to the shipping address provided by the customer when ordering. Delivery of available products takes up to ten (10) business days (excluding mattresses, bed frames and custom items). Shipping is based on the total undiscounted amount of your order, with the exception of mattresses and bases, which have separate shipping. In Europe, their products are shipped by carrier or by post, on average within 10 business days of confirming your order. For other destinations, please call their customer service department. They currently offer shipping to most international destinations. Shop Courtyard has branches in the US and Europe to better serve their guests. Global sites are independent shopping sites. Product selections and sizes will vary on the global website and will be displayed in local currency.