Returns

Return Policy and Warranty

Clarity, honesty and full protection of Your rights as a consumer.

Last update: June 2025 Complies with EU Directive 2011/83/EU Market: Cyprus / EU Quick overview — what you are entitled to Down products: 15-day trial period for a full return. Bed linen: 14 days from receipt (unused). Warranty: 2 years for duvets and pillows, 2 years for mattress toppers. All amounts are refunded via bank transfer within 5 working days.

Terms and Conditions for Return of Products

Down products — duvets and pillows

We understand that the quality of sleep is a personal experience. Therefore, we provide a 15-day trial period, starting from the day of receipt of the product. If you are not completely satisfied, you can initiate a return for a full refund of the product value.

Deadline: 15 calendar days from the date of receipt
Refund: full product price (excluding delivery costs)
The transport during return is at the expense of the customer

Bed linen — sheets, pillowcases, protectors

For textile products for the bedroom, the standard conditions for distance trade according to EU law apply.

Deadline: 14 calendar days from the date of receipt
The products must be unopened and unused
Trying out is not permissible for textiles for the bedroom

Hygienic restriction (mandatory) According to Art. 57, para. 1, item 5 of the Consumer Protection Act and Directive 2011/83/EU, unpacked and used textiles, intended for hygienic use (pillowcases, sheets, mattress protectors), cannot be returned. A product, used more than one night, is considered used, and not "tested".

Summary Table — Right of Return

Product category	Deadline	Condition	Status
Duvets and pillows (down)	15 days	Looking new, original packaging	Permissible
Bed linen (sheets, pillowcases)	14 days	Unopened, unused	Conditional
Mattress protectors (used)	—	Hygienic prohibition	Not accepted
Products with non-standard size	—	Customized order	Not accepted
Defective product (warranty)	In warranty period	Proven manufacturing defect	Is covered

Exceptions — What Is Not Subject to Return

Personalized products

Non-standard sizes, specified by the customer
Specific configuration upon order
Sizes outside the standard range of the site

Ground: EU Directive 2011/83/EU, art. 16, item (c)

Hygienic restrictions

Unpacked and used textile for the bedroom
Pillowcases, sheets after use
Mattress protectors after use

Ground: CPA, art. 57, para. 1, item 5

Mandatory conditions for acceptance of every return

Regardless of the category, the returned products must meet the following criteria:

Not passed through manual or machine washing
In original packaging with all labels
Without visible traces of use or damage
In excellent commercial look

How to Initiate a Return — Step by Step

Fill out the return form (RMA) Visit our online form or contact us directly by phone or email.

Provide the necessary information Number of the order, address for pickup, items for return, reason, photos if necessary, and a bank account (IBAN + three names).

Receive instructions for sending Our team will confirm the request and will send you specific instructions for sending the parcel back to us.

Send the product Pack carefully and send to the specified address. Save the waybill for tracking. The costs for transport during a standard return are at the expense of the customer.

Receive a refund After receipt and inspection of the parcel — the amount is transferred via bank transfer within 5 working days.

Contacts for Return

Phone

+357 96 235153

E-mail

cristina@poohy.eu

Online return form

Refund of Amounts

The amount is transferred solely via bank transfer — not in cash and not through a card. It is necessary to provide an IBAN and three names of the holder of the account.

Deadline for transfer: up to 5 working days after receipt and inspection of the parcel
Method: bank transfer (only)
During a standard return: the product price is refunded, excluding delivery costs
In a warranty case upon our initiative: the delivery costs can be covered by Poohy

Important regarding delivery costs During the 15-day trial period: the customer pays the costs for return. In a claim under warranty, initiated by Poohy: the delivery costs are covered by us. In the remaining cases — the customer carries responsibility for the transport costs.

Warranty Policy

Every product of Poohy is accompanied by a commercial warranty, covering manufacturing defects under normal use and maintenance.

Warranty period

Duvets and Pillows

2 years

Warranty period

Top Mattresses (toppers)

2 years

What the warranty covers

Defects in the material under normal use
Manufacturing defects in the workmanship
Non-conformity of the product with the description under normal conditions

Upon an established defect, Poohy will repair or replace the product/part within the warranty period without additional costs.

What the warranty does not cover

Damages from incorrect maintenance, washing or drying
Normal loss of volume with time under prolonged use
Mechanical damages during transport by the customer
Defects, caused by use outside the recommendations for the product

Difference between Warranty and Right of Withdrawal The right of withdrawal (14/15 days) is a consumer right in distance sales — it can be exercised without stating a reason, as long as the product is in its original look. The warranty covers subsequent manufacturing defects under normal use — regardless of the period of purchase, within 1–2 years. Both rights are independent and are not mutually exclusive.

Frequently Asked Questions

Can I return a duvet that I have used only 3 nights?

Yes — within the 15-day trial period, if the product is in a good commercial look, without washing and with the original labels. The short testing is permissible. A product, used actively more than two weeks, is considered used.

Do I need to keep the original packaging?

Yes. The original packaging is a mandatory condition for acceptance of the return. We recommend to keep it at least 15 days after receipt, until you are convinced in your choice.

Can I return a sheet that I have opened, but I have not used?

It depends on the specific case. If the packaging is open, but the product is absolutely new, contact us. In textiles for the bedroom, the legislation sets restrictions due to hygienic reasons after unpacking.

How much will I wait to receive my money back?

Up to 5 working days after we receive and check the parcel. We will notify you by email upon processing. The amount is transferred only via bank transfer (IBAN).

Do I have to pay for the sending during return?

In a standard return in the trial period — yes, the costs for transport are at the expense of the customer. In a claim due to a manufacturing defect, initiated by Poohy — we cover the costs.

I ordered a duvet with a non-standard size. Can I return it?

No. The products, made according to an individual size, specified by the customer and not included in the standard product range, are excluded from the right of withdrawal according to Directive 2011/83/EU, art. 16(c). Please, check the sizes carefully before ordering.

I discovered a defect 6 months after the purchase — how to proceed?

Contact us by email or phone with a description of the problem and photos. The duvets and the pillows are under warranty for 2 years. Upon a confirmed manufacturing defect, we will repair or replace the product without additional costs.

How to understand whether the defect is manufacturing or from use?

Manufacturing defects include: migration of down from the seams, tearing of the fabric under normal use, non-conformity of weight/density with the description. The normal settling of the down with time or a change after incorrect washing are not covered by the warranty.