Refund policy
Your access to our website and your use of it are governed by the general terms and conditions set out below. We draw your attention to the need to read these general terms and conditions carefully. For any questions, please do not hesitate to contact us at the following address: hello@hiboo.be
Our general terms and conditions of sale
Your access to our website and your use of it are governed by the general terms and conditions set out below.
We draw your attention to the need to read these general terms and conditions carefully.
For any questions, please do not hesitate to contact us at the following address: hello@hiboo.be
Hiboo 1: Information about Hiboo
Hiboo
Registered office: 56 Rue Armand Campenhout – 1050 Ixelles, Belgium, company number BE0723768468.
Email: hello@hiboo.be
The Website is a platform for the discovery, sale and online purchase of products designed to improve your sleep (hereinafter the "Service").
Any questions or complaints relating to the Website, these general terms of use (hereinafter the "GTU"), the general terms of sale (hereinafter the "GTS"), the privacy charter (hereinafter the "Charter") and the cookie policy (hereinafter the "Cookie Policy") may be addressed to HIBOO sprl at the address mentioned above or at the following email address: hello@hiboo.com.
Hiboo 2: Acceptance of the general terms and conditions of sale
Access to the Website is subject to these GTU, the Charter, the Cookie Policy and applicable laws and regulations. Accordingly, accessing the Website implies the user's (hereinafter "the User") full and unreserved acceptance of these GTU, the Charter and the Cookie Policy.
These GTU, the GTS, the Cookie Policy and the Charter exclusively govern the relationship between the User and HIBOO sprl regarding the use of the Website and the Service. They are available at all times on the Website.
Hiboo 3: Validity of the offer
Products sold by Hiboo are intended for consumers with a delivery address in Belgium (free delivery) or in Europe (transport quote required). Items are sold subject to available stock to customers meeting these geographical criteria.
Products sold by Hiboo are intended exclusively for private individuals, and resale of items purchased on www.hiboo.be is prohibited.
If an order is collected for a product that proves unavailable at the time of delivery, Hiboo undertakes to notify the customer and to offer a new delivery date as soon as possible, or a refund within a maximum of 2 days following a cancellation request.
Hiboo 4: Prices
Prices displayed on www.hiboo.be are quoted in euros, inclusive of VAT (all taxes included).
Prices include the environmental contribution of €17. In force since 01/01/21, it covers the costs of collecting, processing and dismantling used mattresses.
Further information at www.valumat.be
If the applicable VAT rate is modified, product prices may be adjusted accordingly without prior notice to the customer.
Hiboo reserves the right to modify its prices without notice and at any time. Billing is at the rate in force at the time the order is recorded and accepted.
Products remain the property of Hiboo until full payment of the order is received. The price is payable in full and in a maximum of two instalments: a deposit followed by payment of the balance (unless a specific instalment plan applies).
Hiboo reserves the right to cancel or refuse to validate an order where payment for that order or a previous order by the customer is disputed.
Promotions, sales and discounts cannot be combined.
During sale periods (July and January), promotional codes are deactivated and cannot be combined with other offers.
In the case of delivery outside the European Union or to overseas territories, you are considered the official importer and are required to comply with the regulations of the destination country. Any applicable taxes and customs duties owed when the parcel arrives at its destination are the customer's sole responsibility. We are not required to provide you with the amount of such duties and taxes owed.
Specific terms for the "Sleepy Friday Deals" promotion
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Validity period of the promotion
The "Sleepy Friday Deals" promotional offer is valid for any purchase made between 24 November 2025 and 20 December 2025 inclusive, in-store or online on the seller's website.
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Allocation of the gift voucher
For every €1,000 (VAT inclusive) spent, the customer receives a gift voucher with a face value of €100.
The voucher amount is calculated on the basis of the total order value, excluding any ancillary services (delivery, installation, removal, etc.), unless otherwise stated.
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Use of the gift voucher
The gift voucher is:
- valid for 6 months from its date of issue;
- redeemable exclusively on a future order, separate from the order that generated the voucher;
- applicable to the purchase of beds, mattresses or small bedding items offered by the seller.
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Restrictions and exclusions
The gift voucher:
- is not valid on the current order that generated it;
- is not valid on an order already placed or being processed before its date of issue;
- cannot be exchanged for cash, either in full or in part;
- cannot be combined with other vouchers, discounts, promotions or benefits, unless the seller has given prior written agreement.
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Conditions of use
To be valid, the gift voucher must be presented at the time of checkout for the future order. For an online purchase, the customer must enter the code provided.
A voucher may be used once only and for a value exactly deducted from the order amount. No cash change or subsequent credit will be given.
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Cancellation or modification of the original order
In the event of full or partial cancellation of the original order:
- if the voucher has not yet been used, it will be automatically cancelled;
- if the voucher has already been used, the corresponding amount will be deducted from any refund due to the customer, or invoiced if necessary.
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Fraud or misuse
Any attempt at fraud or improper or non-compliant use of gift vouchers will result in their immediate cancellation, without prejudice to any recourse available to the seller.
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Changes and termination of the promotion
The seller reserves the right to modify or terminate the promotion at any time for legitimate reasons, with no retroactive effect on vouchers already issued.
Hiboo 5: Order confirmation and management
Hiboo undertakes to confirm each order placed by sending an email. This email confirms that the order has been recorded and that the order amount has been debited. Once the order confirmation email has been sent, Hiboo cannot guarantee the possibility for the customer to cancel the order.
If you need to make a modification or cancellation, please contact us within 48 working hours. The order cannot be modified once the product is in production. Any order modification is subject to price reassessment.
Hiboo undertakes to keep you informed of the various stages of your order, including dispatch.
Hiboo 6: Product presentation
Hiboo undertakes to describe its products as accurately as possible in its descriptions and in the various sections of www.hiboo.be. Should any errors or omissions be found in these presentations or product descriptions, Hiboo's liability shall not be engaged.
Photographs and illustrations are likewise not part of the contractual scope.
Hiboo 7: Delivery
Parcels are dispatched and delivered in a single shipment to the address provided by the customer at the time of ordering on the Hiboo website. If the customer wishes to receive multiple deliveries, a fee of €110 excl. VAT per additional delivery beyond the first will be charged.
Delivery times shown on the website correspond to average observed times for dispatch and delivery, in working days, and do not constitute a contractual commitment.
Prices displayed on www.hiboo.be are quoted in euros, inclusive of VAT and including delivery costs for Belgium.
For the rest of Europe, prices displayed on www.hiboo.be do not include delivery.
For consumers in other geographical areas where delivery is provided by Hiboo, prices shown do not include VAT or shipping costs. A contribution to shipping costs may be requested after product selection.
Delivery rates outside the areas where Hiboo offers free delivery are shown at the time of checkout. For areas outside the European Union, taxes and customs duties may be charged by the carrier (see Hiboo 4).
The customer is responsible for the information (delivery address, name and telephone number) provided when placing an order. Hiboo's liability cannot be engaged in the event that an error prevents or delays delivery.
Delivery takes place between 07:30 and 19:00 at the address provided during the order process, always by prior appointment.
The Buyer undertakes to be present at the agreed delivery date. In the event of an unexplained absence not notified at least 24 hours in advance, the seller reserves the right to charge a second delivery fee of €110 excl. VAT. However, the Buyer may authorise a third party to receive the goods. In this case, the Buyer must confirm the identity of the third party but cannot under any circumstances change the delivery address without HIBOO's express agreement.
Deliveries are made inside the customer's building or home. The customer undertakes to ensure that the delivery location is easily accessible. In the event of a delivery delay, the customer is notified by telephone or email. The price quoted by HIBOO sprl for this service includes 45 minutes for unloading the equipment at the customer's premises and full assembly of the bed (2 bases, headboard and mattress). Any handling not provided for in the original quote and any waiting time will be charged additionally at €30 per 15-minute increment.
Assembly of the bed is provided by HIBOO. The customer undertakes to ensure that the assembly location is easily accessible and that the space is sufficient to bring in the various pieces of furniture (minimum clearance of 205 cm × 140 cm × 15 cm) to the indicated location. In the event of access difficulties or risk of damage related to moving the furniture, the customer shall take the necessary steps to ensure the furniture is transported in the best possible conditions (lift available on site or removal-type hoist at the customer's expense). From the third floor upwards, Hiboo reserves the right to require the customer to provide a lifting device for delivery.
If the customer chooses to collect the goods themselves or via a third party of their choice from HIBOO's warehouse, transport, handling, loading and unloading are carried out at the customer's expense, risk and under their full responsibility. Collection and return of goods must take place on the day(s) and at the time(s) specified in the contract. By agreement with HIBOO, the buyer may benefit from a €70 (VAT incl.) discount for self-collection.
We advise the Buyer, upon receipt, to:
Check that the goods delivered match the order,
Verify that no damage occurred during transport,
Note any relevant reservations on the delivery receipt itself,
We recommend that the Buyer retains the packaging in perfect condition.
Hiboo 8: Payment
You may pay for your purchase using any of the payment methods available on our website. We offer payment by credit or debit card (VISA and Mastercard), PayPal and advance payment. We reserve the right to offer fewer than all of our payment options. The account linked to your chosen payment method will be charged at the time of ordering.
The customer fully authorises Hiboo to use the payment card to pay for their order, and this payment constitutes legal authorisation for access to sufficient funds to cover all order costs. Hiboo cannot be held responsible for fraudulent use of the payment method used. Invoices, order breakdowns and supporting documents must be provided in electronic form only. Hiboo reserves the right to suspend or cancel any order and/or delivery, regardless of its nature and level of fulfilment, in the event of non-payment of any sum owed by the customer.
HIBOO retains full ownership of delivered products until complete payment of the price — principal and ancillary charges — has been received. In the event of full or partial non-payment, HIBOO reserves the right to reclaim ownership of said products, regardless of their condition, at the customer's expense, risk and peril. This clause does not affect the transfer of risk to the customer upon delivery of the products.
Any order must be fully paid before delivery. Where a deposit was paid at the time of ordering, the balance will be invoiced with a standard payment term of twenty-one (21) days from order confirmation. However, if delivery occurs before the expiry of this twenty-one (21) day period, the obligation of full payment before delivery prevails, and delivery may only take place after receipt of full payment, notwithstanding the payment deadline shown on the invoice.
All payments will be processed via a secure data encryption system so that no information provided by the customer is intercepted by third parties. It is the customer's responsibility to save and print the payment invoice if they wish to retain details of the transaction. Hiboo retains full ownership of all products sold until payment is complete, including all applicable fees, taxes and mandatory contributions.
Hiboo 9: Right of withdrawal
In accordance with legislation, you have a period of 14 working days following the date of receipt of your delivery or collection of your order to exercise your right of withdrawal. You may exercise your right of withdrawal from the time you conclude your sales contract. This right is only valid for orders placed and concluded outside the store, i.e. on www.hiboo.be
In the case of a single order delivered in multiple shipments, the period runs from receipt of the last item forming part of the same order.
Your right of withdrawal must be communicated by email to: hello@hiboo.be
HIBOO will send you an acknowledgement of receipt to confirm that your withdrawal request has been noted.
Hiboo reserves the right to request photographs before return. For products showing damage or signs of use resulting from handling beyond what is necessary to establish their nature, characteristics and proper functioning, Hiboo may refuse reimbursement or reduce the refunded amount accordingly.
9.1 Terms relating to the 60-Night Extended Trial Offer for Mattresses
The "60-night" extended trial offer is limited to one use/exchange per customer per order.
The right of withdrawal and the 60-Night Extended Trial Offer for mattresses and bed bases apply exclusively to items in the following standard sizes: 70×200, 80×200, 90×200, 140×200, 160×200 and 180×200.
A mattress with a zip-joining system does not qualify for the 60-night offer.
A mattress with two firmness levels (firm/medium) with or without a zip join does not qualify for the 60-night offer.
The "60-night" extended trial offer is limited to the purchase of new products. Second-hand and clearance items are excluded from this offer.
The "60-night" extended trial offer is only valid if a mattress protector is purchased from Hiboo and delivered no later than the day of the mattress delivery. Mattress protectors purchased elsewhere do not entitle the customer to this extended offer.
Mattresses purchased for hotel, rental cottage, bed & breakfast or any other non-private and non-personal use do not benefit from the 60-night extended trial offer.
Hiboo offers a 60-day extended trial period, exclusively for its mattresses, whether purchased alone or included in the MINUIT pack. This trial period is an extension of the standard 14-day right of withdrawal, in accordance with Article L121-21 of the Consumer Code, extending the total duration to 60 calendar days from the date of receipt of the mattress. It is important to note that the bases and headboards included in the MINUIT pack remain subject to the standard 14-day withdrawal conditions.
During this trial period, the customer may exchange or request a refund for the mattress. To do so, the request must be sent by email to hello@hiboo.be, accompanied by photographs and the reason for return.
To benefit from this offer, the mattress must be returned to us in a rigorously clean condition, free of stains, and accompanied by the original order confirmation or invoice.
See exclusion criteria below. Article 9.2
Return period for an item
From the date of your withdrawal request, you have a maximum of 14 days to return the product to a HIBOO depot.
Refunds for returned orders
Upon exercising your right of withdrawal, HIBOO refunds only the price of the products. Delivery costs, collection fees or any other order-related charges are not refunded.
Mattresses eligible for the 60-day trial offer are refunded in an amount that depends on the purchase method, whether they were purchased alone or as part of a MINUIT or storage bed pack.
In the case of a purchase via a "PACK" offer, the buy-back value of the mattress shall never exceed the amount actually paid online or in-store.
In the event of a mattress return, the pack benefit and the discount applied to the combined purchase are automatically cancelled. The purchase is then reclassified as covering only the box spring or storage bed, without the mattress.
If the customer received any discount at the time of purchase, the refund amount may be adjusted proportionally.
For a mattress in two parts without a zip join, the total size corresponding to the bed will be taken into account.
A mattress with a zip-joining system does not qualify for the 60-night offer.
Example: two 90 cm mattresses without a zip join will be treated as a single 180 cm mattress.
Unless otherwise agreed, refunds are always made using the original payment method used at the time of purchase.
Refunds for products will be processed within 7 working days from the date on which HIBOO has recovered the goods.
9.2 Return conditions when exercising the right of withdrawal or the 60-night extended offer:
Return shipping costs are at your expense.
If you would like HIBOO to arrange collection, you must pay the transport costs to the nearest HIBOO depot in advance. Collection and return fees amount to €90.
You may also return your product free of charge in person, by appointment, at the depot communicated by Hiboo, with proof of purchase (order confirmation email, invoice or delivery note).
You are invited to take all necessary precautions and, where applicable, insurance to cover any possible partial or total damage to returned goods up to the point of handover to HIBOO.
Incomplete products, or those received more than 14 days after the exercise of the right of withdrawal, damaged, soiled, folded during transport or otherwise damaged, will not be refunded and will remain at the Buyer's disposal. All items must be returned in packaging.
Exceptions:
The right of withdrawal for mattresses, bed bases and related textiles applies exclusively to items in standard sizes: 70×200, 80×200, 90×200, 140×200, 160×200 and 180×200.
If the purchase concerns personalised products, the Buyer does not benefit from this right of withdrawal. In accordance with legislation, withdrawal is excluded for contracts for the supply of goods that are clearly personalised or made to the consumer's specifications. Items excluded from the right of withdrawal include, in particular, made-to-measure articles (specific sizes, colours or fabrics), non-standard dimensions (80×190, 120×190, 150×190, 160×190, 200×200 or others — see standard sizes above), and items with specific additions or modifications for bedding (specific sizes or thicknesses, zip fastenings, etc.).
The right of withdrawal and in-store returns do not apply to textile products, including sheets, duvet covers, mattress protectors, mattress toppers, pillowcases, duvets and pillows, if these items have been removed from their original packaging, for health or hygiene protection reasons.
Hiboo 10: Cookie policy
The Customer expressly authorises Hiboo to store a "cookie" file on the customer's device.
This "cookie" is designed to facilitate the collection of statistics, customer recognition and identification in the "My Account" area of the Hiboo website. A cookie does not allow us to identify you by name. In general, it records information about your browsing on our site, which we may read during your subsequent visits.
This data is intended exclusively for internal use by Hiboo and is not shared with third parties.
You may opt out of cookies by adjusting your browser settings.
Some cookies are advertising cookies that allow us to record products viewed in order to display relevant advertising banners within a maximum period of 90 days.
Hiboo 11: Liability
Hiboo is subject to a best-efforts obligation at all stages: website access, browsing, form submission, order placement, order preparation, order delivery, product returns and refunds.
Hiboo's liability shall not be engaged for any inconvenience or damage inherent in the use of the internet that is beyond the precautions taken by the company.
Cases of force majeure, external intrusion or computer viruses shall not engage the liability of Hiboo.
Hiboo 12: Intellectual property
The Website and all its components (trademarks, logos, graphics, photographs, animations, videos, music, texts, etc.) constitute the property of Hiboo. They are protected by intellectual property rights (including copyright, design rights, trademark rights, etc.) and may therefore not be reproduced, used or distributed without prior written authorisation from Hiboo or, where applicable, the relevant rights holder, under penalty of constituting an offence of copyright infringement and/or design infringement and/or trademark infringement, punishable by three months to three years' imprisonment and a fine of €100 to €100,000, or either penalty alone.
Hiboo grants, by these GTU, to the User a non-exclusive, non-transferable licence, for an indefinite period and revocable at any time without reason, to access the content of the Website, display it and download it solely for display purposes. The User may also print a copy of the content displayed on the Website for personal use, provided they do not alter the content of the Website in any way and retain all attribution and origin notices. Reproduction is therefore authorised only for strictly private purposes within the meaning of Article XI.190 5° of the Belgian Code of Economic Law.
Any use of the Website and its components not covered by this article is strictly prohibited.
Hiboo 13: Warranty conditions
13.1 Scope
Products sold under the HIBOO brand, including in particular mattresses, box springs, bed bases and storage beds, benefit from a commercial warranty covering exclusively manufacturing and design defects under normal conditions of use.
The warranty takes effect from the delivery date as stated on the invoice or, where applicable, on the delivery note.
The warranty applies to goods only. Services (delivery, assembly, dismantling, on-site interventions) are excluded.
13.2 Filing a claim
All warranty claims must be submitted in writing by the product purchaser, with proof of purchase, exclusively by email to hello@hiboo.be
The buyer is required to check the apparent condition of the goods at the time of delivery.
Any visible defect or transport damage must be reported immediately or, failing that, within 3 working days of delivery.
In the event of doubt or a technical complaint, HIBOO reserves the right to have the product examined by its manufacturer or a technical representative.
13.3 Defects covered by the warranty
The warranty covers manufacturing or design defects, including:
- non-conformity of the product with the order (dimensions, model, composition)
- adhesive defects
- defective stitching or cover fabric
- defective zip fastening
- obvious finishing anomalies
- structural defect in the mattress core
- failure of mechanical or electrical components within the applicable warranty period
13.4 Elements not considered as defects
13.4.1 Mattresses
The following are not considered defects:
- odour upon unpacking (normal and temporary phenomenon)
- natural material compression of up to 15%
- firmness reduction of up to 20%
- cover padding compression of up to 65%
- indentations of less than 3 cm
- dimensional tolerances of approximately ±1%
13.4.2 Box springs and bed bases
- normal wear and tear from use
- minor sounds related to material load-bearing
- natural variations in materials and fabrics
- wearing parts and decorative elements
13.5 Warranty duration and terms – Mattresses & Box springs
13.5.1 Full warranty (0 to 2 years)
During the first 2 years, HIBOO provides full coverage (repair or replacement) for any recognised manufacturing or material defect.
13.5.2 Depreciated warranty (beyond 2 years)
Beyond 2 years, a customer financial contribution is applied based on depreciation:
| Product age | Customer's share |
|---|---|
| 0 – 2 years | 0% |
| After 2 years | 40% |
| After 3 years | 60% |
| After 4 years | 80% |
| After 5 years | Warranty expired |
13.6 Storage beds – Specific warranty
Storage beds are warranted for a period of 2 years from the delivery date, against any manufacturing or design defect under normal conditions of use.
This warranty excludes in particular damage resulting from:
- inappropriate use
- lack of maintenance
- non-compliant installation
- impact, overload, humidity or unauthorised intervention
- normal wear of components
13.7 Mandatory conditions for warranty eligibility
To benefit from the warranty:
- the product must be used under normal conditions
- the mattress must rest on a suitable and good-condition base
- the mattress must be protected by a mattress protector
- the product must show no stains or soiling
- the mattress must never be placed directly on the floor
- the mattress must be turned regularly
- the original warranty label must be intact and present
Absence or removal of the label results in immediate cancellation of the warranty.
13.8 Returns and packaging
Any product returned under a warranty claim must:
- be clean
- be carefully packaged in packaging equivalent to the original packaging
- be accompanied by proof of purchase
Any product returned dirty, without packaging or poorly packaged may be refused, resulting in cancellation of the warranty.
13.9 Warranty exclusions
The warranty does not cover:
- normal wear and tear
- fabric discolouration
- stains (urine, blood, perspiration, etc.)
- mould due to insufficient ventilation
- damage caused by humidity, excessive heat or fire
- unauthorised modifications or repairs
- visible defects not reported at delivery
- minor colour variations in complex orders
13.10 Final provisions
Any repair or replacement carried out under the warranty does not extend the initial warranty period.
HIBOO reserves the right to proceed, as appropriate, with:
- repair of the product
- replacement by a similar or equivalent product
- or a partial refund based on the residual value of the product
Hiboo 14: Dispute resolution
The validity, interpretation and/or performance of the GTU are subject to Belgian law, to the extent permitted by applicable private international law rules.
In the event of a dispute relating to the validity, interpretation or performance of the GTU, the Courts and Tribunals of the judicial district of Brussels shall have exclusive jurisdiction, to the extent permitted by applicable private international law rules.
Before initiating any judicial proceedings to resolve a dispute, the Buyer and Hiboo undertake to attempt to resolve it amicably. To this end, they shall first contact each other before resorting, if necessary, to mediation, arbitration or any other alternative dispute resolution method.
Hiboo 15: Personal data
Hiboo reserves the right, through the cookie referred to in Hiboo 11, to collect data relating to users of the website on a nominative basis.
Hiboo owns the data collected and reserves the right to use and transfer it.
In all cases, and in accordance with applicable data protection legislation, any user or customer of the website may at any time object to the commercial use of said data and also has the right of access, correction and deletion of the data concerning them.
All requests relating to this article must be sent by email to the Hiboo team.
Hiboo 16: Amendments to the general terms and conditions of sale
Hiboo reserves the right to modify and update, at any time, with notification to Users via the Website, these GTU, the GTS, the Charter and the Cookie Policy, as well as access to the Website and its content. All such modifications are binding upon Users upon each subsequent access to the Website.
In the event of discrepancies between the language versions of these GTU, the GTS, the Charter or the Cookie Policy, the French-language version shall prevail.
Should any provision of the general terms and conditions of sale and use be held illegal or unenforceable by a court of law, the remaining provisions shall remain in force.
Hiboo 17: Contact
We will be happy to answer all your questions within 48 hours by email at hello@hiboo.be.
Customer service is reachable by email or telephone every day of the week from 08:30 to 21:00.
GTS last updated: 25/05/2025