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Terms and Conditions

Who we are: This website is operated by AA BOND ENTERPRISES DMCC, whose registered office is at Kemp House 160, City Road London, EC1V 2NX

Please read these terms carefully. They apply to your use of our website, puffy.co.uk (“Website”); any purchases you make via our Website; or any products you seek to return to us. These terms tell you who we are, how we will provide products to you, how you and we may change the contract, what to do if there is a problem and other important information. If you have any questions, please contact us by emailing support@puffy.co.uk.

1. General

1.1 For the purpose of these terms, the following words shall have the following definitions:

1.1.1 ‘we’, ‘us’ or ‘our’ refers to AA BOND ENTERPRISES DMCC;

1.1.2 ‘you’ or ‘your’ refers to the person using our Website to buy Products from us;

1.1.3 ‘Parties’ refers to both AA BOND ENTERPRISES DMCC and you;

1.1.4 ‘Product’ or ‘Products’ refers to any Puffy mattress, base, bedding, bedroom furniture, or any Puffy product; and

1.1.5 ‘Special Delivery’ refers to any delivery option that is not the standard delivery option and least expensive method for delivery provided in the territory that the sale occurs.

1.2 By visiting our Website or purchasing Products via our Website, you agree to be legally bound by these Terms and all documents referred to therein. Our Privacy Policy, delivery information, returns policy (as detailed on our Website) and the information contained in our post-order correspondence with you, all form part of the contract for sale between all Parties.

1.3 You may only buy Products from our Website for personal reasons not relating to business or commercial pursuits. If you want to buy our Products for your business, you should contact us on the details at the bottom of these terms to discuss alternate business to business terms.

1.4 If we have to contact you we will use the telephone name, telephone number, email, and address you have provided at the point of sale.

1.5 Headings in these Terms are for illustrative purposes only and will not affect the way the comprehension of these terms.

2. Placing an order on our Website

2.1 When placing an order on our Website, ensure you review all details carefully before you submit. It is your right to amend your details before the contract of sale has occurred. Although we may be able to amend your order details after your order has been made, it is not a legal obligation for us to do so.

2.2. When the checkout is complete and the order is placed, you will receive an email with acknowledgement that your order has been successful. This acknowledgement does not amount to our acceptance of your offer to buy.

2.3 We may contact you to say that we do not accept your offer. This will generally be for reasons which include, but are not limited to, the following.

(i) the Products are unavailable;

(ii) we cannot authorise your payment, for fraud/security reasons or otherwise;

(iii) you are not allowed to buy the Products from us;

(iv) we are not allowed to sell the Products to you;

(v) you have ordered too many Products;

(vi) there has been a mistake on the pricing or description of the Products (where permissible under applicable law)

2.4 We reserve the right to refuse to sell any Product to any person. In the unlikely event that we do this, we will notify you within a reasonable period and not charge you for the Product. There will always be a good reason for our refusal to sell Products to you.

2.5 We require certain information from you so that we can supply Products to you, including without limitation, your address, email address and phone number. If the information you provide is not complete, we may be unable to sell the product to you. We will not be responsible for supplying the Products late if this is caused by you giving us incomplete or incorrect information or failing to provide the required information within a reasonable time of us requesting it.

2.6 A legally binding contract will only exist between the Parties where we have received payment in full and you have received a shipping confirmation email. At this point, the contract is active and we will make arrangements to dispatch the Products to your stipulated delivery address, provided your order clears our fraud check process. We will also provide you with an order number. It will help us if you can tell us your order number whenever you contact us about your order.

3. Making payment

3.1 We accept payment via credit cards and debit cards. We do not accept cash payments.

3.2 We will take all reasonable steps to ensure all the information provided by you during payment is secure. We use an encrypted secure payment mechanism. However, in the absence of negligence on our part, we will not be liable for any loss that you may incur in the unlikely event that a third party gains unauthorised access to any information you provide to us.

3.3 Where you have paid by credit or debit card, the card will be charged at the time your payment is approved by us. However, all payments by credit card or debit card must subsequently be authorised by the relevant card issuer. We do not charge a surcharge for payments made by debit or credit cards.

3.4 If you have paid for Products which we cannot supply we will refund you as soon as possible and in any event within 5 days of receipt of payment.

3.5 Failure to return Products which have not been paid for within 14 days, entitles us to collect the Products. You will be responsible for all expenses, including any loss of value the Products may have incurred while in your possession.

3.6 The price of the Products is listed and payable in pounds sterling (£)(GBP) for Products purchased in the UK.

3.7 The price includes VAT (and other applicable taxes). The price excludes the cost of any Special Delivery of the Products or delivery to the Channel Islands.

3.8 You can find details about our delivery options, including Special Delivery, on the FAQ section of our web page: https://puffy.co.uk/pages/contact-puffy-mattress#faq

3.9 It is always possible that, despite our best efforts, a Product may feature an incorrect price. If the Products correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund what you have paid and require the return of the Products.

4. Discount Codes and Promotions

4.1 Any discount code offered by us in relation to our products is offered on the basis of goodwill and we reserve the right to refuse to apply any discount code at our discretion.

4.2 Without prejudice to clause 4.1, a discount code will not be applied in circumstances which include, but are not limited to, the following.

4.2.1 where the discount is a set monetary value and there is not a mattress in the purchase order;

4.2.2 Where a discount has already been applied to the purchase order (including in the case of a Product bundle). To avoid doubt, we will not apply more than one discount per order (a Product bundle constituting one discount).

4.2.3 Where the expiry date, as specified in the material accompanying the discount code, has passed; or

4.2.4 Where the order has already been placed and payment has been received.

4.3 Discount codes cannot be transferred to any other person and are not redeemable for cash or credit or any other type of compensation.

5. Product delivery terms

5.1 Standard delivery of Puffy Products is free within the UK.

5.2 Claims for returns should be made to the original point of sale of the mattress ie. replacements for defective mattresses purchased on our website should be claimed directly from us by emailing support@puffy.co.uk and replacements for defective mattresses purchased through an authorised retailer should be claimed through that authorised retailer.

5.3 The estimated date for delivery of the Products will, unless otherwise specified, be the date selected by you and will be set out in the Shipping Email. This date should be within three-months of purchase. Delivery shall be carried out without undue delay.

5.4 The specific time window for delivery will be communicated to you by the delivery company.

5.5 If you want us to deliver to a different address you should notify us by email or telephone. In such an event, we cannot guarantee that we can change the delivery address in time for the Product to be delivered to the changed address.

5.6 Changing your delivery address after the contract exists may cause your order to be delayed as we may, at our discretion, require extra fraud/security checks.

5.7 In the event that something outside of our control affects the estimated date of delivery, we will advise you of the revised estimated date for delivery of the Products as soon as reasonably possible. We will take all reasonable steps to minimise the impact of such delay and provided we do this, we will not be held responsible for delays caused by events which are outside our control. Nothing in this clause affects your legal rights to cancel the contract.

5.8 Delivery will be effective from the time that the products are delivered to the address provided by you in the ordering process. Responsibility for the Products passes upon completion of effective delivery.

5.9 Where delivery is by DPD, delivery will be to the doorstep of the property at the given address. If, at your request, the Products are taken anywhere else on the property when delivered, then we and any third-party contractor will not be liable for any damage to fixtures, fittings or the structure of the property (to the extent possible under applicable law). We accept no liability for the conduct of any DPD employee when delivering Puffy Products.

5.10 The person[s] executing delivery will not ask the recipient of the delivery for any form of ID and will not make any other attempt to verify that the recipient is you or a person authorised by you to accept delivery of the Products. For this reason, we advise that you are present during the time of delivery to ensure that you receive the Product directly.

5.11 If nobody is available to take delivery, please contact us using the contact details at the bottom of this page. We will contact you to notify you of how to rearrange delivery of the Product. If, despite our reasonable efforts, we are unable to contact you to reschedule delivery we may elect to end the contract.

5.12 Unless otherwise mutually agreed, if we cannot deliver your Products within 30 days of the date you requested, we will notify you by email; cancel your order and give you a full refund.

5.13 We accept no liability for any consequential losses incurred in relation to you waiting for a delivery (including, but not limited to, time taken off work to wait for a delivery, whether or not the delivery occurs).

6. Changes to the Contract

6.1 If you wish to change the Product you have ordered, please contact us as soon as possible. We will let you know if the change can be made. If it is possible we will let you know about any changes to the price of the Product, the timing of supply or any other necessary information which results from your requested change and ask you to confirm whether you would like to proceed.

6.2 We may make minor changes to the Product to reflect changes in relevant laws and regulatory requirements.

6.3 If we have to make significant changes to the Products or these Terms, we will notify you and you may then contact us to end the contract before the changes take effect and receive a refund for any Products paid for but not received.

7. Right to cancel and return contracts and products

7.1 As a statutory minimum you have the right to cancel any contract for sale with us and return any Products within 14 days of delivery of those Products without providing a reason for the cancellation of the contract.

7.2 Should you wish to return a Mattress, the Product must remain in the same condition ‘as delivered’ and, where possible, in its exact original packaging. In accordance with Section 28(3)(a) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, we consider that these products are not suitable for return where they have been used because of hygiene reasons. As such, we reserve the right to refuse any returned Mattress which has been unsealed after delivery or exhibits any evidence of use within the first 14 days.

7.3 Alternatively, we may, in accordance with Section 34(9) of the Consumer Contract (Information, Cancellation and Additional Charges) Regulations 2013, deduct any value lost as a result of your unreasonable handling of the mattress. (i.e. any use beyond what is necessary to establish their nature, characteristics and functioning). In the event that we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, we will require you to pay an appropriate amount for the value lost.

7.4 To exercise your right to cancel, you must clearly notify us of your intention to cancel within 14 days of the date of delivery by email, phone or in writing; or by completing and returning the model cancellation form set out at the end of these terms. You must include: your name; address; order number; date of order; date that your product was received.

7.5 Following a notice of your intention to cancel, collection must be arranged and carried out not later than 14 days from the date that you notified us of your intention to cancel. Failure to arrange collection may, save any exceptional circumstances (which must be communicated to us, and acceptance of same being subject to our discretion), invalidate your right to cancel the contract.

7.6 Any return of Puffy Products; whether pursuant to your statutory rights; our mattress 100 night trial (clause 8); or our mattress or pillow guarantee (clause 12); may only be made in the territory in which the Products were delivered and to the original point of sale from which they were bought. For example, Products purchased on our website should be returned directly to us by first contacting support@puffy.co.uk to arrange the return. Products purchased from an authorised retailer should be returned to that retailer, using their contact details located on their website. If there is any doubt as to who to contact for a return, please contact us prior to returning your product.

7.7 Delivery and collection of Products must occur to and from the same address, unless there is an exceptional circumstance, which we must be advised of, collections must be completed during the same visit as the delivery

7.8 Where you return a product which is not in a returnable condition in line with clause 7.2, we will, upon your request, send that Product back to you, the expense for such return will be borne by you. If you fail to communicate with us to coordinate this within 30 days we may dispose of any such Product responsibly.

7.9 Ensuring that your product is in a returnable condition in line with clause 7.2 at the time it is submitted, whether by post or by having the Product picked up, is your responsibility. We may refuse to accept any product which has been damaged in any circumstances (including, but not limited to, you leaving a water damage, burns, or any form misusage).

8. 101-Night Trial terms

8.1 As a goodwill gesture, we agree to extend your right to cancel your order of a Puffy Product for any reason to 101-nights. All we ask is for you to tell us the reason for your cancellation. Failure to provide a reason may delay the collection of your mattress, but ultimately will not void your right to return the mattress under the 101-night trial.

8.2 The period to cancel expires at 24:00 on the 101st day since the date the mattress was delivered.

8.3 This right must be exercised within the 101 day period by the same method stipulated in clause 7.4.

8.4 A collection date must be arranged between the Parties in accordance with clause 7.5.

8.5 You may only make and cancel a mattress order once under the 101-night trial (per mattress line). Any subsequent mattress ordered of the same type will not have the 101-night trial period, except as set out in clause 8.6. To avoid doubt, a purchaser who buys two different types of mattress will have a 101-night trial in respect of the first mattress ordered in each mattress line.

8.6 Where a claim is made under the mattress guarantee or your statutory rights, in accordance with clause 11, and a replacement mattress is delivered to you, your 101-night trial will be paused and will continue upon receipt of the replacement. Claims under these rights will not limit your entitlement to 101-nights (in total) to trial the mattress (or any instances of replacement).

8.7 The 101-night trial is offered to you on the basis of goodwill and, as such, we reserve the right to refuse to honour the 101-night trial without prior notice in circumstances we see fit, including, without limitation:

(a) where you are associated with a mattress manufacturer or brand;

(b) where there is evidence that the mattress is stained, ripped, torn or which suggests or otherwise indicates the mattress has sustained any other damage whether due to negligence, wilful damage, neglect or otherwise; or

(c) where Puffy suspects any dishonesty, misrepresentation or misconduct on your part.

Except that your statutory rights remain unaffected.

8.8 The 101-night trial applies to all Puffy Products

8.9 Nothing in this clause affects your legal rights to cancel the contract under clause 7.

8.10 The 101-Night Trial referred to in this clause 8 is only available for new Puffy Product purchases directly from us.

8.11 The 101-night trial may be offered in other circumstances at the sole discretion of Puffy.

9. Effects of Cancellation

9.1 If you cancel your contract for sale of a Product in accordance with clauses 7 (under your statutory rights) or 8 (under the 101-night trial), subject to these terms, we will refund to you all payments received from you in relation to the contract. This includes the cost of delivery, should there be a cost.

9.2 We will refund you without undue delay, and not later than:

9.2.1 14 days after the day we received back from you any Products supplied, or

9.2.2 If earlier, 14 days after the day you provide evidence that you have returned the Products, or

9.2.3 if there were no Products supplied, 14 days after the day on which you notified us of your intention to cancel the contract.

9.3 We will make the reimbursement using the same means of payment you used for the initial transaction, unless otherwise mutually agreed. In any event, you will not incur any fees as a result of the reimbursement save those specified in clause 9.1.

9.4 If you have received a mattress, we will ask you to communicate an appropriate date for collection, which must be no later than 14 days from the day on which you communicate your cancellation. If we agree to the date, we will collect the Products on the date stipulated without undue delay. Failure to arrange collection within the period allowed will void your rights to a return under the 101-night trial.

9.5 In the instance of mattress collection, you are responsible for ensuring that the conditions and arrangement of your property are such that your mattress can be collected safely and without damage to your property (or any fixtures or items contained therein). If collection is reasonably deemed to carry more than a trivial risk of damage to your property (or any fixtures or items contained therein) by the collection agent, then you may be required to sign a disclaimer absolving the collection agent of liability in respect of the collection and any damage which results therefrom. Refusal to sign such disclaimer will result in the collection not being executed. Neither Puffy nor the collection agent will have any liability in respect of the foregoing circumstance.

9.6 You are responsible for packaging and passing the Products to our third-party collection company (bed bases must be disassembled). You should make all efforts to keep the original packaging. If this is not possible, please package the Product in suitable alternative packaging.

10. Nature of the Products

10.1 Consumer Rights law requires that, as a statutory minimum, Products supplied to you must:

(i) be of satisfactory quality;

(ii) be fit for purpose;

(iii) match the description, sample or model.

10.2 We undertake to ensure that all Products we provide meet, if not exceed, your basic consumer rights.

10.3 Any Products supplied to you at discount prices; as remnants or as substandard will be identified and sold as such.

10.4 Mattress sizes may vary from their stated dimensions on our Website by up to 2cm, in line with standard manufacturing tolerances.

10.5 Our Products may vary slightly from their pictures. The images of the Products on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device’s display of the colours with accuracy.

10.6 The packaging of the Product may vary slightly from that shown in images on our website.

11. Faulty products policy

11.1 Should your product exhibit defects during its expected lifespan, you are entitled to:

(i) a full refund within 101-night of purchasing the Product;

(ii) defects which arise after the 101-night trial period ends are covered by the Puffy™ Mattress Lifetime Warranty. In the event of a defect, we will repair the defect or replace it with a comparable model and size of your Puffy™ mattress.

11.2 Nothing in this contract affects your statutory rights. You may also have other rights in law.

11.3 For more detailed information on these rights and what you should expect from us, please visit our FAQ’s web page; contact us using the contact details at the bottom of this page or, if you are a UK customer, visit the Citizens Advice website www.citizensadvice.uk or call 03454 04 05 06

12. Guarantees

12.1 Puffy guarantees to replace any mattress which exhibits a material defect during the full period of the original owner’s ownership and use.

12.2 To qualify for the Puffy™ Lifetime Warranty:

(i) Your mattress must be used on an appropriately sized and suitable bed frame or base.

(ii) The warranty will not cover the mattress if it has been abused, burned, misused, or damaged by improper use.

End of the contract

13.1 Termination of this contract will not affect our right to receive any money which you owe to us under this contract.

13.2 Save specific exceptions, we are not legally responsible for any losses that:

13.2.1 were not foreseeable to the Parties when the contract was formed;

13.2.2 were not caused by any breach on our part;

13.2.3 are business losses; or

13.2.4 are losses to non-consumers.

13.3 For the avoidance of doubt, nothing in clause 13.2 limits our liability for death or personal injury caused by our negligence or the negligence of our employees; for fraud or fraudulent misrepresentation; for breach of your legal rights or in any other circumstances where it would be unlawful to do so.

14. Dispute resolution

14.1 We will try to resolve any disputes which arise quickly and efficiently.

14.2 If you are unhappy with any Products supplied; your customer experience or any other matter please contact us as soon as possible by email at support@puffy.co.uk.

14.3 If we are unable to resolve a dispute with you using our internal complaint handling procedure, we will notify you as such, and give you certain information required by law about our alternative dispute resolution (ADR) provider. You may also use the online dispute resolution (ODR) platform to resolve the dispute with us, accessible here: https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home.chooseLanguage

14.4 These Terms are governed by the laws of England and Wales. For residents in this jurisdiction, any dispute in relation to this contract will be heard by the courts of England and Wales.

14.5 Where you are resident in a non-UK jurisdiction, you will also benefit from the mandatory consumer protection laws afforded to you in that jurisdiction (UK).

14.6 If a court finds part of this contract illegal the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful the remaining paragraphs will remain in full force and effect.

15. Third party rights

15.1 No one other than a party to this contract has any right to enforce any term of this contract in accordance with the Contracts (Rights of Third Parties) Act 1999.

16. Intellectual property

16.1 Puffy logos are registered trademarks in certain jurisdictions. Our Website may also include trademarks owned by third parties – all those trademarks are the property of their respective owners.

16.2 Copyright subsists in all Puffy’s webpages including the images and texts featured therein.

17. Data Protection

17.1 we will only use your personal information as set out in our Privacy Policy: https://puffy.co.uk/pages/puffy-privacy-policy

If you don't understand any of this contract and/or want to discuss any information, please contact us by e-mail at support@puffy.co.uk.

18. Cancellation Form

(Complete and return this form only if you wish to withdraw from the contract)

To AA BOND ENTERPRISES DMCC of 1 Kemp House 160, City Road London, EC1V 2NX.

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*],

Ordered on [*]/received on [*],

Name of consumer(s),

Address of consumer(s),

Signature of consumer(s) (only if this form is notified on paper),

Date

[*] Delete as appropriate

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