Your 24-Month Warranty: What’s Covered, What’s Not and How to Claim

A full guide to what your Sanggolcomfort extended warranty includes, how to make a claim, and what we don’t cover.

Our 24-Month Promise

All subscribers are enrolled in our 24-Month Extended Warranty, giving you peace of mind long after your purchase. This warranty protects against manufacturing faults — not natural wear and tear or incorrect use.

Because this is an extended warranty for our subscribers, we simply ask that you stay subscribed to our mailing list — using the email address linked to your order — so your cover stays active throughout. If you do unsubscribe, the extended cover pauses, and rejoining later won’t restore cover for the time in between. Either way, your statutory rights under the Consumer Rights Act 2015 always remain.

Your pillow is filled with a premium goose-down alternative and is never vacuum-packed, so the filling settles during storage and transit and redistributes with use — this is normal. To keep your cover valid, please care for your pillow using our Fluffing & Care Guide and Washing Guide. “Proper fluffing” means restoring the filling’s loft and even distribution as described in the guide, including an initial fluff before first use.

This page outlines:

• What is covered, and for how long
• How to make a claim and what you’ll need to provide
• What isn’t covered, and why

What’s Covered

Your warranty covers any genuine manufacturing fault — a flaw in the materials, construction, or design of your pillow — for the full 24 months, whenever it appears. This is our assurance that your Sanggol is made to last: it should hold its shape, its loft, and its integrity throughout, and in the rare event a genuine fault prevents that, we’ll put it right.

Because your Sanggol is built to hold its loft, a pillow that flattens and does not recover after proper fluffing — where it has been washed and cared for in line with our guides — is treated as a manufacturing fault and covered for the entire term.

Every claim is reviewed individually and assessed on its merits. To help us understand the issue, we may ask for photos, a short video, or to see the pillow itself (see How to Make a Warranty Claim, below).

How to Make a Warranty Claim

We aim to make this process simple and fair. To help us review your claim efficiently, please provide the following:

• A clear photo or short video showing the issue
• A brief explanation of how the product was used and cared for
• A brief explanation of the issue
• Your order number and date of purchase
• The email address subscribed to our mailing list (used to verify your warranty)

For any filling or loft issue, please first follow our Fluffing & Care Guide and let us know you’ve done so — this resolves the large majority of concerns straight away.

We may request that the product be returned for inspection before a claim is decided, and for washing, sizing, shrinkage, or fabric-condition claims we will normally do so. If a return is requested, you are responsible for shipping costs to us. Please send the item unaltered — not dyed, cut, or otherwise modified — and cared for as set out in our guides. Items that have been altered cannot be assessed.

You can submit your claim by emailing us at help@sanggolcomfort.com or using our contact form.

Our Approach

We handle every claim with care and transparency. If your issue is a manufacturing defect, we’ll resolve it by offering a replacement, repair, or store credit — depending on what’s most suitable. Any replacement carries the remainder of your original 24-month term, not a new one.

If your claim falls outside the warranty terms, we’ll always explain why and offer guidance if needed.

What’s Not Covered – Normal Use or Misuse

Your pillow is built to last, but like any comfort item, it will naturally age with use. The following are not considered manufacturing defects and are not covered:

• Temporary flatness, unevenness, or settled filling that recovers after proper fluffing – this is normal settling from storage and transit, resolved by following our Fluffing & Care Guide.
• Flattening, matting, or loss of loft caused by incorrect washing or drying – for example washing at the wrong temperature, using harsh detergents or bleach, or high-heat tumble-drying. Filling can clump or break down permanently if not washed as set out in our Washing Guide.
• Products that have been altered or modified – including dyeing, bleaching, cutting, re-stitching, or any other customisation. Once altered, the item is no longer the product we supplied, so it cannot be assessed as a manufacturing fault or accepted for return.
• Minor dimensional variation – small differences in size (around a centimetre) are normal for textile products, whether from manufacturing tolerance or ordinary washing, and are not considered a defect.
• Pilling or thinning of fabric after multiple washes
• Stains, spills, or odours from use
• Zip damage caused by force or incorrect washing
• Pet damage (scratches, bites, etc.)
• Deformation from being stored compressed for extended periods

Please note: for claims involving washing, sizing, shrinkage, or the condition of the fabric, we will ask to inspect the item before making a decision. Inspection lets us confirm the product is as we supplied it and that our Washing Guide and Fluffing & Care Guide were followed. Please keep the item unaltered and cared for in line with our guides. By “unaltered” we mean the product hasn’t been changed from how it was supplied — for example dyed, bleached, cut, re-stitched, or opened to add or remove filling. Normal use, washing, and fluffing in line with our guides are not alterations.

Your comfort is the whole reason we made Sanggol. If you’re ever unsure whether something is covered, just get in touch — we’re always happy to help.