Refund policy

Return & Refund Policy

At Hugslove, we want you to be happy with your purchase. If something isn’t quite right, we’re here to help. This Return & Refund Policy explains when and how you can return items purchased from www.hugslove.co.uk.

1. Returns Eligibility

We accept returns under the following conditions:

  • The item must be unused, unopened, and in its original packaging
  • The return request must be made within 14 days of receiving your order
  • The product must be in the same condition as when it was delivered

Certain items may not be eligible for return due to hygiene or safety reasons (see Section 6).

2. How to Request a Return

To start a return, please contact us at:

📧 Email : support@hugslovemail.co.uk

Please include:

  • Your order number
  • The item(s) you wish to return
  • The reason for the return (optional, but helpful)

We will respond with return instructions as soon as possible.

3. Return Shipping Costs

  • Customers are responsible for return shipping costs unless the item is faulty or incorrect.
  • We recommend using a tracked shipping service, as we cannot guarantee receipt of returned items without tracking.

4. Refunds

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

If approved:

  • Your refund will be processed back to your original payment method

  • Refunds are typically completed within 5–10 business days, depending on your payment provider

5. Damaged or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery.

Send us:

  • Your order number
  • Clear photos of the issue

We will arrange a replacement or full refund where appropriate.

6. Non-Returnable Items

For safety and hygiene reasons, the following items cannot be returned unless faulty:

  • Opened blind boxes or collectible surprise items
  • Items that have been used or are missing original packaging
  • Gift cards (if applicable)

7. Exchanges

We currently do not offer direct exchanges. 

If you would like a different item, please return your original purchase and place a new order.

8. Consumer Rights

We aim to provide a fair and consistent return policy for all customers worldwide. Please note that consumer protection laws and return rights may vary depending on your country or region. This policy is designed to apply internationally, while still respecting any mandatory legal rights that may apply in your local jurisdiction. Nothing in this policy limits your statutory rights under applicable consumer protection laws.

9. Contact Us

If you have any questions about returns or refunds, please contact:

Hugslove Customer Support
📧 Email: support@hugslovemail.co.uk