Returns & Refund

Welcome to Hugilove! Our priority is to ensure you're satisfied with every purchase. However, we understand that unexpected situations can arise. That's why we offer a Refund and Returns policy for items within 30 days of delivery. If there's anything wrong or if you have any concerns about your purchase, please review the information below and reach out to our customer service team at [email protected] or live chat.

1. REFUND

Our policy is valid for 30 days from the completion of the delivery process. After this period, the order will be considered accepted, and no reimbursements will be provided.

1.1 Damaged Or Defective Products

If you receive a damaged or defective product, you don't need to return the original item and please contact us immediately at [email protected] with photos of the items. We will review and offer a full refund or resend you a replacement for free.

Note: We don't allow modifications to replacement items.

1.2 Incorrect Products

If you receive a product different from what you ordered, kindly contact us immediately at [email protected] with a photo of the items. We will review and offer a full refund or exchange for the correct product and you don't need to return the items.

1.3 Products Not as Described

If you receive a product that is different from the original description such as material, colour, size, design or style please contact us immediately at [email protected] with photos of the items. We will review your request and send you replacements as soon as we confirm the situation and you don't need to return the items.

Additionally, please allow for up to 10% differences between advertised images and the actual item due to lighting during photo shoots or variations in monitor displays.

Note: We don't allow modifications to replacement items.

1.4 Lost or Stolen Products

If your package is missed/stolen, please contact us at [email protected] with your order ID. Once we receive your email, we will work with you to handle the issue. Additional information may be required during the process.

Note: Please keep in mind that we cannot take responsibility if the order isn't delivered due to an incorrect address or if the recipient refuses/forwards it.

1.5 Not Received Products

If you've received your tracking number but haven't received your item by the expected delivery date and the tracking is still not updated please contact us immediately at [email protected] or live chat, and we will assist you with the highest priority.

1.6 Refund Rejection Conditions

Our Refund & Return Policy does not cover the following reasons.

  • Request for a refund/replacement is after 30 days of product delivery.
  • Product damaged by misuse, mishandling, or poor maintenance.
  • Pick the wrong size, colours, product, address, custom information, etc.
  • Products that have been washed, worn, or soiled and damaged resulting from the customer's handling.
  • Products purchased during a sale or any promotion.
  • Customer change of mind or no longer needed

2. REFUND PROCESS

Once we have confirmed the refund, it will be processed within 24 hours. You will receive an email notification when the refund is issued. The refund will be credited to the original payment method used for the purchase. Please note that it may take 7-10 business days for credit card refunds and 3-7 business days for PayPal refunds to appear on your statement, depending on your financial institution.

If you haven’t received a refund yet, please don’t hesitate to contact us at [email protected], we are prepared to assist you!

3. RETURN, EXCHANGES

We are sorry to say that we do not accept returns or exchanges. However, there’s always room for exception if you are not happy with your product.

If  you receive the items from Hugilove that fall into the following criteria:

  • Damaged Or Defective Products
  • Wrong Products
  • Not As Described Products: material, colour, size, design or style

Please don’t hesitate to reach out to us at [email protected] with photos of the items. We will review and confirm then offer a full refund or replacement items for free, you don't need to return the original items.

If you require a replacement, the timeframe will follow the same process as a regular order.

In case of a refund, you can find the process here

Note: 

  • We will only proceed if you contact us within 30 days after receiving your item(s). Additional information may be required during the process. After this time frame, your queries will not be supported.
  • We do not allow modifications to replacement items.
  • We want your order to be made just the way you want it! We understand that everyone makes mistakes (including us!). Please review your information before submitting your order. Check size, colour, names & options carefully.

4. OTHER REQUESTS

If you have any questions or need assistance, please contact our customer service team at [email protected] or live chat.

Thank you for your understanding and cooperation.