Refund policy
Last updated: August 2, 2026
At Hugsur LLC ("Hugsur", "we", "us"), we want you to love what you ordered. If something isn't right, we're here to make it right.
30-Day Happy Guarantee
You may request a return within 30 days of receiving your order. To be eligible, the item must be unused, in the same condition you received it, and in its original packaging.
How to Start a Return
Email us at info.hugsur@gmail.com with your order number and a short description of the issue. Photos help us resolve things faster. We reply with return instructions within 1-2 business days. Please do not send items back before contacting us, as returns sent without authorization cannot be processed.
Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, or is not what you ordered, contact us within 7 days of delivery with photos. We will send a free replacement or issue a full refund, including shipping costs. You will not be asked to pay return shipping in these cases.
Return Shipping
For change-of-mind returns, the customer is responsible for return shipping costs. Original shipping charges, if any, are non-refundable. We recommend using a trackable service, as we cannot guarantee that we will receive your returned item.
Refunds
Once your return is received and inspected, we will notify you of the outcome. Approved refunds are issued to your original payment method within 5-10 business days. Depending on your bank or card issuer, it may take additional time for the refund to appear on your statement.
Exchanges
The fastest way to get a different item is to return the original for a refund and place a new order.
Non-Returnable Items
We cannot accept returns on gift cards, clearance or final-sale items, or products that have been used, washed, or damaged after delivery.
Order Cancellations
Orders can be cancelled for a full refund within 12 hours of purchase, provided the order has not yet shipped. Please email us as soon as possible if you need to cancel.
Contact Us
Email: info.hugsur@gmail.com