Return & Refund Policy

Last updated: 09/10/2026

At Hugsypet, we want you to shop with confidence. We offer a 30-day return policy from the date you receive your order, subject to the terms below and applicable consumer protection laws.

RETURNS

You may request a return within 30 days of receiving your order.

To be eligible for a return, the item must be in a condition that allows us to assess its nature, features, and functionality. If the item has been used or damaged beyond what is reasonably necessary to inspect it, we may reduce the refund amount where permitted by law.

Whenever possible, please return the item with all included components and its original packaging.

To start a return, please contact us through our contact form. We will review your request and provide the appropriate return address and instructions by email.

Return addresses may vary depending on the product, destination country, and fulfillment center. Please contact us before sending your item back.

Unless the item arrived damaged, defective, or incorrect, return shipping costs are the customer's responsibility, where permitted by law.

DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

Please inspect your order upon arrival.

If your item arrives damaged, defective, or incorrect, contact us as soon as possible through our contact form and include your order number and photos of the issue, if applicable.

We will review the situation and provide an appropriate solution, such as a replacement or refund. We will cover reasonable return shipping costs where applicable.

Nothing in this policy limits your statutory consumer rights.

EXCEPTIONS

Some items may not be eligible for returns, including personalized or custom-made products and items that cannot legally be returned for health or hygiene reasons, where applicable.

These exceptions do not affect any rights you may have under applicable consumer protection laws.

EXCHANGES

We do not currently offer direct exchanges.

If you would like a different product, you may request a return for your original item and place a separate order, subject to this policy and applicable law.

ORDERS THAT CANNOT BE DELIVERED

If an order cannot be delivered because of an incorrect address provided by the customer, repeated failed delivery attempts, or failure to collect the package, please contact us.

Depending on the circumstances, we may offer reshipment or a refund. Any shipping or handling costs deducted from a refund will be assessed on a case-by-case basis and only where permitted by applicable law.

REFUNDS

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

Approved refunds will be issued to the original payment method within the timeframe required by applicable law. Processing times may vary depending on your payment provider.

Original shipping charges are generally non-refundable, except where required by law or where the return is due to our error, a defective item, or a damaged item.

INTERNATIONAL CONSUMER RIGHTS

This policy applies to orders shipped to the United States, Canada, the United Kingdom, and Australia.

Consumer protection laws vary by country and, in some cases, by state, province, or territory. Nothing in this policy excludes, restricts, or replaces any consumer rights or remedies that cannot legally be excluded or limited.

For customers in the United Kingdom, statutory cancellation rights for eligible online purchases apply in addition to any applicable terms of this policy.

For customers in Australia, consumer guarantees under the Australian Consumer Law apply where relevant.

CONTACT US

For questions about returns or refunds, please contact us through our contact form. Please include your order number so we can assist you.