Returns & Refund Policy
Returns & Refunds Policy
Your satisfaction is important to us. We want you to feel confident ordering from Hugapup™ Co., and we’re here to help if something is not quite right.
Return Eligibility
We offer a 30 day return window from the date of delivery for products that meet the criteria below.
To be eligible for a return:
- The item must be unused and unwashed
- The item must be in its original condition and packaging
- Proof of purchase is required
Because our products are used by pets and shipped vacuum packed, items that show signs of use cannot be accepted for return unless they arrive defective. Customers are responsible for return shipping costs unless the item arrived damaged or defective.
How to Start a Return
To initiate a return, please contact our support team at:
Include your order number and a brief explanation of the issue. Our team will review your request and provide return instructions if the item is eligible.
Please do not send items back without contacting us first.
Refunds
Once your return is received and inspected, approved refunds will be issued to the original payment method within 5 to 10 business days.
Refund timing may vary depending on your payment provider.
Non Returnable Items
For hygiene and safety reasons, the following items are not eligible for return:
- Used or washed items
- Items returned without original packaging
- Items damaged due to misuse or normal wear
Damaged or Defective Items
If your item arrives damaged or defective, please contact us within 48 hours of delivery and include clear photos of the issue. We will review the situation and work with you to provide a replacement or refund where appropriate. Damage caused by improper washing or drying, including high heat, is not considered a defect.
Questions or Support
If you have any questions about returns or refunds, our support team is happy to help.
Email: support@hugapup.co