Refund policy

14-Day Return Policy

We offer a 14-Day return policy for all products purchased through our online store. If you're not satisfied with your purchase, you can return it within 14 days from the date of receipt for a full refund or exchange, subject to the terms and conditions below.

Returned items must be in their original form (unopened, unaltered, unused) and have all original tags/labels attached. Our inspection team will verify if the returned items meet those requirements. Otherwise, we will not issue a refund or return the items to you.

Return Process

• Please contact us at help@hugmie.ie for return request.

• We'll review your returned item(s) and send you a message to let you know if your request has been approved or denied.

• A return address will be sent if your return is approved.

• As soon as your return has been processed at our warehouse, we will send you a message as to whether your returned items were approved or denied. If approved, your refund will be issued and sent to your original credit card within 2-5 business days.

Important Notice

*Our refund policy applies only to online purchases. Products purchased from our local stores may have different refund and return terms. Please contact the relevant store for more information on their specific return policies.

*Please do not send your return parcel to the return address on your package. This is not the return address and will affect the processing of your return. You should only send it to the address on the return label we provide.

*Be sure not to accidentally include non-Hugmie items in your return package. We will not be responsible for returning those items to you.

*You will be responsible for the return shipping fee.

*There is only one return opportunity for the same order.

 

Eligibility for Return

To be eligible for a return, your item must be unused, in the same condition that you received it, and in the original packaging. Products that are damaged or altered by yourself in any way will not be eligible for a refund or exchange.

 

Damage & Defects

We take pride in the quality of our pieces and if it's anything less than great, we want to make it right.

In case you receive a damaged or defective item, please get in touch with us and we'll try and sort it out for you as soon as possible.

Make sure to include the information below:

1) Your order number

2) Product name or SKU number/Product code (you can find this in your confirmation email)

3) Describe the damage/defects and provide clear photos

Exchange

Unfortunately, at this time we are unable to process exchanges. If you would like to change the product you ordered, we would suggest processing a return and placing a new order.

 

Online Orders for Exchange in Store

If you wish to exchange an online order in one of our physical stores, please email our customer service team for confirmation before visiting the store. Exchange requests without prior approval may not be accepted.

 

In-Store Exchange Only (No Refunds)

Our physical stores are only able to process exchanges for online orders. Refunds or returns are not available in-store. If you wish to return an item and request a refund, please contact our customer service team for assistance.

Exceptions / non-returnable items

Some items are non-returnable, such as:

• Opened or used electronics (e.g., phones, tablets, computers)
• Customized or personalized products
• Digital products or downloadable content

Unfortunately, we cannot accept returns on sale items or gift cards.

Return Shipping

The customer is responsible for return shipping costs unless the product is defective or incorrect. We recommend using a tracked shipping service for returns, as we cannot guarantee receipt of your returned item.

 

Warranty

We offer free 3 month warranty. Our warranty guarantees the quality, workmanship and functionality of our products.

We are happy to say that we are all humans, and naturally, with that comes a degree of human error. We can and do (sometimes) make mistakes! Please do not suffer in silence if you are not 100% satisfied with the quality of our products, simply return to us.

Our Warranty does not cover any of the following:

• Accidental Damage
• Physical Damage (eg. dropping, scrapes, cracks)
• Water Damage
• Structural Damage (eg, bending or warping of the products)

 

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 5 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at help@hugmie.ie.