Returns & Refunds policy
HUGAHAG DO NOT ACCEPT EXCHANGES OR CANCELLATIONS
Because of the origin of Hugahag’s products – some of our products are made to order, and fulfilment starts immediately after the order is placed – We’re unable to accept cancellations. This does not affect your statutory rights.
All of the products at Hugahag are one-of-a-kind or made-to-order on customer requests. Hugahag does not keep stock and can not accept an exchange unless the received product is faulty and can be reprinted. This does not affect your statutory rights.
RETURN & REFUND GUIDELINE
Hugahag’s Return & Refund policy lasts 30 days (thirty days) since your purchase was made on Hugahag’s website. Contact support by filling out the contact form within 14 days (fourteen days) of delivery time.
Dispatch the items back within 14 (fourteen) days of delivery time. This doesn’t affect your statutory rights.
Please read and follow Hugahag’s Return & Refund Guideline carefully, as to how your refund is issued may vary based on the condition of the product, how long you’ve had the item, how the product was purchased, and how the item was manufactured.
Please do not send your order back to the manufacturer without contacting us within fourteen days (14 days) of delivery time.
If a refund is applicable, I will send you the correct address for your refundable product in the refund confirmation email.
TO COMPLETE YOUR RETURN:
To request a refund, please message me first here and attach the following:
Hugahag requires a receipt or proof of purchase and can only accept returns from the person who bought the item.
Please attach a picture of the problem to your refund request when you message me.
If the refund request is accepted and this is confirmed by email with the correct delivery address, please send the items back within 14 (fourteen) days of delivery time to the address Hugahag will provide you in the refund confirmation email.
If refunds are applicable and your return is received and inspected, Hugahag will send you an email to notify you that we have received your returned item.
Your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
The refund process for a credit card takes up to 3-5 business days, and for a debit card may up to 10 business days.
THE FOLLOWING ITEMS CAN NOT BE RETURNED:
Because of the nature of these items, unless they arrive damaged, miss-printed or defective, Hugahag can not accept returns for:
Custom-made, personalised products
Perishable products (like food or flowers)
Digital downloadsIntimate items (for health/hygiene reasons)
Some jewellery items which are non-returnable due to hygiene factors (like earrings)
Items on sale. If a customer damaged an item by trying to repair it themselves or getting someone else to do it.
Newspapers and magazines
Unwrapped CDs, DVDs and computer software
Any item that is returned more than 30 (thirty) days after delivery
WHY DO SOME PRODUCTS HAVE NO ACCEPTANCE FOR REFUNDS?
Some of my items are digital downloads – printable files, therefore impossible to know if they have been printed or not. Cancellations, refunds, and exchanges are not available.
Hugahag can’t take responsibility for the buyer’s device settings. This does not affect your statutory rights.
Personalised items and custom-made items, which are made as per specific requirements and are personalised or otherwise, can’t be resold due to personalisation. This does not affect your statutory rights.
Intimate items and some of our jewellery are non-refundable, and no exchange or cancellation is acceptable for health/hygiene reasons. This does not affect your statutory rights.
Items on sale are only regular-priced items, which may be refunded; unfortunately, sale items cannot be refunded. This does not affect your statutory rights.
SHIPPING & THE CONDITION OF REFUNDS
If a refund is applicable, to return your product, you will be responsible for paying for your own shipping costs for returning the item you purchased on our Ko-Fi shop.
Shipping costs are non-refundable. When you receive a refund, the cost of return shipping will be deducted from your refund.
If the item is not returned in its original condition, the buyer is responsible for any loss in value. If you are shipping a returned item over £50, you should consider using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive the item you returned to us.
Please do not send your order back to the manufacturer without contacting us within fourteen days (14 days) of delivery time. If a refund is applicable, I will send you the correct address for your refundable product in the refund confirmation email.
LATE OR MISSING REFUNDS:
If you haven’t received a refund yet, please first check your bank account again. Then contact your credit card company; it may take some time before your refund is officially posted and available in your bank account. Next, please contact your bank. There is often some processing time before a refund is posted and available in your bank account. If you’ve done all of this and you still have not received your refund yet, please contact me by filling out the form.
CUSTOM & EXPORT TAXES:
In general, the buyer is responsible for paying additional costs, such as duties, taxes and customs clearance fees. Buyers are responsible for any customs and import taxes that may apply, we are not responsible for delays due to customs. This does not affect your statutory rights.
These charges can vary widely and are often based on:
the price and the type of item
package weight and dimensions
origin country
the tax, duties and fees of the destination country
If the goods weren't marked as a gift when purchased, or the gift giver had the order shipped to themselves to give it to you later, we will send the refund to the gift giver.
CONTACT US:
If you have any questions about our Returns and Refunds Policy, please contact us by email contact@hugahag.com