Refund policy
REFUND & RETURN POLICY
EU Right of Withdrawal In accordance with EU consumer protection law, customers in the European Union have the right to withdraw from their purchase within 14 days of receiving their order, without providing any reason. To exercise this right, please contact us at hugsykidsstore@gmail.com before the 14-day period expires. Once we confirm your withdrawal request, you have a further 14 days to return the item. We will issue a full refund, including standard delivery costs, within 14 days of receiving the returned item.
General Return Policy We accept returns within 30 days of delivery. Items must be in their original condition — unused, with original packaging and proof of purchase. To initiate a return, please contact us first at hugsykidsstore@gmail.com. Unrequested returns will not be accepted.
Non-Returnable Items The following items are exempt from the EU right of withdrawal and our general return policy for hygiene and customisation reasons:
- Personal care items (teethers, pacifiers, toothbrushes)
- Custom or personalised products
- Items purchased on sale or as part of a special offer
- Gift cards
Damaged or Incorrect Items Please inspect your order upon receipt. If your item is defective, damaged, or incorrect, contact us immediately so we can resolve the issue. In these cases, Hugsy covers all return shipping costs.
Return Shipping Unless the return is due to our error or a defective product, customers are responsible for return shipping costs.
Refunds Once your return is received and inspected, we'll notify you of the outcome. Approved refunds are processed to your original payment method. Please allow a few business days for your bank to process the refund.
Non-Collected Packages Packages returned due to non-collection are not eligible for refund and cannot be re-shipped free of charge.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at hugsykidsstore@gmail.com. If your return is accepted, we’ll send you an instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
In the event that repeated returns are observed or in the event that we find that the right to return is being abused, the Hugsy company reserves the right to refuse the return of the product even if the other terms and conditions are met.
You can always contact us for any return question at hugsykidsstore@gmail.com.
Exchanges
* Returned products can be exchanged for another product, size or color or a refund.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Return shipping cost
Return shipping costs are the responsibility of the customer. Hugsy Kid's Store does not cover the costs of returning the product. The safe return of the product is the customer's responsibility, therefore an appropriate shipping method is recommended (Courier, ELTA registered, prescribed packaging).
Returned products are customer responsibility until they reach us.
*In the event of an error by the company in sending the product or receiving a defective product, the shipping costs are borne entirely by Hugsy.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.
Non picked up and returned packages will not be accepted for refund.
If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.