Return & Refund Policy

Return & Refund Policy – The Hug Haven

🗓️ 30-Day Return Window

We gladly accept returns within 30 days of receiving your order.

To be eligible for a return:

  • Items must be unused, unworn, and returned in their original packaging with tags intact.

  • Both opened and unopened products are eligible.

  • A proof of purchase (order confirmation or receipt) is required.

To begin a return, email us at info@thehughaven.com. We’ll send you a free return shipping label and clear instructions. Please do not send back any items without prior approval.

📦 Exchanges

If you'd like to exchange an item, please initiate a return first. Once we receive and approve the returned item, you're welcome to place a new order for the desired replacement.

🛠️ Damaged or Incorrect Items

Please inspect your order upon arrival. If your item is:

  • Damaged

  • Defective

  • Incorrect

…reach out to us immediately at info@thehughaven.com. We’ll resolve the issue with:

  • A replacement

  • A refund

  • Or another suitable remedy

🚫 Non-Returnable Items

We do not accept returns for:

  • Perishable items (e.g., food, plants)

  • Custom or personalized products

  • Beauty or hygiene items

  • Gift cards

  • Sale or clearance items

  • Hazardous goods (e.g., flammable liquids)

Not sure if your item qualifies? Contact us before starting a return.

💸 Refunds

Once we receive and inspect your return, refunds are issued to your original payment method within 14 business days.

If you haven’t received your refund after 15 business days, please contact us at info@thehughaven.com for support.

🇪🇺 EU Customers – 14-Day Cooling-Off Period

If you're located in the European Union, you have the right to cancel your order within 14 calendar days of receiving it, in accordance with the EU Consumer Rights Directive. Items must be unused and returned with original packaging and tags.

⚖️ Legal

Force Majeure: We’re not liable for delays or failures due to events beyond our control (e.g., natural disasters, pandemics).

Governing Law: This policy is governed by the laws of the jurisdiction where our business is registered. All disputes will be resolved in accordance with those laws.

Policy Updates: We reserve the right to update this policy at any time. Changes apply only to future orders.

🌍 Return Eligibility by Country

We currently accept returns and exchanges from the following countries:

Australia, Canada, France, Germany, Netherlands, New Zealand, Sweden, Switzerland, United Kingdom, United States

  • Returns Accepted: Yes (defective and non-defective)

  • Exchanges Accepted: Yes

  • Return Method: By mail

  • Return Label: Included in package, free of charge

  • Restocking Fee: None

  • Refund Timeframe: Within 14 business days of return receipt

Questions?
Email us anytime at info@thehughaven.com

Let me know if you want a condensed version for your footer or email flows too!