Terms and conditions

Last updated: 25 July 2026

This website and webshop are operated by Hugsback. When you visit our website, place an order or otherwise use our services (the “Services”), you agree to these General Terms and Conditions and our Privacy policy.

Please read these terms and conditions carefully. They explain the arrangements that apply between you and Hugsback regarding, among other things, orders, payments, shipping, returns and warranty.

1. Applicability

These General Terms and Conditions apply to all:

orders and purchases through hugsback.com
agreements concluded through our webshop
visiting and using our website and Services

By placing an order or using our website, you:

agree to these terms and conditions;
declare that you have legal capacity to act (at least 18 years old or with the consent of a parent/guardian).

2. Your information and account

When placing an order or creating an account, where applicable, we ask you to provide accurate and up-to-date information, such as:

name
address
email address
telephone number
delivery address

You are responsible for:

providing accurate information;
keeping your information up to date;
safely storing your login details (if you have an account).

The use of a false identity, incorrect information or deception is not permitted.

3. Our products

Hugsback sells weighted plush toys and related products.

We aim to display products as clearly and accurately as possible (photos, descriptions, features).
Colours and details may vary slightly due to screen settings.
Our products are not personalised and are supplied as standard.
Products are intended solely for personal use, not for resale. Online sharing of the Hugsback bear is not permitted without Hugsback's written consent.

We reserve the right to:

change products or remove them from the range;
adjust prices and descriptions.

4. Formation of the agreement

An order placed through our webshop constitutes an offer to purchase one or more products.

The agreement is only concluded when:

you receive an order confirmation from us by email.

We may refuse or cancel an order if:

information is incorrect or incomplete;
there is an obvious error in the price or product information;
there are suspicions of misuse or fraud;
the product is unexpectedly no longer available.

In that case, we will inform you and refund any amounts paid.

5. Prices and payments

The prices displayed in our webshop and during checkout include applicable VAT, where applicable.

Any shipping costs are clearly displayed before the order is placed. For deliveries outside the European Union, import duties, local taxes, customs clearance fees, or other charges may also apply. These costs are not included unless it is expressly stated during checkout that Hugsback collects these costs in advance.

The available payment methods may vary by country and are shown during checkout. Payments may be processed via Shopify Payments and Mollie, among others.

By placing an order, you declare that:

you are authorised to use the selected payment method;
the payment details you provide are correct and complete;
you agree to the total amount displayed before completing the order.

In the event of an obvious error in a price, product description, or offer, we may cancel the order. If an order has already been paid for, we will refund the amount received using the original payment method.

6. Shipping, delivery and customs costs

Hugsback ships to the countries and regions available during checkout.

Current delivery areas, shipping costs, and estimated delivery times are listed in our shipping policy. The amount and delivery method shown during checkout always prevail.

We aim to process orders placed on business days before 18:00 on the same day and hand them over to the carrier. Orders placed after 18:00, at the weekend, or on a public holiday are generally processed on the next business day.

The stated delivery times are estimates and not guaranteed delivery dates. Delivery may be delayed due to, among other things:

busy periods for carriers;
public holidays;
weather conditions;
technical malfunctions;
delays at sorting centres;
customs checks;
incorrect or incomplete address details.

Once an order has been shipped, the customer will receive a tracking code where available.

Hugsback remains responsible for the risk of loss or damage until the order has been received by the customer, or by a third party designated by the customer, insofar as mandatory consumer law so provides.

Incorrect address or failed delivery

The customer is responsible for entering the delivery address correctly and completely.

If a package cannot be delivered due to an incorrect or incomplete address, failure to collect the package on time, or another circumstance attributable to the customer, the package may be returned to Hugsback.

If the package needs to be resent, shipping costs may be charged again, insofar as legally permitted.

Customs and import duties

For deliveries within the European Union, import duties or customs clearance fees generally do not apply.

For deliveries to a destination outside the European Union, import duties, local VAT, customs clearance fees or other local charges may be charged by customs, tax authorities or the carrier.

Unless it is explicitly stated during checkout that these costs are included or collected in advance, these additional costs are borne by the customer.

Hugsback has no influence over the amount of these costs and cannot always determine in advance what amount will be charged by the local authorities or carrier.

More information about delivery areas, shipping costs, delivery times and international shipping can be found in our shipping policy.
https://hugsback.com/pages/verzend-beleid

7. Returns, cooling-off period and refunds

In addition to the statutory cooling-off period, Hugsback offers an extended return period of 30 days.

The return period begins on the day after the order is received by the customer or by a third party designated by the customer.

Within this period, the customer may inform us that they wish to cancel the purchase without giving a reason. Providing a reason is allowed, but not required.

A return can be registered through the available online return or cancellation option, or by sending an email to info@hugsback.com. Please include the order number where possible.

After registering the return, the customer will receive instructions for sending the product back. The product must then be returned without undue delay and no later than 14 days after registering the return.

Free returns

Returns are free when the customer uses the return method and return instructions provided by Hugsback.

If the customer chooses a different or more expensive shipping method without prior consultation, these additional costs will not automatically be borne by Hugsback.

Assessing the product

During the return period, the customer may inspect and assess the product as would be possible in a physical store.

The customer is responsible for any reduction in value if the product has been used beyond what was necessary to establish its nature, characteristics and functioning. This may be the case, for example, if the product is returned damaged, soiled, incomplete or used more intensively than necessary.

Refund

After a valid cancellation, we will refund the payments received within 14 days at the latest, using the same payment method used to pay for the order, unless a different payment method is explicitly agreed upon.

We may wait to issue a refund until:

we have received the returned product; or
the customer has demonstrated that the product has been returned,

depending on which occurs first.

When the entire order is returned, we will also refund the cost of the cheapest standard delivery option offered by us. Any additional costs for a more expensive or expedited shipping method will not be refunded.

When only part of an order is returned, the original shipping costs will not be refunded.

Damaged, incorrectly delivered or defective products are not covered by a standard return. In that case, please contact info@hugsback.com, so that we can offer an appropriate solution free of charge.

More information can be found in our return policy.
https://hugsback.com/pages/retour-beleid

8. Warranty

All Hugsback products are covered by:

statutory warranty (the product must do what you can reasonably expect it to do);
plus an additional 2-year Hugsback warranty, as described on our website.

If something goes wrong within the warranty period due to normal use:

contact us via info@hugsback.com;
preferably include photos and your order number;
we will assess the situation and offer an appropriate solution (for example, replacement or repair).

The warranty does not apply to:

damage caused by improper use or misuse;
damage caused by dropping, impact, water or fire;
modifications or repairs made by yourself.

Full explanation:
https://hugsback.com/pages/garantie

9. Intellectual property

All content on hugsback.com, including:

texts
illustrations and photos
logos
designs
layout

is the property of Hugsback or our partners and is protected by intellectual property rights.

You may not copy, use commercially, distribute or modify our content without prior written permission from Hugsback.

10. Use of the website and prohibited conduct

You may only use our website and Services for:

lawful purposes;
personal, non-commercial purposes.

Among other things, it is prohibited to:

use the website in a way that violates laws or the rights of others;
spread harmful or misleading information;
upload viruses, malware or other harmful code;
collect the login details or personal data of others;
circumvent security measures;
copy or resell our content without permission.

In the event of misuse or violation, we may:

block your access to the website;
cancel orders;
terminate an account (if applicable).

11. External services and platforms

Our webshop runs on Shopify and uses various service providers, such as:

Shopify (hosting, platform)
Mollie (payments)
Sendcloud (shipping)
Klaviyo (newsletters)

These third parties have their own terms and conditions and privacy policy.

By using our website, you also agree to the processing of data as described in our Privacy policy:
https://hugsback.com/pages/privacy-beleid

12. Liability

We do our best to provide our website and Services carefully and securely. However, we cannot guarantee that:

the website always operates without errors or interruptions;
all information is fully up to date at all times.

To the extent permitted by law, Hugsback is not liable for:

indirect or consequential damage;
loss of data;
loss of profit;
damage caused by incorrect use of products;
delays or errors by carriers.

Our total liability is limited to the amount you actually paid for the relevant product, unless mandatory law provides otherwise.

13. Force majeure

In situations of force majeure, we are not liable for delays or failure to fulfil obligations.

Force majeure includes, among other things:

disruptions involving carriers or logistics partners;
strikes;
power or internet outages;
natural disasters;
war, unrest or other exceptional circumstances.

14. Changes to these terms and conditions

The most recent version of these Terms and Conditions can always be found at:
https://hugsback.com/pages/algemene-voorwaarden

We may amend these terms and conditions from time to time.
The date at the top indicates when they were last updated.

By continuing to use our website after a change, you agree to the latest version of the terms and conditions.

15. Applicable law and disputes

These Terms and Conditions are governed exclusively by Dutch law.

Any disputes will preferably first be resolved through consultation.
If we cannot resolve the matter together, disputes will be submitted to the competent court in the Netherlands.