General terms and conditions

Last updated: May 4, 2026

This website and webshop are managed 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 carefully. They explain the agreements 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 via hugsback.com
  • agreements made through our webshop
  • visiting and using our website and Services

By placing an order or using our website:

  • you agree to these terms;
  • declare that you are legally competent (at least 18 years old or with permission from a parent/guardian).

2. Your information and account

When placing an order or possibly creating an account, we ask for correct and up-to-date information, such as:

  • name
  • address
  • email address
  • phone number
  • delivery address

You are responsible for:

  • providing accurate information;
  • keeping your information up to date;
  • the safe storage of your login details (if you have an account).

Use of a false identity, incorrect data, or deception is not permitted.

3. Our products

Hugsback sells weighted plush toys and related products.

  • We strive to present products as clearly and accurately as possible (photos, descriptions, features).
  • Colors and details may vary slightly due to screen settings.
  • Our products are not personalized and are delivered as standard.
  • Products are intended solely for personal use, not for resale. Online sharing of the Hugsback bear is not permitted without written consent from Hugsback.

We reserve the right to:

  • to modify or remove products from the assortment;
  • to adjust prices and descriptions.

4. Conclusion of the agreement

An order via our webshop is considered an offer to purchase one or more products.

The agreement is only concluded when:

  • you receive an order confirmation email from us.

We may refuse or cancel an order when:

  • data is incorrect or incomplete;
  • there is a clear error in price or product information;
  • there are suspicions of abuse or fraud;
  • the product is unexpectedly no longer available.

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

5. Prices and payment methods

All prices on hugsback.com are:

  • including VAT;
  • excluding any import duties or local taxes in the destination country.

We offer secure payments via, among others:

  • iDEAL
  • Klarna
  • Visa, Mastercard, Maestro
  • American Express
  • PayPal
  • Apple Pay
  • Google Pay
  • Shop Pay
  • Bancontact

Payments are processed via Mollie and Shopify Payments.

By placing an order, you declare that:

  • you are entitled to use the chosen payment method;
  • the payment details are correct;
  • you agree to all displayed costs (including VAT and shipping costs, if applicable).

6. Shipping and Delivery

We currently deliver to:

  • Netherlands
  • Belgium
  • Germany
  • Austria
  • Switzerland
  • England
  • France

Our shipping is done via:

  • PostNL and DHL within the Netherlands
  • various carriers via Sendcloud for international orders

Indicative delivery times (no guarantees):

  • Netherlands: usually next working day for orders placed before 18:00
  • Belgium: approx. 1–2 working days
  • Germany: approx. 2–3 working days
  • Austria: approx. 2–4 working days
  • Switzerland: approx. 3–6 working days
  • England and France: approx. 3–5 working days

Once your order has been handed over to the carrier:

  • the further delivery time lies with the carrier;
  • the risk of loss or damage passes to the customer, unless otherwise provided by law.

More information about shipping can be found in our shipping policy:
https://hugsback.com/pages/verzend-beleid

7. Returns and Reflection Period

At Hugsback, you may return for free within 30 days.

  • The reflection period starts on the day you receive the product.
  • Within this period, you may try the product as you would in a store.
  • We ask you to handle the product and packaging carefully.

Returns are processed via email:

  • Send a message to info@hugsback.com with your order number and reason for return.
  • You will receive instructions for the return shipment from us.
  • Return shipping costs are on us (free returns).

After receipt and inspection of the return:

  • we will refund the purchase amount as soon as possible via the original payment method.

Full terms are in our return policy:
https://hugsback.com/pages/retour-beleid

8. Warranty

All Hugsback products are subject to:

  • statutory warranty (product must do what you can reasonably expect);
  • plus an additional Hugsback warranty of 2 years, as described on our website.

If something goes wrong during normal use within the warranty period:

  • contact us via info@hugsback.com;
  • preferably include photos and your order number;
  • we assess the situation and provide an appropriate solution (e.g., replacement or repair).

The warranty does not apply in case of:

  • damage due to improper use or abuse;
  • fall, impact, water, or fire damage;
  • self-made modifications or repairs.

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

9. Intellectual Property

All content on hugsback.com, including:

  • texts
  • illustrations and photos
  • logos
  • designs
  • layout

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

It is not permitted to copy, commercially use, distribute, or edit our content without prior written permission from Hugsback.

10. Use of the website and prohibited behavior

You may only use our website and Services for:

  • lawful purposes;
  • personal, non-commercial purposes.

It is prohibited to, among other things:

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

In case of abuse 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 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 offer our website and Services carefully and securely. However, we cannot guarantee that:

  • the website always works flawlessly or uninterrupted;
  • all information is completely up to date at any time.

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

  • indirect damage or consequential damage;
  • loss of data;
  • lost profits;
  • damage due to incorrect use of products;
  • delays or errors by carriers.

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

13. Force majeure

In situations of force majeure, we are not liable for delays or non-fulfillment of obligations.

Force majeure includes, among other things:

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

14. Changes to these terms

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

We may adjust these terms 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.

15. Applicable law and disputes

These General Terms and Conditions are exclusively governed by Dutch law.

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

16. Contact details

Hugsback
Broekkantsedijk 32
5482ET Schijndel
Netherlands

E-mail: info@hugsback.com
WhatsApp: +31 6 45972787
Chamber of Commerce: 97949620
VAT number: NL868300500B01