General terms and conditions

Last updated: May 4, 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 Terms and Conditions and our Privacy Policy.

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

1. Applicability

These General Terms and Conditions apply to all:

  • orders and purchases via hugsback.com
  • agreements concluded via our webshop
  • visits and use of our website and Services

By placing an order or using our website:

  • you agree to these terms;
  • you declare to be legally competent (at least 18 years old or with the consent of a parent/guardian).

2. Your data and account

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

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

You are responsible for:

  • providing correct data;
  • keeping your data up-to-date;
  • safely storing your login details (if you have an account).

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

3. Our products

Hugsback sells weighted plush toys and related products.

  • We try to display products as clearly and realistically as possible (photos, descriptions, features).
  • Colors and details may differ slightly due to screen settings.
  • Our products are not personalized and are delivered as standard.
  • Products are intended for personal use only and not for resale. Online sharing of the Hugsback bear is not permitted without written permission from Hugsback.

We reserve the right to:

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

4. Conclusion of the agreement

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

The agreement is only concluded when:

  • you receive an order confirmation by 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 misuse or fraud;
  • the product is unexpectedly not (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 levies in the country of destination.

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 authorized 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:

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

Our shipping is handled by:

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

Indicative delivery times (no guarantees):

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

Once your order has been handed over to the carrier:

  • the further delivery time is up to the carrier;
  • the risk of loss or damage passes to the customer, unless otherwise required by law.

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

7. Returns and cooling-off period

At Hugsback, you can return items for free for 30 days.

  • The cooling-off period starts on the day you received the product.
  • Within this period, you may try out the product as you would in a store.
  • We ask you to handle the product and its packaging carefully.

Returns are handled 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 costs are at our expense (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 can be found in our return policy:
https://hugsback.com/pages/retour-beleid

8. Warranty

All Hugsback products come with:

  • statutory warranty (product must perform as reasonably expected);
  • plus an additional 2-year Hugsback warranty, as described on our website.

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

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

The warranty does not apply to:

  • damage due to improper use or misuse;
  • fall, impact, water, or fire damage;
  • self-inflicted changes 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 the property of Hugsback or our partners and is protected by intellectual property rights.

It is not permitted to copy, commercially use, 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.

It is prohibited to, among other things:

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

In case 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 policies.

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. Nevertheless, we cannot guarantee that:

  • the website will always function without errors or interruptions;
  • all information will be 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 due to incorrect use of products;
  • delays or errors by carriers.

Our total liability remains limited to the amount you actually paid for the product in question, unless mandatory law dictates otherwise.

13. Force majeure

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

Force majeure includes, among other things:

  • disruptions at 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 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.

16. Contact details

Hugsback
Broekkantsedijk 32
5482ET Schijndel
The Netherlands

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