Return Policy

Last updated: November 16, 2025

At Hugsback, we want you to be completely satisfied with your weighted plush toy. That's why we offer 30 days free returns for all our customers, in all countries where we deliver. On this page, you can read exactly how returns work and what the conditions are.

1. Return Period

You have 30 days from the day of receipt to return or exchange your order.
Within this period, you can register a return without giving a reason.

2. Conditions for Return

To qualify for a full refund, your product must:

  • be complete (including any accessories),
  • be clean,
  • be undamaged,
  • be in reasonable original condition,
  • and preferably be returned in the undamaged original packaging.

Note: Products with signs of use, damage, stains, or odor may be refused.

3. Free Returns (all countries)

All returns are completely free, regardless of the shipping country.

We provide the return label via email after you have registered the return.

4. How to Register a Return?

Returning is easy at Hugsback via email:

  • Send a message to info@hugsback.com
  • Include your order number and name
  • If desired, add the reason for return (not required)

We will send a confirmation and a free return label within 24 hours.

5. Refund

We process refunds:

  • Within 14 days
  • After receipt and inspection of the return shipment

The refund is always made via the same payment method used for the purchase.

You will receive the full amount, including the original shipping costs.

6. Defective or Damaged Product

Did your product arrive damaged or do you experience a defect within the warranty period?

In such cases, we will provide a free replacement or appropriate solution.

7. Exceptions

We have no exceptions:
All Hugsback products can be returned within 30 days, as long as they meet the conditions for condition and cleanliness.

We do not sell personalized products or hygiene products that are legally excluded from return.

8. Exchanges

Exchanges are possible within 30 days.
You can choose to:

  • receive another product, or
  • choose a different color/variant (if available)

Exchanges are processed as soon as the original order is received by us.

9. Condition of Packaging

The original packaging must be undamaged to qualify for a full refund.

Damaged packaging may result in a partial or refused refund.

10. Refunds

Refunds are always processed via the same payment method used for the original order.

11. Contact

Do you have questions about returns?
Our team is always ready to help you.

Hugsback
Broekkantsedijk 32
5482ET Schijndel
Netherlands

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