Return policy
Last updated: 25 July 2026
At Hugsback, we want you to be completely satisfied with your order. That is why we offer an extended return period of 30 days after receipt.
This return policy explains how to register a return or cancellation, which conditions apply, in which countries returns are free and how the refund is processed.
Start a return or cancellation
You can request a return or cancellation through your Hugsback account.
Start a return or cancellation
Through your Hugsback account, you can:
- view your order;
- submit a return request;
- request a cancellation as long as your order has not yet been processed or shipped;
- the status of your request.
Unable to submit your request through your account? Then contact us via info@hugsback.com. Please include your name and order number where possible.
1. 30-day return period
You have 30 days to let us know that you want to return your order. This period starts on the day after you, or a third party appointed by you, receive the order.
Does your order consist of multiple products delivered separately? Then the return period starts on the day after you receive the last product.
Does the last day of the return period fall on a weekend or an official public holiday? Then the period will be extended until the next working day.
You do not need to provide a reason to exercise your right of return. We may ask for the reason to improve our products and services, but providing a reason is not mandatory.
After registering your return, you have a maximum of 14 days to actually send the product back.
2. Inspecting and assessing the product
During the return period, you may inspect and assess the product as you would in a physical store.
You may remove the product from the packaging and briefly assess it to determine its nature, characteristics and functioning. You are responsible for any reduction in value if the product has been used more extensively or intensively than necessary for this purpose.
We therefore ask you to handle the product and packaging with care.
Where possible, return the product:
- complete and with the included accessories;
- clean and hygienic;
- without unnecessary damage;
- without stains, odours or clear signs of intensive use;
- properly and securely packaged;
- preferably in the original packaging.
The absence of or damage to the original packaging does not automatically mean that you cannot exercise your statutory right of return. If the product or packaging has demonstrably decreased in value due to unnecessary use, we may deduct this reduction in value from the amount to be refunded.
3. Free returns
Hugsback offers free returns for orders delivered in:
- The Netherlands;
- Belgium;
- Germany;
- Austria;
- France.
After registering your return, you will receive further instructions. If your return falls under our free return offer, you will receive a return label or another free return option by email.
Always use the return method and instructions provided by Hugsback. If you choose a different or more expensive shipping method yourself without prior consultation, these costs will not automatically be reimbursed by Hugsback.
Free returns do not automatically apply to returns from a country other than the original delivery country.
4. Return costs from other countries
For orders delivered to all other countries, the direct costs of returning are borne by the customer.
In that case, you are responsible for:
- correctly addressing the return package;
- carefully packaging the product;
- paying the return costs;
- keeping the proof of shipment;
- tracking the return shipment.
We strongly recommend using a shipping method with tracking. If you choose a carrier yourself, the return shipment remains your responsibility until it has been received by Hugsback.
The original shipping costs and any import duties, local taxes, customs clearance costs, or other charges paid outside the European Union are not part of the return costs.
Any import duties or customs clearance costs incurred because a return shipment was not correctly declared as a return may be deducted from the refund amount if these costs are charged to Hugsback.
5. Registering a return
You can register your return through your Hugsback account:
Log in with the email address you used to place the order. Select the order and then submit your return request.
After registering, you will receive instructions for returning the product. Do not send a return shipment without accompanying return information, as we may otherwise be unable to link the shipment to your order.
You can also register your return by sending an email to info@hugsback.com. Please include:
- your name;
- your order number;
- the product you wish to return;
- if available, the number of products you are returning.
Providing a reason is not required.
Our return address is:
Hugsback
Broekkantsedijk 32
5482 ET Schijndel
Netherlands
Please wait for our return instructions before sending the package.
6. Cancelling an order
You can request a cancellation through your Hugsback account as long as your order has not yet been processed or shipped.
Log in with the email address you used to place the order and select the relevant order.
We aim to process cancellations as quickly as possible. However, a request is only final once you have received confirmation from Hugsback.
Has your order already been processed, packed, handed over to the carrier or shipped? Then we may no longer be able to stop the shipment. After receipt, you can register the order for return in accordance with this return policy.
Do not refuse a package without prior consultation. A refused package is not always automatically or directly returned to Hugsback and may therefore cause delays or additional costs.
7. Refund
After a valid withdrawal, we will refund the amount due within 14 days at the latest, calculated from the day you informed us that you are cancelling the purchase.
We may wait to issue a refund until:
- we have received the returned product; or
- you have provided proof that the product has been returned,
depending on which occurs first.
The refund will be made using the same payment method that was originally used to pay for the order, unless you expressly agree to a different payment method. We do not charge any administrative fees for the refund.
Returning a full order
When you return the full order, we will refund:
- the purchase amount of the returned products;
- the original costs of the cheapest standard delivery offered by Hugsback, if you paid these shipping costs.
Did you choose a more expensive, expedited or additional shipping method? Then we do not have to refund the difference compared with the cheapest standard delivery.
Returning part of an order
When you return only part of an order, we will refund the purchase amount of the returned products.
The original shipping costs will not be refunded for a partial return, insofar as these costs would also have been incurred if only the products kept had been ordered.
Discounts and bundles
When a discount depended on the number of products ordered, a minimum order value or a bundle offer, returning part of the order may affect the final discount.
In that case, we may recalculate the order based on the products you keep. Any difference may be offset against the amount to be refunded.
8. Exchanges
You can request an exchange within 30 days of receipt.
Exchanges are subject to the availability of the desired product or variant. An exchange is normally processed after we have received and inspected the original product.
When there is a price difference:
- you pay the difference if the new product is more expensive;
- you will receive the difference back if the new product is cheaper.
The rules on free returns and return costs in this policy also apply to exchanges.
If a direct exchange is not possible, we may ask you to return the original product and place a new order for the desired product.
9. Incorrect, damaged or defective product
Have you received the wrong product, has your order arrived damaged or is the product defective? Please contact us as soon as possible via info@hugsback.com.
Please include:
- your name;
- your order number;
- a clear description of the problem;
- clear photos or a video showing the problem.
Do not return a damaged or defective product on your own initiative. We will first provide you with appropriate return or resolution instructions.
If a product is delivered incorrectly, damaged or defective, the necessary return costs will not be at your expense. Depending on the situation, we will offer an appropriate solution, such as repair, replacement or a refund.
In addition to your legal warranty, Hugsback offers an additional two-year warranty in accordance with the conditions in our warranty policy.
10. Discounted products and exceptions
Discounted products, promotional products and products purchased during a sale may also be returned in accordance with this return policy.
A label such as “sale”, “clearance” or “final sale” does not automatically limit the legal right of withdrawal.
The right of return can only be excluded if a product falls under a legal exception. This may apply, for example, to:
- products made specifically according to the customer's instructions or clearly personalised;
- sealed products that are not suitable for return for health or hygiene reasons after the seal has been broken;
- other products for which the law explicitly excludes the right of withdrawal.
Where a legal exception applies, this will be clearly stated for the relevant product before the order is placed.
11. Orders from physical points of sale
This return policy applies to online orders placed directly through the Hugsback webshop.
Purchases made from an external store, reseller, marketplace or other physical point of sale must generally be returned to the seller from whom the purchase was made. Different voluntary return conditions may apply.
Your legal rights regarding an incorrect, damaged or defective product remain applicable.
12. Contact details
Do you have questions about a return, exchange or cancellation? Our team is happy to help.
Hugsback
Broekkantsedijk 32
5482 ET Schijndel
Netherlands
Email: info@hugsback.com
WhatsApp: +31 6 45972787
Chamber of Commerce: 97949620
VAT number: NL868300500B01
