Returns Policy

Last updated: November 16, 2025

At Hugsback, we want you to be completely satisfied with your weighted cuddly toy. That's why we offer 30 days of free returns for all our customers, in all countries where we ship. This page explains exactly how returns work and what the terms and 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 returns

To qualify for a full refund, your product must:

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

Please note: Products with signs of use, damage, stains or odors may be refused.

3. Free returns (all countries)

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

We will provide the return label by email after you have registered the return.

4. How do you register a return?

Returns at Hugsback are easy via email:

• Send a message to info@hugsback.com
• Please state your order number and name
• Add the reason for return if desired (not mandatory)

We will send you 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 will always be 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 are you experiencing a defect within the warranty period?

• Defects are covered by our 2-year Hugsback Warranty .
• For full details, please see our warranty policy: https://hugsback.com/pages/warranty

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

7. Exceptions

We do not make 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 returns.

8. Exchange

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

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

Exchanges will be processed once 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. Refund

Refunds are always made using the same payment method used to place the original order.

11. Contact

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

Hugsback
Broekkantsedijk 32
5482ET Schijndel
The Netherlands

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