Before making a purchase, please thoroughly read the terms and conditions stated in our return policy. Once you place an order, it is understood that you comply with the policy. 

Return Policy: We offer a 30-day return policy, which means you have 30 days after delivery to request a return. To be eligible for a return, your item must be returned in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

Return instructions:

Submit your return request through our Order Portal. You will need your order number and zip code.

If you need further assistance you can submit your request by emailing us at support@hugacollective.com. If your return is accepted, we’ll send you instructions on how and where to send your package. 

• Returns after 30 days from delivery are not accepted.
  
• Items must be sent within 28 days upon return approval.
  
• Shipping fees are not refundable. Return shipping fees will be deducted from your final refund amount.
  
• Returns are subject to an 8% restocking fee to cover inspection and processing costs. This fee helps us offset non-refundable payment processing fee and warehouse fees incurred with each return. You can always contact us for any return questions at support@hugacollective.com.

Return timeline:

3 - 5 business days after day of delivery - your return is accepted at our warehouse and inspected
5 - 10 business days - item approved for return and eligible refunds are processed

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 7 business days.

Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at support@hugacollective.com.

Final Sale / No Refund Policy:  All Trade Orders, Gift Card Orders, products with a final sale tag or products purchased with a 30%+ discount are final sale and therefore not eligible for returns or exchanges.

Damages and issues

We ensure our products are securely packaged for their safe arrival. In the rare occurrence that your item arrives damaged or defective, contact our customer service within 5 days of receiving the item through our Order Portal. We require photographic evidence of the damage for verification. If the damage or defect is confirmed by our team, we will arrange for a replacement. We reserve the right to request the return of the damaged item at our discretion.

Shipping delays and issues

Shipping and delivery times may vary depending on your location and the product availability. This process is outside of our control. We do not take responsibility for delays or damages occurring during transit. If this happen, we will do our best to assist, but to ensure timely delivery of your order, please contact the shipping carrier directly using the tracking information provided in the shipping confirmation email. 

Exchanges
Items are not eligible for exchanges in the return portal. The fastest way to ensure you get what you want is to submit a return for the item you ordered, and make a separate purchase for the new item. Please email us at support@hugacollective.com if you have questions.