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. 

Lamps and smaller decor Refund 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. 

We offer you the option to unlock free return shipping later for the eligible items in your order by paying a small returns fee at the time of purchase. If you choose to pay this fee during purchase, there is no additional charge for shipping your item(s) back to us. If you choose not to pay this fee during your purchase, applicable fees will be deducted from your refund. Checkout+ return protection is non-refundable.

Please note that this service does not exempt your order from final sale or other store policies.

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 a return shipping label, as well as instructions on how and where to send your package. 

• Items sent back to us without first requesting a return will not be accepted.
  
• Items must be sent within 14 days upon return approval, otherwise the return may not be accepted.
  
• Shipping fees are not refundable. Return shipping fees will be deducted from your final refund amount, unless you paid the small fee for free returns at the time of purchase.
  
• 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:

1 - 3 business days after day of delivery - your return is accepted at our warehouse and inspected
4 - 7 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.

Larger furniture and customizable products Final Sale / No Refund Policy: Given the nature of our business and the custom-made feature of some of our products, we are unable to offer refunds on larger furniture and customizable goods. Once an order is placed and payment is received, it is deemed final and non-refundable. We do not process refunds for change of mind.

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 delay

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. 

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on specifically marked final sale items or gift cards.

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.