Refund policy
Returns & Refunds Policy
We hope you love your purchase from HUG. However, if you change your mind or are not entirely satisfied, we are here to help.
Our policy complies fully with the UK Consumer Contracts Regulations and the EU Consumer Rights Directive, giving you peace of mind when you shop with us.
1. Online Purchases (Your Right to Cancel)
For items bought online at huglifestyle.com, you have 14 days from the day after you receive your order to notify us that you wish to return your item.
Once you have notified us, you have an additional 14 days to send the item back.
- Condition of Items: To receive a full refund, items should be returned in their original condition, unworn, unwashed, and with all tags intact. You are welcome to open packaging and inspect items at home just as you would in a physical shop. However, if items are returned with clear signs of wear, missing tags, or unnecessary damage to the packaging, we reserve the right to make a deduction from your refund to reflect the reduced value of the goods.
- Exemptions: For health and hygiene reasons, personal care items and beauty products cannot be returned if their protective hygiene seal has been broken or removed after delivery.
2. In-Store Purchases (Bricks-and-Mortar Store)
Please note that our policy for items purchased directly in our physical boutique differs from our online policy:
- Change of Mind: We do not offer cash or card refunds for in-store purchases if you simply change your mind. However, we are delighted to offer you an exchange or a credit note, provided the item is returned within 14 daysof purchase, unworn, unwashed, and with tags attached.
- Faulty Items: This does not affect your statutory rights. If an item bought in-store is faulty, defective, or misdescribed, you are entitled to a full refund.
3. How to Start an Online Return
To initiate an online return, please email us at info@huglifestyle.com.
If your return meets the criteria above, we will email you clear instructions on where and how to send your package. Please do not send items back to us without requesting a return first.
- Return Costs & Risk: Items are returned at the sender's expense and risk. We highly recommend using a trackable, recorded, and insured delivery service, as we cannot accept responsibility for items lost or damaged in transit back to us.
4. Refunds & Delivery Charges
Once we receive and inspect your returned item, we will notify you via email regarding the approval of your refund.
- What We Refund: If approved, you will be refunded the full cost of the item plus our standard outbound delivery charge (the cheapest shipping option available at the time of your order).
- What We Do Not Refund: If you opted for an upgraded premium or express shipping method at checkout, the extra cost above our standard delivery charge is non-refundable. Return shipping costs are also non-refundable.
- Processing Time: Approved refunds will be automatically issued to your original payment method. Please allow up to 14 days from the date we receive your return (or proof of postage) for the funds to appear in your account, depending on your bank or card issuer.
5. Damages, Faults, and Incorrect Items
Please inspect your order as soon as it arrives. If your item is defective, damaged, or if you received the incorrect product, contact us immediately at info@huglifestyle.com so we can evaluate the issue and make it right. For genuinely faulty items, HUG will cover or reimburse your return postage costs.
6. International Returns
If you are returning an item from outside the United Kingdom, please ensure your package is clearly marked on the outside and on the customs declaration form as: "RETURNED GOODS - NO COMMERCIAL VALUE".
- Customs Charges: This labeling ensures that no unnecessary import duties or taxes are generated at the border. Any customs charges, import duties, or administrative fees incurred by HUG due to incorrect customs labeling or missing paperwork will be deducted from your final refund amount.