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\nThis Refund Policy is about money: when Hugs Made gives it back, how much, by which method and how quickly. The process for sending an item back to us is explained separately in our Returns & Exchanges Policy. In short, every item can be returned within 60 days with a free return label, and your refund is issued within 7 days of the day we receive your return. If you prefer, you can choose store credit instead, and that credit never expires.
\nYou send the item back using the free label we provide. When the parcel arrives, we confirm it by email and issue your refund within 7 days. The money goes back to the payment method you used at checkout, unless you asked for store credit. There are no deductions for postage, restocking or processing. That is the whole policy; the rest of this page answers the questions people usually ask next.
\nAny item returned within our 60-day window qualifies for a refund. The reason does not matter: the gift was not quite right, the recipient already had one, a size turned out too small, or you simply changed your mind. Personalized items are included.
\nIf you cancel your order within 24 hours of placing it, before production has started, we cancel it and refund the full amount you paid. See Cancel or Change an Order for how to ask.
\nOccasionally we may not be able to complete an order, for example if the personalisation cannot be read or a photo link does not open and we cannot reach you to fix it. If we have to cancel an order ourselves, we email you first and refund the full amount.
\nWrite to us with your order number and photos. We will help put it right, and a return with a free label followed by a refund within 7 days of receiving the item is always available to you.
\n| Situation | \nItem price | \nShipping | \nReturn postage | \n
|---|---|---|---|
| Change of mind, returned within 60 days | \nRefunded in full | \nShipping was free | \nFree label from us | \n
| Wrong option chosen at checkout (size, material, colour) | \nRefunded in full | \nShipping was free | \nFree label from us | \n
| Spelling mistake in your order notes, returned within 60 days | \nRefunded in full | \nShipping was free | \nFree label from us | \n
| Damaged in transit or not matching your order notes | \nRefunded in full | \nShipping was free | \nFree label from us | \n
| Cancelled within 24 hours of ordering | \nRefunded in full | \nShipping was free | \nNot applicable | \n
Because shipping to the United States, Canada, Australia and New Zealand is always free, there is no shipping charge to refund or to keep back, and because we pay for the return label, return postage never reduces your refund.
\nWe issue your refund within 7 days of receiving your return. “Receiving” means the day the parcel arrives with us, not the day you post it, so returns from farther away naturally take a little longer overall.
\nAfter we issue the refund, your bank or payment provider needs its own time to show it on your statement. That part is outside our control, and the time it takes varies between banks and providers. If it has not appeared after a reasonable time, email us and we will send you the refund details so you can follow up with your provider.
\n| Step | \nWho | \nTiming | \n
|---|---|---|
| You ask for a return | \nYou | \nWithin 60 days | \n
| We send instructions and a free return label | \nHugs Made | \nWithin 24 hours on business days | \n
| Your parcel travels back to us | \nCarrier | \nDepends on where you send it from | \n
| We receive it and issue your refund | \nHugs Made | \nWithin 7 days of receiving it | \n
| The refund shows on your statement | \nYour payment provider | \nDepends on your provider | \n
By default, refunds go back to the payment method you used for the order, in US dollars, the currency of every price on hugsmade.shop. If you would rather keep the value for another gift, ask for store credit instead. Store credit from Hugs Made never expires, so it is there for next Christmas, next Mother’s Day or a birthday three years from now.
\nA refund always goes to the person who paid for the order. If a gift recipient contacts us, we will suggest store credit in their name or ask the buyer how they would like us to proceed. We never share the price paid with the recipient unless the buyer asks us to.
\nIf you return only some of the items in an order, for example one mug out of a set of three, we refund the items you return. The rest of the order is not affected. Tell us which items are coming back when you request the return, so we can match the parcel quickly.
\nNo sales tax is added at the Hugs Made checkout, so your refund is simply the amount you paid for the returned items.
\nIf you see a charge you do not recognise, a double charge or an amount that does not match your order, write to us first with your order number and a screenshot of the charge. We can usually explain or fix it faster than a dispute through your bank. Contacting us does not take away any right you have with your bank or payment provider.
\nMost refunds are simple, and a few small details make them even faster:
\nStore credit is a balance held for you at Hugs Made, worth the full value of the items you returned. It can be used on any product in the store, for yourself or as a gift for someone else, and it can be split over several orders. It never expires, so there is no pressure to spend it before a deadline. If you have a store credit balance and are not sure how to use it on your next order, email us before you check out and we will walk you through it.
\nWe issue refunds within 7 days of receiving your return. A few things can make the overall process feel longer, even when we keep to that timing:
\nIf you are waiting and unsure where things stand, write to us. We would much rather answer a question than have you worry.
\nShipping to the United States, Canada, Australia and New Zealand is free, so there is no shipping charge on your order to begin with.
\nNo. The return label is free for every return, including change-of-mind returns.
\nYes. Personalized items can be returned within 60 days like everything else, and the refund is issued within 7 days of receiving the return.
\nIf we have not issued the refund yet, just tell us and we will add store credit instead. Once a refund has been sent to your payment method, it cannot be converted.
\nNo. We never charge restocking or processing fees.
\nThat is fine. A mug that has been used for a few mornings or an ornament that has hung on the tree for a season can still be returned within the 60 days. Please clean it, pack it carefully and send it back with the free label.
\nYes. The same 60-day window applies. The value you paid with store credit comes back as store credit, and any part you paid with your payment method is refunded to that method.
\nEmail us with your order number. We will confirm the date we issued the refund and the amount, so you can check with your bank or payment provider.
\nThis policy adds to any rights you have under the consumer laws where you live. If those laws give you a stronger remedy, you keep it. Our Terms of Service explain the rest of the agreement between you and Hugs Made.
\nEmail support@hugsmade.shop or submit a ticket with your order number, and we will reply within 24 hours on business days. Related pages: Returns & Exchanges, Shipping & Delivery and Payment Methods. Hugs Made, 8601 Beach Blvd Apt 722, Jacksonville, FL 32216, US.
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