Refund policy
Returns & Change of Mind Policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
All return requests must be emailed to us within 14 days of receipt of goods.
To be eligible for a return, your item must met the following condition:
- in the same condition that you received it
- unworn or unused with tags in its original packaging
- unassembled or in the exact state of assembly as originally delivered
- including all accessories and parts
- all pre-order/ made-to-order and customized items including but not limited to chairs, mirrors, tables, marble as those are customized and made to order
Damaged upon arrival
For all items that arrived damaged, please send the following within 14 days of receipt of goods:
- Photo of damaged item with the photo of the shipping label that you received all in one photo
- Order reference number
HÜGA HOME reserves the right to charge an Admin & Restocking fee of 20% or less of the product price.
For faulty goods, HÜGA HOME reserve the right to assess the product to confirm the fault before providing a remedy.
Shipping and return shipping costs are non-refundable.
We understand that you may want to reconsider your purchases, which is why we have the Change or Mind Policy, something many other businesses do not offer.
If an order is cancelled after 12 hours of order placement, there will be a Processing & Admin fee of 10% or less of the product price.
To lodge a return request:
To start a return, please email us at support@hugahome.shop with your order number, photos of the item(s), proof of payment, and request for the return within 14 days of your product delivery.
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.
A refund will only be processed once the product(s) have been received and inspected by our warehouse team and meets the above requirements.
All pre-order or made-to-order and customized items are final sale, and not eligible for return, refund, or exchange.
Unfortunately, we cannot accept returns on items purchased with gift cards.
Exchange of item(s)
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Should the returned item be exchanged for a different product, please note that no goods can leave our warehouse until the returned product has been received by our warehouse team.
Refunds
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 15 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.
If more than 20 business days have passed since we’ve approved your return, please contact us at support@hugahome.shop