Thank you for shopping with hugmecovers.com. We want you to be fully satisfied with your purchase. If for any reason you aren’t, this Refund & Exchange Policy explains how to return, exchange, or get a refund on items purchased from our Website.
1. Eligibility for Refunds / Exchanges
To be eligible, the following must apply:
• The request must be made within 10 hours from the time of delivery.
• The product must be unused, unwashed, and undamaged, with all tags, packaging, and accessories intact.
• You must provide proof of purchase (order number, invoice, etc.).
• If the item was custom-made, personalized, or customised per your request, it may not be eligible for a refund/exchange unless defective.
2. When Refunds / Exchanges Are Offered
We offer refunds or exchanges in these cases:
• Defective / Damaged Items: If the product arrives damaged, has manufacturing defects, or differs materially from its description, you may request a refund or exchange.
• Wrong Item Shipped: If we shipped the wrong product, you may request an exchange for the correct item or a refund.
• Change of Mind: If you simply decide you don’t want the product, you may request an exchange or refund, under the terms in section 1, provided the item meets eligibility criteria.
3. How to Initiate a Refund / Exchange
To start a refund or exchange, please:
- Contact our Customer Support within the eligibility period via email: hello@hugmecovers.com.
- Include your order number, photos of the product (if damaged or wrong), and reason for return/exchange.
- Our team will review your request and, if approved, will provide you return instructions.
4. Return Shipping & Costs
• If the return/exchange is due to our error (defect, wrong item, etc.), Hug Me Covers will cover the return shipping costs.
• If the return is due to change of mind or other reasons not caused by our error, you may need to bear the return shipping cost.
• Items must be shipped back in a secure and proper packaging to avoid further damage; we are not responsible for goods damaged in transit if packaging is not adequate.
5. Refund Processing
• Once we receive the returned item and inspect it to ensure it meets the eligibility conditions, we will process your refund.
• Refunds will be made using the same payment method used for purchase, unless otherwise agreed.
• Hug Me Covers aims to process refunds within 7-15 business days after we accept the return. Actual time for funds to show in your account depends on your bank/card issuer.
6. Exchange Process
• Exchanges are subject to item availability. If the desired replacement is out of stock, we may offer you a refund or store credit.
• If the exchange item costs more than your original purchase (e.g., choosing a higher cost design or model), you will be asked to pay the difference. If it costs less, we will refund the difference.
• Exchanges follow the same eligibility conditions as refunds (unused, tags, packaging, etc.).
7. Non-Returnable / Excluded Items
Certain items are not eligible for refund or exchange:
• Products that have been used, washed, altered, or damaged by the customer.
• Customized / personalized items (unless defective).
• Items missing original packaging, tags or accessories.
• Sale items, close-outs, or clearance items (unless stated otherwise).
8. Partial Refunds
In some circumstances, only partial refunds may be granted:
• If the returned item is not in original condition, is damaged or missing parts for reasons not due to our error.
• If original packaging is not intact.
• If you return an item beyond the eligible period.
9. Store Credit
As an alternative to refund, we may offer store credit which you can use for future purchases. Store credit does not expire for at least [the told period] from issue.
10. How Refunds Appear
Refunds will appear:
• Back into your original payment method (credit/debit card, UPI/wallet, etc.).
• Depending on your bank or payment provider, it may take a few business days for the refund to reflect.
11. Cancellations
• If you cancel your order before it has been shipped, you’ll get a full refund.
• If the order has already been shipped, cancellation requests will be treated as return requests (see above). Shipping and handling charges may apply if the product has been dispatched.
12. Contact Us
If you have any questions about our Refund & Exchange policy, feel free to contact us: contact@hugmecovers.com