Refund policy

Returns and Refunds

We want every Huglet to be the calmest thing in your home. If it isn't, you can send it back.

Your 30-night guarantee

Try your Huglet for 30 nights from the day it arrives. If you are not happy with it for any reason, contact us within that period and we will arrange a return for a full refund of the product price. There are no restocking fees.

To qualify, the Huglet should be in a reasonably clean and undamaged condition. Normal use - cuddling, sleeping with it, carrying it around - is completely fine, and is exactly what the guarantee is for.

Your statutory right of withdrawal (EU and EEA customers)

Separately from our 30-night guarantee, if you are a consumer resident in the European Union or EEA you have the right to withdraw from your purchase within 14 days, without giving any reason.

The withdrawal period expires 14 days after the day on which you, or a third party indicated by you other than the carrier, takes physical possession of the goods. Where an order is delivered in several parts, the period runs from receipt of the last item.

To exercise this right, inform us of your decision by a clear statement - email is fine - at hello@huglet.shop. You may use the model withdrawal form below, but you are not required to. To meet the deadline, it is enough that you send your communication before the 14-day period expires.

Effects of withdrawal

If you withdraw, we will reimburse all payments received from you, including the cost of standard delivery, without undue delay and no later than 14 days from the day we are informed of your decision. We may withhold reimbursement until we have received the goods back, or until you have supplied evidence of having sent them, whichever is earlier.

We will use the same means of payment you used for the original transaction, and you will not incur any fees as a result. You bear the direct cost of returning the goods. You are only liable for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

Model withdrawal form

Complete and return this form only if you wish to withdraw from the contract.

To Huglet, hello@huglet.shop:
I hereby give notice that I withdraw from my contract of sale of the following goods: ____________
Ordered on / received on: ____________
Name of consumer: ____________
Address of consumer: ____________
Signature (only if this form is notified on paper): ____________
Date: ____________

How to start a return

Email hello@huglet.shop with your order number and which Huglet you would like to return. We will reply with return instructions within two business days. Please do not send anything back before contacting us, as we cannot process unannounced returns.

Damaged, faulty or incorrect items

If your Huglet arrives damaged, faulty, or is not what you ordered, contact us within 14 days of delivery with a photo. We will replace it or refund you in full, and we cover the return shipping.

This does not affect your statutory rights in respect of goods that are not in conformity with the contract, which apply for up to three years from delivery under Portuguese law.

Refund timing

Once your return is approved, refunds are issued to your original payment method. Depending on your bank or card issuer, it can take a further 5 to 10 business days for the money to appear on your statement.

Non-returnable items

Gift cards and items personalised to your specification cannot be returned, except where they are faulty.

Disputes

If we cannot resolve a problem between us, you may submit it to the EU Online Dispute Resolution platform at ec.europa.eu/consumers/odr, or to a Portuguese alternative dispute resolution entity.