Refund Policy

Refund Policy for Hugs Bears

Shop with confidence on Hugs Bears. We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 
To start a return, you can contact us.
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. 
As it pertains to our sales, we do not offer returns, refunds, or cancellations on large sale items, as our team will be working to package orders as soon as they come in. With that being said, bundles are final sale. 
You can always contact us for any return question 

Customer Resolution:

At Hugs Bears, we strive to provide a quick and satisfactory experience. We kindly request that our valued customers follow these guidelines:

  1. Provide photo or video evidence of any damaged items to substantiate your claim. 

Our Commitment:

Hugs Bears is dedicated to customer satisfaction. We will initiate refunds, resend products, or accept returns for the following scenarios:

  1. Orders Not Received:
  • Hugs Bears will not process refunds or resends if the tracking information indicates that the order has been delivered. 
  1. Products Damaged:
  • We offer full refunds or replacements for packages that arrive in poor condition. Partial refunds or replacements are available for partially damaged items.
  1. Incorrect or Missing Products:
  • Hugs Bears strictly follows a quality control process. We will address incorrect or missing products accordingly.
  1. Orders Cancellation:
  • We offer full refunds for order cancellations made within the first hour of the purchase.

Important Notes:  

  1. Force Majeure:
  • Hugs Bears is not responsible for product damage or shipping delays caused by unforeseeable circumstances, such as epidemics, international situations, strikes, or natural disasters.
  1. Returns:
  • Products can be returned to our warehouses. However, we recommend avoiding returns due to high international shipping costs and potential damage during transit. Client are responsible for shipping fees and other fees related on returns.
  1. Service Products:
  • Specific policies apply to service products, including disputes related to product quality and damage. This product is handmade. It may differ slightly in texture, dimensions and wood tone color from what you see in photos, videos and description. Some products may have a slight different look in person, possibly due to angle of photos, lighting, etc. It is important to note that.
     4. Exceptions / non-returnable items 
  • Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on sale items or gift cards. Sale items are also unfortunately non refundable. 
  • No returns on customs product or discontinued products
  1. Unacceptable Disputes:
  • Hugs Bears will not accept unreasonable disputes, including those related to personal preferences, product descriptions, unusual smells, incorrect orders, shipping address errors, , tracking information issues, or customs clearance difficulties.
     5. Exchanges 
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.  
     6. European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 
     7. 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 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us 

We value your trust and are committed to providing the best service possible at Hugs Bears.