Refund policy

Refund Policy

At Hugterra, customer satisfaction is our top priority. If you are not completely satisfied with your purchase, we are here to help.

30-Day Return Window

We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Return Conditions

To be eligible for a return, your item must meet the following criteria:

• The item must be unused, unworn, and in the same condition that you received it.
• The item must be in its original packaging with all tags intact.
• You must provide a proof of purchase or order number.

How to Initiate a Return

To start a return, please contact our support team at contact@hugterrastore.com with your order number and the reason for the return. If your return is accepted, we will provide you with instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Damages and Issues

Please inspect your order upon reception. If the item is defective, damaged, or if you receive the wrong item, contact us immediately at contact@hugterrastore.com so that we can evaluate the issue and make it right.

Exceptions / Non-Returnable Items

Certain items cannot be returned, including perishable goods, custom products (such as special orders or personalized items), and personal care goods. Additionally, sale items or gift cards cannot be returned.

Refund Process

Once we receive and inspect your return, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed automatically to your original payment method within 5–10 business days. Please note that your bank or credit card company may take additional time to process and post the refund.