1. Overview

At Hugo Haven, customer satisfaction is our priority! If you are not entirely satisfied with your purchase, we’re here to help with a smooth return and refund process.

2. Eligibility for Returns

We accept returns and exchanges under the following conditions:

  • The item is defective, damaged, or incorrect.
  • You notify us within 7 days of receiving your order.
  • The item must be unused, in its original packaging, and in the same condition as you received it.

Please Note:

  • We do not accept returns for change-of-mind purchases or items that have been used.
  • Products marked as “Final Sale” are not eligible for return.

3. How to Initiate a Return

If your item meets the eligibility criteria:

  1. Contact us within 7 days of delivery at [email protected] with the following details:
    • Your Order Number
    • Clear photos of the product showing the defect/damage
    • A brief description of the issue
  2. Our team will review your request and provide you with return instructions.

4. Return Shipping

  • Return shipping costs are the responsibility of the customer unless the return is due to our error (defective, damaged, or wrong item).
  • We recommend using a trackable shipping method as Hugo Haven is not responsible for lost return shipments.

5. Refund Process

Once we receive and inspect the returned item:

  • If approved, we will notify you via email and arrange your refund or exchange.
  • Refunds will be processed within 7-14 business days after we approve the return.

6. Exchanges

  • If you prefer an exchange, we will ship the replacement item once we receive and inspect the returned product.
  • Exchanges are subject to product availability.

7. Damaged or Defective Items

If you receive a defective or damaged item:

  • Notify us within 7 days of receiving the product.
  • Provide photos and details so we can resolve the issue quickly.
  • We will cover the return shipping for defective or incorrect items.

8. Non-Returnable Items

The following items are non-returnable:

  • Products that have been used or damaged by the customer.
  • Items not in their original packaging.
  • Sale or clearance items marked as “Final Sale”.

9. International Orders

We offer worldwide shipping, but customers are responsible for understanding and complying with local return shipping requirements and customs duties (if applicable).

10. Contact Us

For any questions about our Return and Refund Policy, reach out to us at:
📧 Email: [email protected]