Return & Refund Policy

Clear steps, thoughtful support

Return & Refund Policy

Please review the timelines and conditions below before starting a return, exchange or cancellation request.

Returns14 calendar daysStarting on the delivery date, including day 14
Damage claimsWithin 7 daysPhotos or video required
ExchangesWithin 7 daysEligibility conditions apply
Refund arrival7–15 business daysAfter inspection and refund issuance
01

Before you apply

Return eligibility

A return request must be submitted within 14 calendar days beginning on the date tracking shows the order as Delivered. Requests are accepted through and including the 14th day.

✦

Squishy night lights

A night light may be opened and briefly tested. The charging cable, instructions, packaging bag and box must all be returned complete and undamaged.

♥

Plush products

A plush may be removed from its shipping packaging only if no fluff-restoration process has been performed. Once the plush has been treated or restored to make it fluffy, it cannot be returned.

Everything must come back together

All parts, accessories, labels, instructions and packaging must be returned with the product. Partial-component returns are not accepted.

Packaging condition matters

Even minor damage to the original packaging affects return eligibility.

Proof of purchase is required

Provide the order number, all relevant purchase information and screenshots when submitting the request.

02

Change-of-mind returns

Return costs and refund amount

Return shipping

For reasons such as no longer wanting the item, choosing the wrong style or ordering the wrong size, the customer pays the return shipping cost.

Non-refundable shipping

The original standard shipping fee and any expedited shipping fee are not refundable.

No restocking fee

We do not charge a restocking fee. The refund is the amount actually paid for the product, less any non-refundable costs.

03

Quality or transit problems

Damaged or defective items

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Contact us within 7 days of delivery.

Include your order details and clear photos or video showing the quality issue or shipping damage.

Our first solution

Our standard first solution is a replacement shipment. Contact customer service if you need to discuss another resolution.

Return and replacement costs

We cover approved return or replacement costs for confirmed quality issues.

Whether a return is required

Depending on the type and extent of damage, we may determine that the damaged item does not need to be returned.

Accessory damage

If only an accessory is damaged, the appropriate solution—replacing the accessory or the complete product—depends on the specific product and situation.

04

Made or prepared for you

Customized products

Not eligible for return

Customized, personalized or engraved products, items with names, dates or custom text, specially packaged items, gift-box products and bundled sets cannot be returned.

Cannot be cancelled after work begins

Customized and packaged orders cannot be cancelled once production or packaging has started.

05

Start the right way

How to request a return

  1. 1
    Contact us first

    Email info@huggwaii.com within the applicable request period. Returns initiated without contacting us are not accepted.

  2. 2
    Send the required information

    Include your order number, name, purchase information, screenshots, reason for the request and photos or video when reporting damage or a quality issue.

  3. 3
    Wait for approval and the return address

    We will review eligibility and, if approved, provide the correct return address. Do not send a parcel to an address from a previous return or another source.

  4. 4
    Ship with tracking

    After shipping the approved return, send us your order number, name and return tracking number so we can follow its progress.

  5. 5
    Inspection and resolution

    Once received, the item will be inspected. Unauthorized returns sent without approval cannot be processed.

06

After the parcel arrives

Refund timeline

1Return received

The warehouse receives the approved return.

22–3 days

We inspect the product and returned contents.

3Refund issued

After approval, the refund is sent to the original payment method and a confirmation email is sent.

47–15 business days

Your bank or payment provider processes the refund. Contact the provider for more information about its timing.

07

Other requests

Exchanges and cancellations

Requesting an exchange

Exchange requests must be submitted within 7 days. For a change-of-mind exchange, the customer pays the shipping costs. Quality problems are handled under the damaged or defective item process above.

The replacement item is out of stock

If the requested item is unavailable, you may choose another exchange item or a refund.

Cancelling a regular order

Contact us within 12 hours after placing the order. If the order has already entered processing, it cannot be cancelled. Once shipped, the standard return process applies.

Items that cannot be returned

We cannot accept products that have been used, washed or damaged; products missing accessories or labels; free gifts; hygiene-restricted products; partial-component returns; or customized products described above.

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