Refund Policy

At HUGNEST, we want you to feel happy with your purchase. This policy explains our returns, refunds and cancellation process, alongside your rights under applicable consumer protection laws.

For any questions, contact us at lypaw730@gmail.com.

General 30-day returns

We offer a 30-day return window. This means you have 30 days after receiving your item to contact us and request a return.

Under our voluntary 30-day policy, items must be unworn, unused and in the same condition you received them, with their tags and original packaging. Please include your order number or another proof of purchase.

These conditions do not restrict your statutory cancellation rights or your rights concerning faulty, damaged or incorrectly supplied goods.

To start a return, email lypaw730@gmail.com. We will explain how and where to send your package. Please contact us before sending anything back so we can provide the correct return instructions.

Customers are responsible for return shipping costs when returning an item because they have changed their mind, unless applicable law requires otherwise. We cover the necessary return shipping costs for defective, damaged or incorrectly supplied items.

EU/EEA right of withdrawal — 14 days

If you are a consumer in the European Union or European Economic Area, you may cancel an eligible online purchase within 14 days without giving a reason.

The cancellation period ends 14 days after the day you receive your goods. For an order delivered in separate shipments, it ends 14 days after you receive the last item.

To exercise this right, send a clear statement of your decision to lypaw730@gmail.com before the cancellation period expires. You do not need to wait for approval to notify us of your cancellation.

You must send the goods back within 14 days after notifying us. You are responsible for the direct return shipping costs unless the goods are faulty, damaged or incorrect, or applicable law requires otherwise.

We will refund eligible payments, including standard delivery costs, within 14 days of receiving your cancellation notice. We may withhold the refund until we receive the returned goods or evidence that you have sent them back, whichever happens first.

Additional charges for express or premium delivery are not refundable beyond the cost of standard delivery.

You may inspect the goods as you would in a shop. Where legally permitted, we may reduce your refund for a loss in value caused by handling beyond what is necessary to establish their nature, characteristics and functioning.

United Kingdom cancellation rights

If you are a consumer in the United Kingdom, you may cancel an eligible online purchase within 14 days after the day you receive your goods, without giving a reason.

After notifying us, you have a further 14 days to return the goods. We will issue the required refund within 14 days after receiving the goods or evidence that you have returned them, whichever happens first.

Eligible refunds include the cost of standard delivery. Additional express or premium delivery charges are not refundable beyond that amount.

Shipping address accuracy

Please check your delivery address carefully before completing your purchase.

If you notice an error, contact lypaw730@gmail.com as soon as possible. We will try to update the address before dispatch, but changes cannot be guaranteed once the order is being processed or has been shipped.

If an incorrect address supplied at checkout results in a failed delivery or returned parcel, additional delivery costs may apply. We will explain any proposed charges before arranging another shipment.

This does not affect your statutory cancellation or refund rights.

Order cancellations and changes

Please contact us as soon as possible, ideally within 12 hours of placing your order, if you wish to request a change or cancellation.

We will try to accommodate your request before dispatch. Once processing or shipping has begun, we may be unable to change the shipment.

This does not affect any statutory right to cancel your purchase or your eligibility to request a return.

Damages and issues

Please inspect your order when it arrives. If an item is defective, damaged or incorrect, email lypaw730@gmail.com as soon as possible with your order number and a description of the issue.

Photos or a short video may help us assess the problem and arrange an appropriate remedy. Where a return is required for defective, damaged or incorrectly supplied goods, we cover the necessary return shipping costs.

Reporting an issue within 48 hours helps us investigate promptly, but this is not a deadline that removes your statutory rights.

Unclaimed and returned packages

If your parcel is returned because it was unclaimed, refused or could not be delivered, contact us so we can investigate and explain the available options.

Any proposed reshipping costs will be explained before you agree to another delivery. Refunds and deductions will be handled in accordance with applicable law.

We will not deduct costs arising from an error for which HUGNEST is responsible.

Non-returnable items

Certain goods may be excluded from statutory cancellation rights where applicable law permits, such as genuinely personalised goods or certain sealed hygiene products after their seal has been broken.

Any applicable exclusion will be explained before purchase. Sale or clearance status alone does not remove statutory cancellation rights or rights relating to faulty goods.

Contact lypaw730@gmail.com if you are unsure whether an item is eligible for return.

Exchanges

If you would like a different size or colour, contact us before returning your item. We will explain the available options and any applicable return or delivery costs.

Order concerns and disputes

If there is a problem with your order, including a delayed or missing parcel, please contact lypaw730@gmail.com so we can investigate.

We aim to respond within 24–48 hours. Contacting us does not restrict your right to seek help from your payment provider or exercise any other legal remedy.

Refunds

We will notify you after receiving and inspecting your return and explain the outcome.

Approved refunds are issued to the original payment method. For returns under our voluntary 30-day policy, we aim to process the refund within 10 working days after receiving and inspecting the returned item. Any shorter mandatory legal deadline takes priority.

Your bank or payment provider may require additional time to display the refund.

If your refund has not appeared after the expected processing period, contact lypaw730@gmail.com.

Your statutory rights

This policy does not limit rights you may have under applicable consumer protection laws, including rights concerning defective goods, goods that are not as described, or orders that are not delivered as agreed.

Contact

For returns, cancellations, exchanges, refunds or order enquiries:

HUGNEST
Email: lypaw730@gmail.com