Refund and Returns Policy

Effective Date: June 2025 
Last Updated: June 2025

At Huggletee, your satisfaction is our utmost priority. We are committed to ensuring that you love every purchase made through our platform. However, we also understand that circumstances may arise where a product does not meet your expectations or arrives in an unsatisfactory condition. This comprehensive Refund and Return Policy outlines the conditions under which you may be eligible for a refund, the detailed process for initiating a return, and your responsibilities throughout this process. Please read this policy carefully before making a purchase or requesting a refund. By completing a transaction on Huggletee.com, you acknowledge and agree to the terms outlined herein.

1. Eligibility for Refunds and Returns

To be eligible for a refund or return, your situation must align with one of the following specific conditions. All requests are subject to review and approval by Huggletee and/or the respective Vendor.

• 1.1. Wrong Item Received:
  • You received a product that is entirely different from the item you ordered (e.g., wrong model, color, size, or product category).
  • Evidence of the discrepancy (e.g., photos of the wrong item and packaging) will be required.
• 1.2. Damaged or Defective Item:
  • The item arrived physically damaged during transit (e.g., broken, cracked, dented).
  • The product is fundamentally defective or non-functional upon arrival (e.g., electronic item not powering on, missing crucial parts, manufacturing defect).
  • Clear photographic or video evidence of the damage or defect is mandatory.
• 1.3. Product Not Arrived Within Maximum Delivery Timeframe:
  • The product has not been delivered at all, and the maximum delivery timeframe (as specified in our Shipping & Delivery Policy and your order confirmation) has passed.
  • This condition applies after our team has conducted a thorough investigation with the courier service to confirm non-delivery.
• 1.4. Product Significantly Different from Description:
  • The received product deviates significantly from its description or images on the product page in a material way that affects its intended use or value (e.g., entirely different material composition, key features missing that were advertised, or a major discrepancy in dimensions beyond minor variations).
  • Minor differences in color, size, or packaging, as described in Section 2.5, are not considered “significantly different.”
• 1.5. Return Window:
  • You must submit your refund/return request within 7 calendar days of receiving the product. The “receipt date” is determined by the delivery confirmation provided by the shipping carrier.
  • Requests submitted after this 7-day period may be rejected at Huggletee’s sole discretion, as it becomes challenging to verify the issue and manage vendor returns beyond this timeframe.
• 1.6. Product Condition for Return:
  • Unless the item arrived damaged or defective, all returned products must be in their original, unused, and resellable condition.
  • This includes all original packaging, tags, labels, manuals, accessories, and promotional items that came with the product.
  • Items that show signs of use, wear, washing, alteration, or are missing original components may not be accepted for return or may incur a restocking fee.

2. Non-Refundable and Non-Returnable Situations

We regret that we cannot offer refunds or accept returns under the following conditions:

• 2.1. Change of Mind:
  • You simply changed your mind about the purchase, or decided you no longer need the item after placing the order or receiving it. As a multi-vendor marketplace, our Vendors have their own inventory and logistics, and “change of mind” returns significantly impact their operations.
• 2.2. Incorrect Size or Color Ordered by Customer:
  • You ordered the wrong size, color, or variant, and the error was solely on your part (i.e., the item delivered matches the product description you selected at the time of purchase). We strongly advise reviewing product descriptions, sizing charts, and images carefully before confirming your order.
• 2.3. Delays within Expected Timeframe:
  • The product is delayed but is still within the maximum estimated delivery timeframe specified at the time of purchase (e.g., for overseas items with longer shipping windows). We request your patience within these stated timelines.
• 2.4. Products Marked as Non-Returnable / Final Sale:
  • Certain products are explicitly marked as “Non-Returnable,” “Final Sale,” “Clearance,” or “No Returns Accepted” on their respective product pages. This often applies to:
    • Personal hygiene items (e.g., innerwear, certain beauty products).
    • Customized, personalized, or made-to-order items.
    • Perishable goods.
    • Digital products or gift cards.
    • Items sold during special promotions or clearance sales where returns are expressly excluded.
• 2.5. Minor Color or Packaging Differences:
  • Slight variations in color due to screen resolution, lighting during photography, or minor differences in packaging design that do not affect the product’s functionality or core identity. These are considered normal and are not grounds for a refund.
• 2.6. Damage Caused by Customer:
  • The product was damaged after delivery due to misuse, accident, neglect, improper handling, or unauthorized alteration by the customer.
• 2.7. Missing Components (Customer’s Fault):
  • The returned item is missing parts or accessories that were included in the original packaging, and this absence is not due to a manufacturing defect or transit damage.

3. How to Request a Refund or Return (Step-by-Step Process)

To ensure a smooth and efficient refund/return process, please follow these steps carefully:

• Step 1: Initiate Contact – Do NOT Return Item Yet
  • Immediately upon discovering an issue with your order, email us at support@huggletee.com.
  • Subject Line: Please use a clear subject line such as “Refund Request – Order ID [Your Order ID]” or “Return Request – Order ID [Your Order ID]”.
  • In the Email Body:
    • Provide your full Order ID.
    • Clearly explain the specific issue (e.g., “Received wrong color,” “Item arrived broken,” “Product is defective”).
    • Include the date you received the product.
    • State your preferred resolution (e.g., refund, replacement if available).
• Step 2: Provide Supporting Evidence
  • Attach clear, high-resolution photos or videos that visibly demonstrate the problem.
  • For damaged items, include photos of the damage, the overall product, and if applicable, the shipping packaging.
  • For wrong items, show the item received and, if possible, compare it to the correct item’s description on the product page.
  • For defective items, a video showing the non-functionality is often helpful.
  • Ensure the photos/videos are well-lit and in focus.
• Step 3: Await Our Review and Instructions
  • Our dedicated customer support team will review your request and the provided evidence. Please allow us up to 3 business days (excluding weekends and public holidays) to thoroughly assess your case and respond.
  • Do NOT send the item back before receiving specific instructions from us. Unauthorized returns may not be processed or may result in delays.
  • If your request is preliminarily approved, you will receive further instructions, which may include:
    • A return authorization number (RMA).
    • The exact return address (which may be Huggletee’s warehouse or the Vendor’s address).
    • Specific packaging requirements for the return.
    • Details on how return shipping costs will be handled (e.g., pre-paid return label, reimbursement instructions).

4. Refund Processing

Once your return request is approved and the item (if required) has been received and inspected, we will proceed with the refund.

• 4.1. Refund Initiation:
  • We will initiate the refund process within 7 business days after the returned item has been successfully received at the designated return location and has passed our (or the Vendor’s) quality inspection.
  • The inspection ensures the item’s condition matches the claim and all original components are present.
• 4.2. Refund Method:
  • Original Payment Method: For orders paid via credit/debit card or digital wallets, refunds will typically be issued back to your original payment method. The actual time for the refund to reflect in your account may vary depending on your bank or payment processor (typically 5-10 business days after initiation).
  • For Cash on Delivery (COD) Orders: Since COD orders are paid in cash, refunds will be issued via bank transfer. Our team will contact you securely to collect the necessary bank account details (Bank Name, Account Holder Name, Account Number, Branch). Please ensure these details are accurate to avoid delays.
• 4.3. Refund Rejection / Partial Refund:
  • Huggletee reserves the right to reject a refund request or issue a partial refund if:
    • The product was returned without a valid reason or prior authorization.
    • The returned item is not in its original, unused, and resellable condition (unless the original issue was damage/defect).
    • The product was damaged during return transit due to improper or insufficient packaging by the customer.
    • The returned item does not match the original claim (e.g., a different product was returned, or the stated defect is not found).
    • The return falls under any of the non-refundable situations outlined in Section 2.
  • In such cases, we will communicate the reason for rejection or partial refund. The customer may then be responsible for arranging pickup of the non-refunded item or additional shipping charges if they wish for it to be returned to them.

5. Shipping Costs for Returns

The responsibility for return shipping costs depends on the reason for the return.

• 5.1. Huggletee/Vendor Covered Shipping:
  • If the item was incorrect, defective, or significantly different from the description (as per Section 1.1, 1.2, or 1.4), Huggletee or the respective Vendor will cover the return shipping costs.
  • This will typically be facilitated by providing a pre-paid return shipping label or arranging a courier pickup. In some cases, we may reimburse reasonable shipping costs upon receipt of the item and a valid shipping receipt.
• 5.2. Customer Covered Shipping:
  • If the return is approved for any other reason that is not due to an error on Huggletee’s or the Vendor’s part (e.g., a specific discretionary approval for a return not explicitly covered in Section 1), the customer may bear the return shipping cost. This will be communicated clearly during the approval process.

6. Specific Conditions for Overseas Orders

Refunds and returns for products sourced from overseas vendors have additional considerations due to international logistics and customs.

• 6.1. Prepayment Required:
  • As stated in our Terms of Service, Cash on Delivery (COD) is NOT available for international/overseas products. All overseas products require full prepayment.
• 6.2. Limited Return Options:
  • Refunds and returns for overseas-sourced products may be more limited or involve longer processing times due to:
    • Higher international shipping costs.
    • Customs duties and re-importation fees that may be incurred upon return to the international vendor.
    • Specific return policies of the international supplier/vendor.
    • Complex international logistics and longer transit times for returns.
• 6.3. Case-by-Case Handling:
  • Refund requests for overseas products are handled on a strict case-by-case basis. They require exceptionally clear and compelling evidence (photos/videos) to support the claim (e.g., severe damage, clear defect).
  • The investigation and resolution process for overseas returns may take longer than for local products.

7. Exchanges

Huggletee.com does not currently offer direct product exchanges.

• If you wish to receive a different item (e.g., a different size, color, or a completely new product), you will need to:
  1. Request a return for your original eligible item as per the conditions in Section 1.
  2. Once your return is approved and processed, and your refund is issued, you can then place a new, separate order for the desired item.
• Please note that placing a new order means the new item’s availability will be subject to current stock levels at the time of your re-order.

8. Policy Amendments

Huggletee reserves the right to update, modify, or revise this Refund and Return Policy at any time, in its sole discretion. Any changes will be effective immediately upon posting the revised policy on this page, unless otherwise specified. We encourage you to review this policy periodically to stay informed of any updates. Your continued use of Huggletee.com after any changes constitutes your acceptance of the revised policy.

9. Contact Information

If you have any questions, require assistance with the refund or return process, or need clarification on any part of this policy, please do not hesitate to reach out to our dedicated customer support team:

📧 Email: support@huggletee.com (Monitored daily for prompt responses)
📱 WhatsApp: Available via the floating icon on our website (for quick queries and support during business hours)
🌐 Website: www.huggletee.com