At HuggyMama, we want you to feel confident when shopping with us. If you experience a problem with your order or product, please contact our customer care team and we will do our best to help.
This policy explains when returns, exchanges, refunds, and product claims may be accepted for purchases made through huggymama.com.
1. RETURNS FOR EU & UK CUSTOMERS
Customers located in the European Union or United Kingdom may have a legal right to cancel their purchase within 14 days of receiving their order, subject to applicable consumer protection laws.
If you choose to return an item because you have changed your mind, the item should be returned:
- Unworn and unused
- In its original condition
- Free from damage, stains, odors, pet hair, or other signs of use
- With original packaging where reasonably possible
Unless otherwise required by applicable law, customers are responsible for the cost of returning an item when the return is due to a change of mind or personal preference.
Nothing in this policy affects any mandatory consumer rights that apply to you under the laws of your country.
2. 30-DAY PRODUCT GUARANTEE
We offer a 30-day product guarantee for manufacturing defects and damage that occurred during transportation.
If your HuggyMama product arrives damaged or has a genuine manufacturing defect, please contact us within 30 days of delivery.
Depending on the circumstances, we may offer:
- A replacement product
- A replacement part where appropriate
- A full refund
- Another reasonable solution
We may request photographs or videos to help us determine the cause of the issue before approving a refund or replacement.
3. SIZE EXCHANGES
We understand that finding the right fit online isn't always easy.
If you receive your HuggyMama hoodie and discover that you need a different size, you may request one size exchange within 30 days of delivery, provided the item is in suitable condition.
To request an exchange, email:
Please include:
- Your order number
- The size originally ordered
- The size you would like to receive
The original item may need to be returned before a replacement is shipped, depending on the circumstances.
Size exchanges are intended to provide a suitable replacement and do not automatically qualify for a cash refund.
Please carefully review the size guide on the product page before placing your order.
4. DAMAGED OR DEFECTIVE ITEMS
If your order arrives damaged or you believe the product has a manufacturing defect, please contact us before sending anything back.
Email us at:
Please provide:
1. Your order number
2. Clear photographs of the product
3. Photographs of the shipping packaging and shipping label
4. A brief description of the issue
Where possible, photos or videos should clearly show the problem.
This information helps us determine whether the issue occurred during shipping, resulted from a manufacturing defect, or may have occurred through normal use.
Please do not dispose of damaged packaging until we have completed our review, as the carrier or shipping provider may require evidence of the condition in which the package arrived.
5. ITEMS THAT ARE NOT ELIGIBLE FOR RETURN
Unless otherwise required by applicable law, the following items may not be eligible for return or exchange:
- Products that have been worn or used
- Products with stains, odors, excessive hair, damage, or other signs of use
- Items damaged after delivery through improper use or care
- Gift cards
- Certain promotional or clearance items where clearly identified at the time of purchase
- Free promotional gifts
- Mystery or surprise items
- Products specifically identified as non-returnable on the product page
This does not affect your rights if an item is defective or does not meet mandatory consumer protection requirements.
6. RETURN REQUEST APPROVAL
Please contact us before sending a return.
Returns sent without prior communication or return instructions may experience delays in processing.
Once we receive your request, we will review the circumstances and provide instructions where a return is appropriate.
Submitting a return request does not automatically mean that the return has been approved.
7. RETURN SHIPPING COSTS
If a return is requested because of:
- Change of mind
- Incorrect size selection
- Personal preference
- No longer wanting the product
the customer may be responsible for the return shipping cost, unless applicable law provides otherwise.
If we determine that the item is defective, damaged during transit, or incorrectly supplied by us, HuggyMama will review the appropriate resolution, which may include covering reasonable return shipping costs.
8. REFUND PROCESS
If a refund is approved, it will normally be issued to the original payment method used to place the order.
After a returned item has been received and inspected, we will notify you whether the refund has been approved.
Approved refunds are generally processed within 10 business days.
Please note that once we issue a refund, your bank, credit card company, or payment provider may require additional time before the funds appear in your account.
9. PARTIAL REFUNDS
We generally do not provide partial refunds simply because a customer is dissatisfied with a minor cosmetic difference, chooses the wrong size, or changes their mind about a product.
Where a product is genuinely defective, damaged, or incorrectly supplied, we will determine the appropriate remedy based on the circumstances.
Where applicable, any refund or remedy will always remain subject to mandatory consumer protection laws.
10. PRODUCT APPEARANCE & NORMAL VARIATIONS
HuggyMama products may have minor variations in:
- Color
- Fabric texture
- Stitching
- Finish
- Pattern placement
- Appearance shown in photographs
These differences can occur because of lighting, photography, screen settings, manufacturing processes, and normal variations between production batches.
Minor variations that do not materially affect the product's function or quality are not normally considered manufacturing defects.
11. PRODUCTS DAMAGED THROUGH IMPROPER USE
Our products should be used and cared for according to the instructions provided with the product.
Damage resulting from misuse, improper washing, incorrect care, alterations, accidents, excessive wear, or use outside the intended purpose may not qualify for a refund or replacement.
For products containing a baby pouch feature, customers must also follow all safety instructions provided by HuggyMama.
12. SHIPPING PROTECTION
If Shipping Protection is offered at checkout and purchased with your order, claims may be handled according to the terms of the applicable protection service.
Depending on the protection purchased, coverage may include certain situations such as:
- Loss during transit
- Damage during transit
- Confirmed non-delivery
Any claim must be submitted within the applicable claim period and may require photographs, tracking information, or other supporting evidence.
Shipping Protection does not replace or limit any statutory consumer rights that apply to your purchase.
13. DELIVERY ISSUES & MISSING PACKAGES
If your tracking information shows that your package has been delivered but you cannot locate it, please contact us as soon as possible.
Before contacting us, we recommend checking:
- Your mailbox or usual delivery location
- With household members
- With neighbors
- With building reception or management
- Any delivery photograph or confirmation supplied by the carrier
We may request additional information and may contact the carrier or shipping provider to investigate the shipment.
14. RETURNS FOR PROMOTIONAL ORDERS
Promotional offers, discounts, giveaways, or special campaigns may have additional terms presented at the time of purchase.
Unless specifically stated otherwise, participation in a promotion does not remove any mandatory return or consumer rights that apply under applicable law.
Any special promotional restrictions will be clearly communicated before or during checkout where applicable.
15. FRAUDULENT OR ABUSIVE RETURN ACTIVITY
We reserve the right to review unusual or potentially abusive return activity.
Examples may include repeated claims involving materially inconsistent information, intentional damage to products, repeated misuse of return privileges, or attempts to obtain refunds through fraudulent means.
Where permitted by law, we may decline future discretionary returns or take appropriate action regarding suspicious transactions.
This section does not limit any legal consumer rights.
16. CHARGEBACKS & PAYMENT DISPUTES
If you experience an issue with your order, we encourage you to contact us first at:
Our team will review the situation and work with you toward a reasonable resolution.
If a payment dispute or chargeback is opened, HuggyMama may provide the relevant payment provider with transaction information, order records, shipping records, tracking information, delivery confirmation, and customer correspondence where appropriate.
We ask customers to give us the opportunity to investigate an issue before escalating a payment dispute.
17. SAFETY-RELATED PRODUCT CLAIMS
If you believe a product has a safety-related issue, stop using the product immediately and contact us at:
Please provide your order number and clear photographs or videos showing the issue.
For products featuring the HuggyMama baby pouch, customers must follow the safety instructions provided with the product and on our website.
Claims resulting from use contrary to those instructions may not be covered, except where applicable law provides otherwise.
18. NO REFUND FOR CHANGE OF MIND AFTER THE APPLICABLE RETURN PERIOD
Once the applicable return period has expired, returns based solely on change of mind, personal preference, or incorrect size selection may no longer be accepted.
This does not affect any legal rights you may have in relation to defective, faulty, misdescribed, or otherwise non-conforming products.
19. POLICY & LEGAL RIGHTS
This policy is intended to explain HuggyMama's standard return and refund procedures.
Nothing in this policy is intended to remove, restrict, or replace any rights that cannot legally be excluded under the consumer protection laws applicable to you.
Where local law provides greater protection than the terms described here, the applicable legal requirements will take precedence.
20. CONTACT US
For returns, refunds, exchanges, warranty claims, or other order-related concerns, please contact:
HuggyMama
Email: huggymama.co@gmail.com
Website: huggymama.com
Please include your order number in your email so that we can locate your purchase and assist you as quickly as possible.
21. UPDATES TO THIS POLICY
HuggyMama may update this Returns, Refunds & Warranty Policy from time to time to reflect changes to our products, services, business practices, or applicable laws.
The latest version of this policy will be published on huggymama.com.