Refund policy

At Hugsio, your satisfaction is our priority. We want you to love your Hugsio products. Please read our Refund and Return Policy carefully before making a purchase.

1. Physical Products — Return & Refund Policy

We accept returns on physical products (chunky knit weighted blankets, Slowie weighted stuffed animal, and weighted sleep masks) within 30 days of the delivery date, subject to the conditions below.

1.1 Eligibility for Returns

To be eligible for a return, your item must:

  • Be returned within 30 calendar days of the delivery date
  • Be in its original, unused, and unwashed condition
  • Be in its original packaging (or securely repacked to prevent damage in transit)
  • Not be a personalised, customised, or made-to-order item (if applicable)

Items that show signs of use, damage caused by the customer, or that are returned after the 30-day window will not be accepted and will be returned to sender.

1.2 Non-Returnable Physical Items

For hygiene and safety reasons, the following items are non-returnable once opened or used:

  • Weighted sleep masks (if the hygiene seal has been broken or the product has been worn)

1.3 Defective or Damaged Items

If you receive a product that is defective, damaged, or incorrect, please contact us within 7 days of delivery at contact@hugsio.com with:

  • Your order number
  • A clear description of the issue
  • Photographs of the defect or damage

We will offer you a replacement, store credit, or full refund at our discretion, at no additional cost to you.

2. Digital Products — No Refund Policy

All digital products (e-books and guided wellness journals) are non-refundable and non-exchangeable.

Due to the nature of digital goods — which are made immediately available for download upon purchase — we are unable to offer refunds once a digital product has been purchased and the download link has been sent or accessed. This is in accordance with applicable consumer protection legislation regarding digital content.

By completing your purchase of a digital product, you acknowledge and agree that you waive your right of withdrawal in respect of that digital content once delivery has commenced.

If you experience a technical issue with downloading or accessing your digital product, please contact us at contact@hugsio.com and we will do our best to assist you.

3. How to Initiate a Return (Step-by-Step)

To return a physical product, please follow these steps:

  1. Contact us: Email contact@hugsio.com with your order number and the reason for your return. Please include the subject line: "Return Request – Order #[Your Order Number]".
  2. Receive return authorisation: Wait for our confirmation email, which will include your Return Merchandise Authorisation (RMA) number and the return shipping address. Do not send items back without receiving this confirmation first.
  3. Pack your item: Carefully repack the item in its original packaging (or suitable protective packaging). Include your order number and RMA number inside the parcel.
  4. Ship your return: Send the item to the return address provided using a trackable shipping method. We strongly recommend keeping your proof of postage.
  5. Refund processed: Once we receive and inspect the returned item (typically within 5 business days of receipt), we will notify you by email. If the return is approved, your refund will be processed within 5–10 business days to your original payment method.

4. Return Shipping Costs

Return shipping costs are the responsibility of the customer, unless the return is due to a defect, damage, or error on our part.

We recommend using a trackable shipping service, as we cannot be held responsible for items lost or damaged in transit on their way back to us. Original shipping costs are non-refundable unless the return is due to our error.

5. Refund Processing

Once your return has been received and inspected, we will send you an email to notify you of the approval or rejection of your refund. If approved, your refund will be applied to your original payment method within 5–10 business days. Please note that your bank or credit card provider may require additional time to process and post the refund.

6. Exchanges

We do not offer direct exchanges. If you would like a different product, please return your item for a refund (subject to our returns policy) and place a new order.

7. Order Cancellations

If you wish to cancel your order, please contact us immediately at contact@hugsio.com. We process orders promptly, and once an order has been dispatched, it cannot be cancelled and our standard return policy will apply.

Digital products cannot be cancelled once the download link has been delivered.

8. Contact Us

For any questions about returns or refunds, please contact our customer support team at:
Email: contact@hugsio.com
We aim to respond to all enquiries within 2 business days.

Last updated: April 2026