Refund policy

Our Return Policy:

At Hugr, we strive to ensure your complete satisfaction with every purchase. If, for any reason, you are not entirely pleased with your order, we offer a hassle-free return policy to make your shopping experience worry-free.

Returns Eligibility:

  1. Items must be returned within 30 days of the original purchase date.
  2. Products must be unused, undamaged, and in their original packaging.
  3. Personalized or custom-made items are not eligible for return unless they arrive damaged or defective.

Return Process:

  1. Contact us at hugrnordic@gmail.com to initiate the return process. Please provide your order number and reason for return.
  2. Our team will guide you through the return process and provide you with a return authorization number (RMA) if applicable.
  3. Pack the items securely in the original packaging or a similar protective packaging to prevent damage during transit.
  4. Include the RMA (if provided) and a copy of your original invoice in the package.
  5. Ship the return package to the address provided by our customer service team.

Refund or Exchange:

  1. Upon receiving and inspecting the returned items, we will issue a refund to the original payment method or provide a replacement, depending on your preference.
  2. Refunds will be processed within 10 business days after the return is received and approved.
  3. Original shipping charges are non-refundable, and return shipping costs are the responsibility of the customer unless the return is due to our error or a defective product.

Damaged or Defective Items:

  1. If you receive a damaged or defective item, please contact us immediately upon receipt.
  2. Provide clear photos of the damaged or defective product, along with your order number, to expedite the resolution process.
  3. We will arrange for a replacement to be sent to you at no additional cost or issue a full refund, including shipping charges.

Additional Notes:

  1. Returns that do not meet our eligibility criteria may be subject to a restocking fee or refusal.
  2. We reserve the right to deny any return that does not comply with our return policy.
  3. For hygiene reasons, we cannot accept returns on used candles unless they are defective.
  4. If you have any questions or concerns regarding our return policy, please don't hesitate to contact our customer service team.

Thank you for shopping at Hugr. We appreciate your business and strive to provide you with the best possible shopping experience.