Refund policy

30-Day Return Window for Eligible Items

You have 30 days after receiving an eligible item to request a return. To qualify, the item must be unused, in the condition received, with any tags and original packaging, and accompanied by proof of purchase.

Because HugFig figurines and other photo-based products are made specifically for you, personalized and custom-made products are generally not eligible for change-of-mind returns. This exclusion does not affect remedies for an item that is damaged, defective, or materially different from the confirmed order, or any right that cannot be excluded by law.

Starting a Return

Contact support@hugfig.com before sending any item. Include your order number, the reason for the request, and clear photos when the issue concerns damage, quality, or an incorrect item.

If a return is approved, we will provide the return address and shipping instructions. Do not send a return to our registered company address unless our support team specifically instructs you to do so. Items sent without prior approval may not be accepted.

Damages and Issues

Inspect your order when it arrives. Contact us promptly if an item is defective, damaged, or incorrect so we can review the issue and provide an appropriate remedy. Keep the product and packaging until our review is complete.

Exceptions and Non-Returnable Items

Personalized products, custom orders, gift cards, final-sale items, and products that have been used, altered, or damaged after delivery cannot be returned for change of mind. Contact us if you are unsure whether an item is eligible.

Exchanges

For an eligible non-custom item, the fastest way to receive a different item is to complete the approved return and place a new order. For a damaged, defective, or incorrect custom item, we may offer a replacement, remake, repair, or refund after reviewing the evidence and applicable law.

European Union 14-Day Cooling-Off Period

Where the statutory cooling-off right applies to an order shipped into the European Union, you may cancel or return eligible merchandise within 14 days without giving a reason. Personalized or made-to-order goods may be exempt from that right. Any mandatory consumer right available to you remains unaffected.

Refunds

We will notify you after an approved return is received and inspected. If the refund is approved, it will be issued to the original payment method within 10 business days. Your bank or card provider may need additional time to post it. If more than 15 business days have passed since approval, contact support@hugfig.com.