We are sure you will love your new Hug At Home product but if for any reason you feel you need to send it back please do so within 28 days and we will be happy to refund the money. Please note that anything bought in the a sale has a 14 day return period.
How To Return
Our returns address is -
The Hug Team, Phoenox Textiles Ltd, Spring Grove Mills, Clayton West, Huddersfield, HD8 9HH
Return Postage and packaging costs are non-refundable, however if the product is faulty please get in touch with our lovely customer service team who will be happy to organise a return for you where we will cover the cost of postage. Please package all returns items in their original packaging and return in the same condition that you received it.
Simply repackage your return in its original packaging. If this is not an option, please choose a suitable replacement that will ensure the goods being returned will not be damaged.
Costs start from £4.95 and will be deducted from the refund issued on your receipt of returned goods.
(Please be aware the original cost of postage will NOT be refunded unless the item is faulty)
You will be issued a refund on your receipt of returned goods, minus delivery costs, unless sent and paid for by a courier of your choice.
Absolutely. The cost of a collection is £11, please call us to arrange this. Any package wider than 1 metre will need to be collected or returned by an alternative service arranged by yourself, as drop off points unfortunately do not accept parcels of this size.
We're sorry that in most circumstances it's not possible to make changes to your order once you've placed it. If you'd like to add products to your order, please place a new order for these items.
If you need to change details of your delivery address, remove items from your order or cancel it completely, please give one of our Hug Team a call on 01484 959 301. Please be ready to quote your order number and order date.
If your order has already left our warehouse for delivery to you, then you'll need to follow our Returns procedure above in the event of any unwanted products.
In addition to our goodwill policy on returns, as a consumer, this legislation offers you the following cancellation rights when you buy online or by phone: