Refund policy

Last Updated: July 5, 2026

At ●Hug™, your satisfaction is our priority. We stand behind the quality of our products and want you to shop with confidence. If you're not completely satisfied with your purchase, we're here to help.

This Return & Refund Policy explains how returns, exchanges, refunds, and warranty claims are handled for purchases made through dothug.com.

90-Day Free Returns

We proudly offer a 90-Day Free Return Policy on eligible purchases.

You may request a return within 90 calendar days of the date your order is delivered.

If more than 90 days have passed since delivery, we may be unable to approve your return unless required by applicable law or covered under our Limited Warranty.

Free Return Shipping

If your return is approved, ●Hug™ will provide or reimburse the cost of return shipping for eligible returns.

Please do not send any product back without first contacting our customer support team and receiving return instructions.

Unauthorized returns may experience delays or may not be accepted.

Return Eligibility

To qualify for a return, the product must:

  • Be returned within 90 days of delivery.

  • Be reasonably clean and free from excessive dirt or contamination.

  • Include all original accessories, components, and packaging whenever possible.

  • Not show signs of intentional damage, misuse, abuse, or unauthorized modifications.

Normal inspection and reasonable testing of the product will not affect your eligibility for a return.

Non-Returnable Items

For health, hygiene, safety, or legal reasons, certain products may not be eligible for return where permitted by law.

Returns may also be refused if products have been:

  • Intentionally damaged.

  • Cut, punctured, or burned.

  • Modified or repaired without authorization.

  • Used in commercial or rental environments when not designed for such use.

  • Damaged due to improper storage or handling.

Nothing in this policy limits any rights you may have under applicable consumer protection laws.

How to Start a Return

To request a return, please contact us at:

Email: info@dothug.com

Please include:

  • Your full name

  • Order number

  • Email address used for the purchase

  • Reason for the return

  • Photos or videos (if the item is damaged, defective, or incorrect)

Our customer support team will review your request and provide return instructions if your return is approved.

Return Inspection

Once your returned item is received, we will inspect it to verify its condition and eligibility.

We aim to complete inspections within 3–7 business days after receiving the returned item.

If additional information is required, we may contact you before processing your refund or replacement.

Refunds

Once your return has been approved, your refund will be processed promptly.

Refunds may be issued to:

  • The original payment method, or

  • Store credit, if you choose this option.

Refunds typically appear in your account within 5–10 business days, depending on your bank or payment provider.

Processing times may vary.

Exchanges

If you receive:

  • The wrong product,

  • A damaged product,

  • A defective product,

  • An item with a manufacturing defect,

we will gladly arrange a replacement at no additional cost, subject to product availability.

If the original item is unavailable, we may offer:

  • A comparable replacement,

  • Store credit, or

  • A full refund.

Damaged or Defective Products

If your order arrives damaged or defective, please contact us within 7 days of delivery.

To help us resolve your claim quickly, please provide:

  • Order number

  • Clear photographs of the product

  • Photographs of the packaging

  • A description of the issue

We may request additional information if needed to evaluate your claim.

Incorrect Orders

If you receive the wrong product, please notify us within 7 days of delivery.

After verification, we will arrange the appropriate solution, which may include:

  • Shipping the correct product,

  • Providing a prepaid return method where applicable,

  • Sending a replacement, or

  • Issuing a full refund.

Order Cancellations

Orders may be canceled before they enter processing.

Once an order has been processed or shipped, cancellation may no longer be possible.

If your order has already shipped, you may request a return after delivery under this Return Policy.

Refused Deliveries

If a shipment is refused without prior authorization or returned due to an incorrect shipping address provided by the customer, any additional shipping or carrier fees incurred may be deducted from the refund where permitted by law.

Lost Packages

If your shipment is confirmed lost by the shipping carrier, we will work with the carrier to investigate.

If the package is confirmed lost, we will provide, at our discretion:

  • A replacement shipment, or

  • A full refund.

Warranty Claims

Many ●Hug™ products include a One-Year Limited Warranty covering manufacturing defects under normal residential use.

The warranty does not cover damage resulting from:

  • Accidents

  • Misuse

  • Improper inflation

  • Sharp objects

  • Fire or excessive heat

  • Pet damage

  • Normal wear and tear

  • Unauthorized repairs or modifications

Warranty claims may require photographs, videos, or additional information before a resolution is provided.

Abuse of Return Policy

To protect all customers, ●Hug™ reserves the right to refuse returns or refunds where there is evidence of:

  • Fraudulent activity

  • Excessive or repeated return abuse

  • False claims

  • Attempts to exploit promotional offers

  • Intentional product damage

This does not affect your rights under applicable consumer protection laws.

Limitation

Nothing in this Return & Refund Policy limits or excludes any rights that cannot legally be limited or excluded under applicable consumer protection laws.

Contact Us

For any questions regarding returns, refunds, exchanges, or warranty claims, please contact us.

●Hug™

Website: dothug.com

Email: info@dothug.com

Customer Support: Monday–Friday, 9:00 AM–5:00 PM (excluding holidays)

Thank you for shopping with ●Hug™.

We appreciate your trust in our products and are committed to providing a simple, fair, and hassle-free return experience. Our goal is to ensure every customer shops with confidence and enjoys exceptional service from purchase through delivery and beyond.