Free delivery on orders ₹1,599+ · COD available

Refund policy

Last updated: 6 September 2026

Every HUGGZY product is prepared specifically for your order. Because of this, we generally do not accept routine returns for change of mind, incorrect size selection, preference changes, or other reasons unrelated to a product issue. We do, however, stand behind the quality and accuracy of every order we send.

Please record your unboxing

Please record a continuous unboxing video starting with the sealed outer package, with the shipping label visible where possible, and continue recording while you open the package and inspect the product.

Please open the parcel carefully without cutting into the product or its inner packaging. Damage caused while opening the package with scissors, blades, or other sharp objects may not be considered transit damage.

The unboxing video and photographs help us verify the condition of the package and product and resolve eligible issues quickly.

If you share your unboxing video publicly, please cover or blur your personal address and other private order information.

When to contact us

Please contact HUGGZY as soon as you notice a problem, preferably within 24 hours of delivery.

The eligibility deadline is 48 hours from the delivery time recorded by the courier.

What we will replace or refund

For a confirmed eligible issue, you may choose a free replacement or a full refund, including the shipping amount paid for the affected order.

Eligible issues include:

  • printing defects such as smudging, major misalignment, cracking, missing or incorrect artwork;
  • manufacturing defects such as open seams, holes, broken stitching, faulty zips, or faulty buttons;
  • damage caused during transit;
  • receiving a product, colour, or size different from what was confirmed in your order; or
  • a garment measurement differing from the published size chart by more than 0.5 inches.

Please contact us through WhatsApp or email and include the following in your first message:

  • order number;
  • continuous unboxing video;
  • clear photographs of the product and issue;
  • photographs of the packaging; and
  • photograph of the shipping label where available.

Providing complete information at the beginning helps us review your claim without unnecessary back-and-forth.

We aim to acknowledge customer issues within 24–48 hours and communicate the outcome as soon as the review is complete.

No fee applies to a confirmed product defect, transit damage, incorrect product, or other confirmed error on HUGGZY's side.

What we cannot accept

We generally cannot accept returns or replacements for:

  • change of mind or personal preference;
  • incorrect size selected by the customer;
  • incorrect colour or design selected by the customer;
  • minor colour differences caused by screen settings, lighting, or normal printing variation;
  • size variation of 0.5 inches or less from the published size chart;
  • products that have been worn, washed, altered, misused, or damaged after delivery;
  • products with tags removed, where applicable;
  • damage caused while opening the parcel with a sharp object; or
  • claims submitted more than 48 hours after delivery.

Nothing in this section limits rights or remedies that cannot legally be excluded under applicable law.

Size selection

Please review the size guide on the relevant product page before placing your order.

We do not provide routine size exchanges where the customer selected the wrong size.

Cancellations

Orders may be cancelled for a full refund within 2 hours of placing the order, provided production has not started.

To request cancellation, contact HUGGZY through WhatsApp or email immediately and include your order number.

Once production has started, cancellation may no longer be possible. Once an order has shipped, it cannot be cancelled through the cancellation process.

Returns and reverse pickup

Please do not send a product back on your own.

If HUGGZY approves a return or collection, we will provide the required return or pickup instructions.

Unauthorised self-shipped returns may not be accepted or processed.

Failed delivery and redelivery

Please ensure that your address, pincode, phone number, and other delivery details are accurate.

If delivery fails because of an incorrect or incomplete address, an unreachable phone number, repeated failed delivery attempts, refusal to accept the shipment, inability to receive a COD order, or another circumstance attributable to the customer, the shipment may be returned.

Where redelivery is requested after such a failed delivery, a ₹99 redelivery charge applies.

For COD orders, the redelivery charge must be paid in advance before another delivery attempt is arranged.

The ₹99 charge is a redelivery charge only. It does not apply to genuine product defects, transit damage, incorrect products, or confirmed HUGGZY errors.

If we are unable to reach the customer after a failed delivery, the order may be treated as closed. For prepaid orders, any applicable refund will be handled according to the circumstances of the order. Shipping charges already incurred may not be refundable where the failed delivery was attributable to the customer.

Lost or exceptionally delayed parcels

If a parcel is confirmed lost in transit, you may choose a replacement or full refund.

If your order has not arrived within 15 days of dispatch, please contact us through WhatsApp or email. We will trace the shipment and, where the parcel cannot reasonably be delivered, provide a replacement or full refund.

You do not need to wait 15 days to contact us about a shipment that appears to have stopped moving.

Refunds

Where a refund is approved, HUGGZY will initiate it within 7 business days after the applicable refund conditions have been completed.

For returned products, the refund timeline begins after the returned item reaches the designated facility and the required inspection is completed.

Your bank, card issuer, payment provider, or other financial institution may take additional time to reflect the amount in your account.

For COD orders, approved refunds will be made through UPI or bank transfer.

HUGGZY will never ask you for your card number, CVV, ATM/debit/credit card PIN, banking password, or OTP to issue a refund.

Contact us

WhatsApp: +91 76960 70104
Email: huggzyteam@huggzy.com

For eligible claims, please provide your order number, unboxing video, and relevant photographs when contacting us.

Your rights

Nothing in this policy limits or excludes any right or remedy available to you under the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, or any other applicable law.