Refund and Returns Policy

Cancellation, damages and returns

This policy does not apply to goods ordered by businesses which are exempt from the Distance Selling Regulations.

Please be aware that FOOD is not covered by the Distance Selling Regulations HOWEVER Hug Box does want you to be happy with your Hug Box Order.

You can cancel your Order at any time up to 7 working days after the day of delivery. To do this, please e-mail or write to Hug Box. You do not have to give any reason for cancellation. However, a brief explanation will help Hug Box to improve the service offered to customers in the future.

If you cancel, you should return the Hug Box and its full contents (uneaten and in good condition) within 14 days of cancellation to Hug Box, 9 Craigneith Court, East Kilbride, Scotland, G74 3SN. Items must be in original packaging, in all original boxes, packaging materials and the cost of returning the Hug Box is your responsibility. You will be offered a full refund of the price you paid LESS the cost of returning your Hug Box. You must ensure that the goods are packaged adequately to protect against damage.

If you fail to take reasonable care of your Hug Box before it is returned, and this results in damage or deterioration, you will not receive a full refund of the purchase price. I strongly recommend that you fully insure the package that you are returning. I suggest the use of a carrier that can provide you with a proof of delivery. Hug Box will not be held responsible for items lost or damaged in transit.

Hug Box tries very hard to ensure that you receive your Hug Box as you have specified in your order. However Human error can occur so if you do not receive the products, you ordered please contact Hug Box within 2 days of receipt. In the unusual event that the product arrives damaged, please contact Hug Box immediately, and within 2 days of receipt.

Damaged goods are classed as the contents within the Hug Box and not the Cardboard Hug Box itself. If there is a problem with the contents of the Hug Box, please notify Hug Box as soon as possible and within 2 days of delivery providing details of the problem. It’s helpful if you can provide Hug Box with a digital photograph of the problem as this normally saves you having to return the goods for inspection. I will deal with the matter in accordance with your legal rights.

If an exchange is necessary, this will be arranged without unreasonable delay and without charge. Replacement goods will not be dispatched until the original goods have been received and checked.

The cost of returning goods to Hug Box is your responsibility, however on inspection I will refund your reasonable postage costs, providing that the goods are found to be wrong or damaged.

Items located near any source of heat or steam should be protected either by heat deflectors or other suitable protection.

If an item is no longer available, I will offer an alternative. However, my liability will be to replace the damaged goods only and I am unable to guarantee an exact match. In this instance you will have the option of a refund.

All refunds will be made with 14 days.

Need help?

Please email wendy@hugbox.co.uk for questions related to refunds and returns.