Returns & Refunds.

Need to return or exchange something? We're here to help make the process as simple as possible.

We offer a 30-day return policy from the date you receive your order.

To qualify for a return, items must be unused, unworn, in their original condition, with all original tags attached and in their original packaging. Proof of purchase is also required.

Items that do not meet these conditions may not be eligible for a refund, subject to your statutory rights.

The quickest way to request a return is through your customer account.

If you checked out using only a phone number, please use the return link in your SMS order confirmation.

You can also email help@huggipaw.com for assistance.

Please request a return before sending anything back.

Once your return has been requested, please follow the return instructions provided.

Our return address is:

APT 4, Royal Ports House
27 Lapidge Drive
London
SW17 0FH
United Kingdom

Please do not send items back without requesting a return first.

For ordinary returns or exchanges, customers are responsible for return shipping costs.

We recommend using a tracked shipping service, as we cannot take responsibility for parcels lost during return transit.

If your item is faulty, damaged or incorrect, please contact us before returning it. Where appropriate, we will provide a prepaid return label or arrange another suitable solution.

Of course! If you'd like a different size or style, please submit an exchange request through your customer account or email help@huggipaw.com.

Once your returned item has been received and inspected, we'll process your exchange as soon as possible.

All exchanges are subject to stock availability.

Once we receive and inspect your returned item, we'll let you know whether your refund has been approved.

Approved refunds will be issued to your original payment method. Please allow additional time for your bank or card provider to process the refund.

Where required by applicable consumer law, original standard delivery charges will also be refunded. Any additional cost paid for express or upgraded delivery services is non-refundable.

Please inspect your order when it arrives. If an item is damaged, faulty or incorrect, contact us as soon as possible at help@huggipaw.com.

Please include your order number, a brief description of the issue and clear photos showing the problem.

We'll review the issue and arrange an appropriate solution as quickly as possible, in accordance with your consumer rights.

The following items cannot normally be returned for a change of mind, where permitted by law:

• Personalised or custom-made products
• Perishable goods
• Gift cards
• Certain items marked as final sale or clearance, where legally permitted

These exclusions do not affect your statutory rights for faulty or misdescribed goods.

If you're unsure whether an item is eligible for return, please contact us before sending it back.

If your order is delivered to an EU country, you generally have the legal right to withdraw from an eligible online purchase within 14 days of receiving it, without giving a reason.

If multiple items are delivered separately, the 14-day period starts when you receive the final item.

You must notify us within this period and then have a further 14 days to send the goods back.

Unless the goods are faulty, damaged or incorrect, you are responsible for return shipping costs.

Where required by EU law, we'll refund the goods and original standard delivery charges. Refunds will be processed within the legally required timeframe, subject to the applicable rules about receiving returned goods or proof of return.

Some products may be exempt from withdrawal rights under applicable law.

We're always happy to help!

For questions about returns, exchanges or refunds, please email help@huggipaw.com.

To help us assist you more quickly, include your order number and a short explanation of your enquiry.