Refund policy

Returns, Exchanges & Refunds

We hope you and your pup love your Huggipaw order. If something isn’t quite right, we’re happy to help.

30-Day Returns

We offer a 30-day return policy, meaning you have 30 days from the date you receive your order to request a return.

To be eligible for a return, items must be:

Unused and unworn
In their original condition
With all original tags attached
In their original packaging
Accompanied by proof of purchase

Items that do not meet these conditions may not be eligible for a refund.

How to Request a Return or Exchange

The quickest way to request a return or exchange is through your customer account:

https://shopify.com/92666954069/account

If you checked out using only a phone number and did not provide an email address, you may not be able to access the account portal. In this case, please use the return link included in your SMS order confirmation.

If you need any help, you can also contact us at help@huggipaw.com.

Please request a return before sending any items back to us.

Return Address

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

Return Shipping Costs

Customers are responsible for the cost of returning items unless the item is faulty, damaged, or we have sent you the incorrect product.

We recommend using a tracked shipping service when returning your order, as we cannot be responsible for parcels lost during return transit.

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

Exchanges

If you would like to exchange an item for a different size or style, please submit an exchange request through your customer account or contact us at help@huggipaw.com.

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

Exchanges are subject to stock availability.

Refunds

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

Approved refunds will be issued to your original payment method.

Please allow additional processing time for your bank or card provider to credit the refund to your account.

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

European Union Right of Withdrawal

If your order is delivered to a country within the European Union, you have the legal right to withdraw from your purchase within 14 days of receiving your order, without giving a reason.

If your order contains multiple items delivered separately, the 14-day period begins on the day you receive the final item.

To exercise your right of withdrawal, you must notify us within this 14-day period by submitting a return request through your customer account or contacting help@huggipaw.com.

After notifying us, you have a further 14 days to return the goods.

Unless the goods are faulty, damaged, or incorrect, you are responsible for the cost of returning them.

Where required by EU consumer law, we will refund the cost of the goods together with the original standard delivery charge. Additional charges paid for express or premium delivery are not refundable.

Refunds will be issued within the timeframe required by applicable consumer law after we receive the returned goods or acceptable evidence that they have been sent back.