Refund policy
Refund Policy
Return Policy – 30-Day Period
Return period
All customers have 30 calendar days from the date of delivery to request a return, without needing to provide a reason.
If the purchase is made from within the European Union, this policy extends the statutory 14-day right of withdrawal, without affecting applicable legal guarantees.
Condition of the item
The product must be returned in the same condition in which it was received: unused, with tags (if applicable), and in its original packaging.
The customer may handle the product only to the extent necessary to verify its nature and functionality. However, any use beyond this may result in a proportional reduction of the refund in accordance with applicable regulations.
Return request procedure
To initiate a return, the customer must contact us by email and provide:
- Order number
- Name of the purchaser
- Reason for return (for information purposes only, not required for acceptance)
Once the request is received, its approval will be confirmed and instructions for returning the product will be provided.
Returns must be sent to the address indicated in the confirmation. Returns sent without prior authorization may not be accepted.
Return shipping costs
- Defective, damaged, or incorrect product: Headhug will cover the return shipping costs.
- Returns due to withdrawal or customer decision (not related to defects): the customer will bear the shipping costs, unless otherwise stated in the return confirmation.
Damages and issues with the order
The customer must inspect the product upon receipt. In case of defect, damage, or error in the order, it must be reported within the first 48 hours so it can be handled through repair, replacement, or refund, as appropriate.
Exceptions to returns
Returns will not be accepted for:
- Personalized or custom-made products
- Unsealed hygiene or personal-use items
- Goods that, by their nature, are not suitable for return under applicable regulations
Products on sale or discount may be returned unless they fall into excluded categories.
7. Refunds
Once the product is received and inspected, the customer will be notified of the approval or rejection of the return.
If approved, the refund will be issued to the original payment method within approximately 10 business days. Processing times may vary depending on the financial institution.
8. Legal warranty
All products are covered by the applicable legal warranty of conformity according to the buyer’s country regulations. In the European Union, the warranty for new products is three years.
9. Right of withdrawal (EU)
If the purchase is made within the European Union:
- The customer has 14 calendar days to withdraw from the contract from the date of receipt.
- The withdrawal must be communicated within this period via email.
- A withdrawal form may be used, but it is not mandatory.
Final notice
This policy has been designed to comply with applicable regulations and to provide clear and fair conditions for consumers. For any questions, please contact Headhug customer support.