Return & Exchange

Cancellation:

We accept order cancellations before production begins. To cancel, contact us at service@hugcustom.com with your order number and reason. Cancellations may incur a processing fee:

1.Unshipped: 30% fee within 8 hours, 50% fee within 12 hours.

2.Orders cannot be canceled after 24 hours or once shipped.

 

Return & Refund Policy:

Products are customized and final. Returns are accepted within 30 days if there's an error. Specify requirements during ordering. Refunds are issued for lost orders, missed cancellations, and defective items.

We accept all returns for refund or exchange within 30 days of delivery under the authorization of customer service. Please note that to be eligible for return, items must be in its original purchase condition

1. Please contact our customer service for your return request.
2. The time frame for return & exchange must be within 30 days from delivery
3. Scratches, sign of wear, resized or altered in any way are not accepted
4. You will be responsible for the return shipping cost.
5.Returns or exchanges with no tracking will not be processed

NON-REFUNDABLE ITEMS

1. Exposure to harsh chemicals can alter the appearance of your product. These chemicals include, but are not limited to, Liquid Silver Polish, Pools, Hot Tubs, and Spas.
2. Silver pieces are given detail by oxidation, they may appear black some time later. To remove this, please clean with the silver polishing cloth to return its original look.
3. Products are damaged by misuse, mishandling, or poor maintenance.
4. A replacement will not be accepted for a refund.

Refund Method: Refunds match the original payment method. Bank card or account refunds are not supported. Late refunds? Check your account, then contact your bank and us.

HOW TO PREPARE RETURN OR EXCHANGE

Step 1: If you're not content to the products received, please contact our customer service for further help.
Step 2: Place the item(s) in the original packing and seal the parcel securely.
Step 3: Ship out your package at the local post office.
Step 4: when we receive your package, we will promptly process an exchange or issue a refund to your account in accordance with our return conditions.

AFTER YOUR RETURN ACCEPTED

1: The returns will be processed within 3-5 working days upon receipt of your package. The funds will be issued to your original payment account, depending on your payment service. 

Note: All payment will be refunded to its original payment method.

Note for Taxes: Import duties, taxes, and charges not included. Buyer's responsibility. Check your country's customs office for costs.

Contact Us: For questions, email service@hugcustom.com.