Returns and Refund Policy
At Hugo Bites, customer satisfaction is our top priority. We aim to ensure every product reaches you in excellent condition. If you receive a defective or damaged item, we’re here to help.
1. Payment Method
Please note that we only offer Cash on Delivery (COD). Refunds are not applicable as payments are made at the time of delivery. However, we do offer replacements in the case of eligible issues.
2. Return Eligibility
You may request a return or replacement if:
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The product is damaged or defective upon delivery.
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You received the wrong item.
To be eligible, you must:
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Report the issue within 48 hours of receiving the product.
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Ensure the item is unused, in its original packaging, and includes all accessories and manuals (if any).
3. How to Request a Return
To request a return or replacement:
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Contact our support team at [email protected] within the allowed timeframe.
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Provide your order number, a brief description of the issue, and, if possible, clear photos of the item received.
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Our team will review the request and guide you through the next steps.
4. Replacement Process
Once your return is approved, we will:
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Schedule a pickup or request that you return the item (depending on location).
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Send you a replacement for the same product at no additional cost, subject to availability.
If the product is out of stock, we may offer an alternative product of equal value upon your approval.
5. Items Not Eligible for Return
Returns will not be accepted if:
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The item shows signs of use or physical damage not reported at the time of delivery.
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The return request is made after the eligible return period.
6. Cancellations
Orders can only be cancelled before they are dispatched. Once shipped, the order cannot be cancelled. If you need to make changes, please contact us immediately after placing your order.
7. Contact Us
For all return and replacement queries, please reach out at [email protected].