Refund policy

Last updated: 16 July 2026

This policy covers exchanges and store credit for orders placed with HUG.

Our Policy

We want every HUG to be just right. If something isn't, we offer an exchange or store credit. We do not offer refunds for change of mind, so please choose carefully. This does not affect your rights under Australian Consumer Law for faulty, damaged or incorrect items, which are covered below.

Exchanges and Store Credit

You may request an exchange or store credit within 30 days of receiving your order. To be eligible, items must be unused, in their original condition and in the original packaging, with proof of purchase. Store credit is issued for the value of the item and does not expire. Return postage for change of mind is at the customer's cost, and exchanges are subject to availability.

How to Request an Exchange or Store Credit

Reach out through our Contact page with your order number and let us know whether you would prefer an exchange or store credit. We will confirm the details and next steps by email. Once we receive and inspect the returned item, we will process your exchange or issue your store credit.

Damaged, Faulty or Incorrect Items

If your order arrives damaged, faulty or is not what you ordered, please contact us as soon as possible through our Contact page with photos of the item. We will arrange a replacement, repair or refund at no additional cost to you, in accordance with your rights under Australian Consumer Law.

Items Not Eligible for Exchange

Some items, such as gift cards, personalised or perishable products, are not eligible for exchange or store credit unless faulty. Any such exceptions will be noted on the product page.

Your Consumer Rights

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this policy limits your rights under the Australian Consumer Law or other applicable consumer protection law, including your right to a refund, replacement or repair for faulty goods.

Contact

Questions about an exchange or store credit? We're here to help through our Contact page or hello@thevillageco.org