Exchange and Return Policy
Hugrab Exchange/Return Policy
Please check product color, quantity, and options before purchase. Successful payment indicates agreement to this return policy. Refund processing generally takes about three weeks after the returned product is received.
1. Cancellation Before Shipment
If order status is “Payment Successful,” users may request cancellation or refund through customer service.
Customer service will confirm whether cancellation or refund is possible.
If order status is “Preparing Product,” cancellation is not allowed.
2. Shipment and Exchange/Return Requests
Only defective or incorrect products are eligible. Contact customer service within 14 days of receipt with relevant information.
Products must be returned within 3 days of notification; late returns will not be processed.
3. Defective or Incorrect Products
Refunds are processed only after the logistics department confirms receipt. Return shipping is covered by the company.
For reshipment of the same product, both-way shipping is covered by the company.
Requests for exchanges due to product defects must be made within 14 days of receipt; late requests are not accepted.
4. Returns for Personal Reasons
Returns or refunds due to personal reasons are not accepted.
Only defects, incorrect delivery, or company-responsible issues are eligible for exchanges or refunds.
5. Non-Eligible Returns/Exchanges
Returns after 14 days of receipt.
Opened or damaged products affecting resale.
Discounted products or products purchased with points.
Unapplied returns sent without prior request.
