Refund policy


REFUND POLICY

Last updated: 30/11/2025

1. Overview

This Global Refund Policy applies to all purchases made on the websites operated by Hugpupy, a brand managed by KINGDOM SUPPLY & MARKETING LLC.

Our goal is to ensure a safe, transparent, and fair shopping experience while complying with international consumer protection regulations, including:

  • FTC Guidelines (United States)

  • EU Consumer Rights Directive (Europe)

  • Consumer Rights Act (UK)

  • LGPD (Brazil)

  • CCPA/CPRA (California)

  • PDPL (UAE / Saudi Arabia)

  • E-commerce regulations applicable to your region.

This policy is standardized across all Hugpupy stores worldwide.

 

 

2. Eligibility for Refunds

Hugpupy accepts refund requests under the following global conditions:

2.1 Unused & Unopened Items A refund is eligible if the product is:

  • Unused,

  • Unopened,

  • In original packaging,

  • Requested within 7 days of delivery.

This applies worldwide unless local law provides additional consumer rights.

2.2 Defective or Damaged Products If an item is defective or arrives damaged, Hugpupy will offer:

  • A replacement, or

  • A refund, at no additional cost.

Photo/video evidence is required for internal quality control.

 

 

3. Non-Refundable Situations

For safety, hygiene, and regulatory compliance, refunds cannot be issued if:

  • The package has been opened.

  • The product was used, tested, or applied.

  • The item shows signs of wear, tampering, or misuse.

  • The customer refuses delivery without a valid reason.

  • The product is returned without prior approval from Hugpupy.

Used cosmetic or personal-care products are not eligible for refunds under global hygiene regulations (EU, FDA, ANVISA, GCC).

 

 

4. Order Cancellation

4.1 Before Fulfillment Orders may be canceled within 12 hours of purchase, provided the order has not yet been processed or shipped.

4.2 After Fulfillment Once a tracking number has been issued or the product is in transit, the order cannot be canceled. A return request may still be evaluated under the terms of this policy.

 

 

5. Returns Process

To initiate a refund or replacement, customers must contact Hugpupy support: 📧 help@hugpupy.com

Please provide:

  • Order number

  • Full name

  • Description of the issue

  • Photos/videos (if applicable)

Customers must await approval before shipping any return. Unauthorized returns may be rejected. All return instructions will be provided directly by Hugpupy.

 

 

6. Shipping Costs for Returns

6.1 Defect or Damage Hugpupy covers 100% of shipping costs for approved defective or damaged items.

6.2 Other Reasons (Change of Mind, Incorrect Address, Buyer Error) Return shipping costs are the responsibility of the customer. Shipping fees paid at checkout are non-refundable.

 

 

7. Refund Method & Processing Time

Refunds are issued only to the original payment method, including:

  • Credit/Debit Card

  • PayPal

  • Apple Pay / Google Pay

  • Klarna / Afterpay / Affirm

  • Shopify Payments (Stripe)

7.1 Processing Time Once approved:

  • Hugpupy processes refunds within 3–7 business days.

  • Banks and payment providers may take 5–15 business days to finalize the refund.

 

 

8. Packages Lost in Transit

If a package is confirmed lost by the carrier:

  • Hugpupy will offer a full replacement, or

  • A full refund, based on customer preference.

Lost-package confirmation must match carrier tracking data.

 

 

9. Wrong Address or Delivery Issues

Hugpupy is not responsible for:

  • Incorrect addresses entered at checkout.

  • Failure to receive the package due to absence.

  • Unclaimed packages returned to sender.

In these cases:

  • A reshipment may be offered (customer pays shipping).

  • Refunds are not available.

 

 

10. Customs, Duties & Import Taxes

For international orders:

  • Customers are responsible for any customs fees, import duties, or VAT/taxes charged by their country.

  • Refusal to pay customs duties does not qualify for a refund.

 

 

11. Fraud Prevention & Abuse

Hugpupy reserves the right to deny refunds in cases of:

  • Suspected abuse of the policy.

  • Repeated refund claims.

  • Fraudulent chargebacks.

  • Misuse of return procedures.

Orders flagged by Shopify Fraud Protect, Stripe Radar, or PayPal Risk may require additional verification.

 

 

12. Exchanges

Hugpupy does not offer exchanges for:

  • Opened or used items.

  • Items returned without approval.

  • Items damaged due to misuse.

Exchanges are only available for defective products.

 

 

13. Policy Updates

Hugpupy may update this Global Refund Policy at any time to comply with international laws and internal processes. The latest version will always be available on this page.

 

 

14. Contact for Refunds & Returns

For all refund or return inquiries:

KINGDOM SUPPLY & MARKETING LLC 📧 help@hugpupy.com 📞 +1 (786) 275-7758 📍 2252 GOLD SUMMIT ST, MINNEOLA, FL 34715, USA