Refund policy

Hugsy (Pty) Ltd

Last updated: 2026/02/18

At Hugsy, your comfort matters to us. If you’re not completely satisfied with your purchase, we’re here to help.

1. 30-Day Money-Back Guarantee

We offer a 30-day money-back guarantee in line with our return policy and the South African Consumer Protection Act (CPA) in case our product is  fualty.

You may request a return within 30 days of receiving your order or 30 days late delivery due to circumstances beyond our control, provided the item meets the conditions below.

Estimated delivery times displayed on our website (e.g. 14–29 business days) apply to orders fulfilled from our local South African warehouse. When an item is not currently held in local stock, it will be shipped from our international supplier. International shipments are subject to longer transit times, customs processing, and potential carrier delays beyond our control.

Please note that all estimated delivery times are indicative and not guaranteed. By placing an order, you acknowledge and agree to the following:

• Orders fulfilled locally typically arrive within 2–5 business days.
• Orders fulfilled internationally may take up to 30 business days to arrive, depending on customs clearance and carrier schedules.
• Stock availability (local vs. international) is determined at the time of order processing and cannot always be guaranteed at the time of purchase.

Refund Policy – Non-Delivery

We are committed to ensuring every customer receives their order. However, due to the nature of international shipping, refunds for non-delivery will only be considered if your order has not arrived within 30 business days from the date of dispatch.

If 30 business days have passed and you have not received your order:
1. Contact our support team at [support email] with your order number.
2. We will investigate the shipment status with our logistics partners.
3. If the order is confirmed as lost or undeliverable, we will issue a full refund or reship the item at no additional cost — whichever you prefer.

Refunds will not be issued solely on the basis of a delay if the 30 business day window has not yet elapsed. We appreciate your patience and understanding as we work to deliver your order as quickly as possible.

By completing your purchase, you confirm that you have read and agree to these shipping and refund terms.

2. Return Eligibility

To qualify for a return:

  • The item must be unused and in its original condition

  • The product must be returned in its original packaging only eligible to delivered products

  • All detachable components (including the heating insert) must be included

  • Proof of purchase is required

For hygiene reasons, items that have been excessively used, damaged due to misuse, or altered may not qualify for a refund.

3. Faulty or Damaged Items

If your product arrives damaged or defective, please contact us within 7 days of delivery.

In accordance with the CPA:

  • We will repair, replace, or refund the item at no additional cost

  • Return shipping for faulty items will be covered by us

4. Non-Faulty Returns (Change of Mind)

If you are returning the item due to change of mind:

  • The product must be unused and in resellable condition

  • Return courier costs may be the responsibility of the customer

  • Shipping fees are non-refundable

Once we receive and inspect the item, your refund will be processed.

5. Refund Processing

Approved refunds will be processed via the original payment method used at checkout (Yoco).

Please allow:

  • 3–5 business days for processing

  • Additional time depending on your bank’s processing policies

6. Exchanges

We currently replace items only if they are defective or damaged. If you require a replacement, please contact us directly.

7. How to Start a Return

To initiate a return, please email us at:

📧 hugsy.co.za@gmail.com

Include:

  • Your order number

  • Full name

  • Reason for return

  • Photos (if item is damaged or faulty)

We use Aramex for nationwide shipping and will provide return instructions once your request is approved.

8. Important Notes

  • Hugsy is not a medical device.

  • The product must be used in accordance with the provided safety instructions.

  • Misuse or failure to follow care guidelines may void eligibility for return.

If you have any questions about your order, our team is here to help.

Stay warm,
The Hugsy Team