Incidents or returns
If you have an incident with any of the products you have purchased or have simply changed your mind and want to return a product, here we explain how to proceed.
Remember that all HUGBOX brand products have a 2-year warranty.
If you have a problem with a product and it is still under warranty, you can request a refund or replacement.
To do this, you just have to write us an e-mail indicating your order number and the incident in question. It is necessary that you attach photographs or a video of the product so that we can verify the incident and speed up the procedures.
Once we have received your request, we will proceed to evaluate it and we will contact you as soon as possible to make the appropriate verifications, and if necessary we will generate an RMA to be able to follow up on the incident and the replacement or refund process.
Returns or withdrawals
You have the right to withdraw from the purchase and to return the product or products purchased within the first 365 calendar days from when you received them.
The right of withdrawal and return will not be applicable to products that, due to their nature, and in compliance with current regulations, cannot be returned or may deteriorate, such as intimate hygiene, erotic toys or lingerie, except for technical failure detected before. of its use. Nor will it be applicable to any product that has been unsealed or opened after delivery, except for a technical failure detected during its use.
Before making any return, you must contact us by email firstname.lastname@example.org, indicating your order number. You can also use the contact form.
Once we receive your return request, we will provide you with the options available according to your case. Although not all are always available, the options are:
- Return the corresponding amount in the same means in which the payment was made.
- Replace with the same item.
Any refund to the customer, as a result of a return, will be made within a maximum period of 3 working days from the communication of the withdrawal.
The return of the products will give rise to a refund equal to the purchase price of the returned product / s minus the expenses generated by the shipment of the product from HUGBOX to the customer. The refund does not include the possible costs of returning the product / s returned from the customer to HUGBOX, provided that the withdrawal is not due to a technical failure in the product or more than 2 months have passed since the date of shipment. original. Whenever a product is returned, the customer will receive an email informing him of the amount of the return.
In the case of having received the order in multiple packages, a return will have to be made for each of them, with the relevant shipping costs in each case.
If the reason for the return or replacement of the product is an apparent technical failure that later turns out not to exist, and we verify that the product works correctly, the costs of the replacement product will be charged, through the payment method used by the customer, as well as the costs of managing it.