Refund policy

We want you to love your HeatHug order. If something is not right, you can return it.

You can return any item within 14 days of delivery, for any reason.
Items should be unused, complete, and in their original packaging.
Please contact us through our contact page before sending anything back, and we will send you the return address and instructions.
Return shipping is paid by you, unless the item arrived faulty, damaged or incorrect.
We refund the price of the item to your original payment method within 14 days of receiving the return.

If you added Worry-Free Returns for an item, you have 30 days from delivery to return that item.
We pay the return shipping and send you a prepaid return label.
Items should be complete and in like-new condition, in their original packaging.

If you added Delivery Protection for an item and the package is lost, or is stolen after it has been marked as delivered, contact us within 14 days of the delivery date and we will send a replacement at no extra cost.

If your item arrives faulty, damaged or not as described, contact us and we will replace or refund it at no cost to you, including return shipping. Packages lost before delivery are always replaced by us.
For hygiene reasons, items worn on the face or skin (such as eye masks) can only be returned unused and unopened, unless they are faulty.

Nothing in this policy affects your rights under applicable US law.