Refund policy

The 30-night guarantee

You have 30 nights from the day your Hugwarm is delivered to decide. If it isn't the warmest thing you own, send it back and we'll refund the full purchase price. No restocking fee, no questions beyond "what didn't work?" so we can get better.

How to start a return

Email hello@hugwarm.co with your order number. We reply within one business day with your return instructions and the return address. Please don't send anything back before you have them; parcels that arrive without a return request can't be matched to an order.

To be accepted, the blanket needs to come back clean, with its controller and power cord, inside any bag or packaging it arrived in. Normal signs of a few nights' use are fine. Items that have been washed incorrectly, cut, or damaged beyond normal use may be refused or partially refunded.

Refunds

We check every return when it arrives and confirm by email. Approved refunds go back to your original payment method within 10 business days. Your bank or card issuer can take a few more days to show it. If 15 business days have passed since we confirmed your refund and you still don't see it, write to us and we'll chase it.

Original shipping charges, where paid, are not refunded unless the return is due to our error or a fault.

Faulty, damaged or wrong items

Open the parcel when it arrives. If the blanket is damaged, the controller doesn't power on, or you received the wrong colour, email us within 48 hours of delivery with your order number and a photo. We'll send a replacement or a full refund, our choice of carrier, at no cost to you.

One-year warranty

The heating element and controller are covered for 12 months from delivery against defects in materials and workmanship. The warranty doesn't cover damage from washing with the controller attached, tumble drying, folding the heating panel sharply, or use outside the care instructions. If a fault appears, email us with a short description and a video or photo and we'll repair, replace, or refund.

Exchanges

Want a different colour? The quickest route is to start a return and place a new order; we'll refund the first as soon as the return is on its way back.

European Union customers

If your order was delivered inside the European Union you also have a 14-day right of withdrawal from the day of delivery, for any reason. The same return conditions apply.

Questions

Anything unclear, email hello@hugwarm.co. A person reads it.