Refund policy
Returns
Because every Jellykin bag is handmade and made to order, we do not accept returns or exchanges for change of mind, incorrect color selection, or other non-quality-related reasons.
Orders may be cancelled within 24 hours of purchase. Once production has begun, cancellations are no longer possible.
Please allow 3–5 weeks for production before your order ships.
If your item arrives damaged, defective, or you receive the wrong item, please contact us within 14 days of delivery at help@hugmehugme.com. We’ll make it right as quickly as possible.
Please include:
- Your order number
- Photos of the item and packaging
- A brief description of the issue
Non-Returnable Items
The following items are not eligible for return or exchange:
- Made-to-order items
- Personalized or custom items
- Sale items
- Gift cards
European Union 14-Day Cooling-Off Period
If your order is shipped to the European Union, you may have the right to cancel or return your order within 14 days under applicable law.
This right may not apply to goods made to your specifications or clearly personalized, where permitted by law.
Refunds
If a refund is approved, it will be issued to your original payment method within 10 business days. Please allow additional time for your bank or credit card provider to process and post the refund.
If more than 15 business days have passed since your refund was approved, please contact us at help@hugmehugme.com.