Returns

We are sure you will love your new Hug Rug product but if for any reason you feel you need to send it back please do so and we will be happy to refund the money. Any orders placed in December, returns are extended until the 31st of January. All couriers are experiencing delays, please note returns may take longer than usual to get back to us. 

How To Return

Returns by post

You as the customer are responsible for return postage charges. We would recommend using a tracked and insured service for your return. (Such as Transglobal for larger parcels and Parcel2Go for smaller parcels, who provide both collection and drop off services). Please be advised that some drop off services may require you to print off the label.


When arranging the return the couriers will require measurements for your parcel. This is the rolled or box dimensions of the parcel, not the dimensions of the rug. 

Our returns address is -

The Hug Team, Phoenox Textiles Ltd, Spring Grove Mills, Clayton West, Huddersfield, HD8 9HH

Return Postage and packaging costs are non-refundable, however if the product is faulty please get in touch with our lovely customer service team who will be happy to organise a return for you where we will cover the cost of postage. 

Please package all returns items in their original packaging and return in the same condition that you received it.

 

Returns information

  • Contact for further details. Please note, we are experiencing huge delays with our own courier service. 
  • Starts from £4.95. Please be aware that any rug over 120x170cm will have to be a collection only starting from £11 or organised by your own courier service.
  • Please be aware the original cost of postage will not be refunded unless the item is faulty.
  • This service is only available in England, Scotland and Wales but unfortunately excludes the Highlands and Islands and Northern Ireland.
  • When using this service the returns charge will be deducted from your refund.
  • Please be aware the original cost of postage will not be refunded unless the item is faulty.

 

FAQs

How do I package my return?

Simply repackage your return in its original packaging. If this is not an option, please choose a suitable replacement that will ensure the goods being returned will not be damaged.

When will I receive my refund?

You will be issued a refund within 28 days on your receipt of returned goods, minus delivery costs, unless sent and paid for by a courier of your choice.

 

Cancellations

Our policy

We're sorry that in most circumstances it's not possible to make changes to your order once you've placed it. If you'd like to add products to your order, please place a new order for these items.

If you need to change details of your delivery address, remove items from your order or cancel it completely, please give one of our Hug Team a call on 01484 959 301. Please be ready to quote your order number and order date.

If your order has already left our warehouse for delivery to you, then you'll need to follow our Returns procedure above in the event of any unwanted products.

Consumer Contracts Regulations 2013 (EU customers only)

In addition to our goodwill policy on returns, as a consumer, this legislation offers you the following cancellation rights when you buy online or by phone:

  • You're entitled to cancel your contract if you wish, provided that you exercise your right no longer than 14 days after the day on which you receive the goods
  • Your right to cancel your contract or return products does not apply to goods made to your specification
  • If you wish to exercise your right of cancellation, you're obliged to retain possession of the goods and take reasonable care of them until your return them
  • To exercise the right to cancel, you must inform us of your decision to cancel your contract by a clear statement, including details of your name, address, details of the order you wish to cancel and, where available, your phone number and email address
  • You can cancel by calling one of our Hug Team on 01484 959 301. If you decide to cancel, you should return the goods to us at your cost within 14 days of cancellation and we'll reimburse you (by the method used to pay for the original transaction) the amount in relation to goods to which cancellation rights apply. We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. We'll refund you no later than 14 days after the day we receive the goods back from you.