At Hugo Grillz, we aim to ensure customer satisfaction with every purchase. This Returns & Refund Policy outlines the conditions under which returns and refunds are accepted.
Eligibility for Returns
- Products must be returned in their original packaging and unused condition.
- Items must be returned within 7 days of delivery.
- Proof of purchase (order confirmation or receipt) is required.
- Certain products, such as personal-use kitchen appliances that have been used, may not be eligible for return due to hygiene and safety reasons.
Non-Returnable Items
- Used or damaged products not caused by delivery issues
- Items returned without original packaging or accessories
- Customized or special-order items
Return Process
To initiate a return, please contact us at [email protected] with your order details and reason for return. Our team will provide instructions for the return process.
Refunds
- Approved refunds will be processed after we receive and inspect the returned product.
- Refunds are made in the form of cash refund at delivery return or by deducting the amount from your order total if applicable.
- Refund processing may take up to 14 business days.
Damaged or Incorrect Items
If you receive a defective, damaged, or incorrect product, please notify us within 48 hours of delivery with photos of the item. We will arrange a replacement or a refund at no additional cost.
Exchanges
Exchanges are subject to product availability. If the requested item is unavailable, we will provide a refund according to our refund policy.
Contact Us
For questions regarding returns or refunds, please contact us at:
Email: [email protected]