Refund policy
Last updated: 17 May 2026
We make Huggu in small batches for Australian families, and we know that bringing a new product into the witching hour is a leap of faith. So every Huggu order comes with a 30-day cuddle trial plus a money-back guarantee — and a separate, no-conditions promise on anything faulty.
The 30-day cuddle trial — money-back guarantee
If your Huggu arrives and you're not satisfied — for any reason — you can return it within 30 days of delivery for a full refund of the purchase price.
The 30-day window starts the day Australia Post marks your parcel as delivered.
What you need to send back
- The plush, motor module, palm liner, remote, USB-C charging cable, and original packaging
- In original condition — the plush cover and palm liner can be gently washed before return
How to start a return
Email us at support@huggu.com.au with your order number and a one-line reason. We respond within 1–2 business days with return instructions and the postal address.
Return shipping is at your cost
You're responsible for the return shipping cost. We recommend Australia Post Tracked (typically $10–15 within Australia) so you can confirm delivery back to us.
We strongly recommend tracked because if the parcel is lost in transit, we can't refund what we haven't received.
Refund timing
Once your return reaches us and is confirmed in original condition, we process your refund within 5 business days to the original payment method. Your bank may add another 1–3 business days on top of that for the funds to appear on your statement.
The refund is for the full purchase price you paid. Original outbound shipping costs (if any) are also refunded — only the return shipping cost stays with you.
Damaged or faulty Huggu — separate from the trial
If your Huggu arrives damaged, has a manufacturing fault, or stops working through no fault of yours, that is completely separate from the 30-day cuddle trial and is covered under the Australian Consumer Law.
Email us a photo of the issue and your order number to support@huggu.com.au. We'll send a free replacement, no return required unless we ask. We cover all costs, including return shipping if needed.
This applies regardless of how long you've had your Huggu. Your statutory rights under the Australian Consumer Law are preserved in full.
Pre-order cancellations
If you've placed a pre-order for any Huggu character — Benny, Betty, Momo, Coco, Avo, Howie or Mimi — and you change your mind before it ships, email us with your order number. We'll refund in full to your original payment method within 5 business days. There's no fee and no questions.
Once your pre-order ships, the 30-day cuddle trial above applies from the day it's delivered.
Gifts
If you bought a Huggu as a gift, the 30-day clock starts when the parcel is delivered. The recipient can email us with the order number — we'll handle the return as if they'd bought it themselves. The refund goes back to whoever paid originally.
What we can't accept
We can't accept returns where:
- The trial window has expired (more than 30 days from delivery)
- The Huggu shows clear damage from non-baby-product use (pets, drops in liquid, exposure to swimming pools, etc.). This is separate from manufacturing faults, which we always cover.
- Components are missing and weren't reported within the trial window
Your rights under Australian Consumer Law
Nothing in this policy limits or replaces your rights under the Australian Consumer Law. If your Huggu has a major fault, you have the right to choose between a refund, replacement, or repair. For minor faults, we may choose to repair or replace. These rights apply regardless of any time limits described above.
Contact
- Email: support@huggu.com.au
- Hours: Monday–Friday, 9am–5pm AEST
- Response time: Within 1–2 business days
About us
This refund policy is operated by Modern Capital Pty Ltd (ABN 69 656 171 372), trading as Huggu, based in Australia.
Huggu — designed in Australia 🌿