Refunds & Returns Policy

Thank you for shopping with us. We strive to ensure that every customer is satisfied with their purchase. If you are not completely satisfied, please review our return, exchange, and refund policy below.

1. Eligible Returns and Exchanges

  • We accept returns and exchanges in the following situations:
  • The item arrives damaged or defective.
  • The received item does not match the order.
  • The item arrives missing parts or components.
  • The received item does not match the order description.

Examples of eligible items include personal care products such as beauty tools, facial brushes, personal care accessories, makeup tools, hair accessories, and other products that arrive damaged or defective.

2. Return & Exchange Conditions

To qualify for a return or exchange, the item must:

  • Be returned within 30 days of delivery.
  • Be unused, unworn, and in its original condition.
  • Include all original packaging, accessories, manuals, and tags (if applicable).
  • Not show signs of misuse, damage caused by the customer, or excessive wear.

Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns or exchanges for:

  • Used personal care products.
  • Opened skincare or cosmetic products.
  • Products showing signs of use, alteration, or damage caused by the customer.
  • Clearance, final sale, or promotional items marked as non-returnable.

3. Return Period

Customers may request a return or exchange within 30 days from the date the order is delivered.

Requests submitted after 30 days may not be eligible for return, exchange, or refund.

4. Return Process

To initiate a return:

1.Contact our customer support team with:

 

  • Order number
  • Product name
  • Reason for return
  • Photos of the item (if damaged or defective)

2.Once approved, securely package the item in its original packaging.
3.Ship the item to the return address listed in our Contact Information section.
4.After we receive and inspect the returned item, we will notify you regarding the status of your return.

Please do not return items without prior authorization.

5. Exchange Process

To request an exchange:

Contact customer support within 30 days of delivery.
Provide your order number and details of the issue.
Once the exchange request is approved, send the item to the return address listed in our Contact Information section.
After inspection and approval, a replacement item will be shipped to you.

If the requested replacement is unavailable, a refund may be offered instead.

6. Refund Process

Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund.

If approved:

Refunds will be processed within 3–7 business days after the returned item is received and inspected.
The refund will be issued to the original payment method used for the purchase.
Depending on your bank, credit card issuer, or payment provider, it may take an additional 5–10 business days for the refund to appear in your account.

Please note that actual processing times may vary depending on your financial institution.

7. Return & Exchange Shipping Costs

Our Responsibility

We will cover return shipping costs if:

  • The item is damaged upon arrival.
  • The wrong item was shipped.
  • The item has a verified manufacturing defect.

Customer Responsibility

Customers are responsible for return shipping costs if:

  • The item is no longer wanted.
  • An incorrect item was ordered by the customer.
  • The return is requested for reasons unrelated to product quality or fulfillment errors.

Original shipping fees (if any) are generally non-refundable unless the return is due to our error.

8. Order Cancellation

Before Shipment

Orders may be canceled within 24 hours of purchase or before shipment.

If the order has not yet been processed or shipped, a full refund will be issued to the original payment method.

After Shipment

Once an order has been shipped, it can no longer be canceled.

Customers wishing to return a shipped order must follow the return and refund process outlined in this policy.

Seller-Initiated Cancellation

We reserve the right to cancel orders due to:

Incorrect or incomplete shipping information.
Inventory shortages or product unavailability.
Suspected fraudulent activity.
Payment authorization issues.

In such cases, a full refund will be issued.

9.Contact Us

If you have any questions regarding returns, exchanges, refunds, or cancellations, please contact us.

Store Name: Hugo Beauty Inc
Address: 163 Hester St, New York, NY 10013, United States
Phone: +16468310796
Email: info@hugobeautyinc.com
Opening Hours:Monday-Sunday，10 AM–6PM
time zone： (GMT-05:00) Eastern Standard Time
Response Time: We respond within 24 hours.