HugGooling
Refund & Returns Policy
Last updated: June 2025 | Applies to all purchases at huggooling.com
This Refund and Returns Policy is written in compliance with the Australian Consumer Law (ACL), Schedule 2 of the Competition and Consumer Act 2010 (Cth). Your statutory rights are not excluded or limited by this policy.
For an overview of your rights, visit: accc.gov.au/consumers/buying-products-and-services/consumer-rights-and-guarantees.
1. Your Rights Under Australian Consumer Law
Under the ACL, all products sold by HugGooling come with consumer guarantees. These guarantees cannot be excluded, restricted, or modified by any store policy. You are entitled to a remedy if a product:
• Is not of acceptable quality (e.g. faulty, unsafe, or unacceptably poor in appearance or finish);
• Does not match its description or any sample shown;
• Is not fit for the purpose we stated or that you made known to us before purchase;
• Does not arrive (i.e. lost in transit with no resolution from the courier).
For a major failure, you may choose a refund, replacement, or compensation. For a minor failure, we may choose to repair or replace the item first. These rights have no set expiry date.
Source: ACCC Consumer Rights & Guarantees.
2. No Change-of-Mind Refunds
We do not offer refunds or exchanges for change-of-mind purchases. Under the ACL, retailers are not required to provide a remedy where a customer simply changes their mind, ordered the wrong item, or no longer wants a product.
Source: ACCC — Repair, Replace, Refund.
3. All Sales Are Final
Once an order is placed and payment is confirmed, the sale is considered final. This applies to:
• Orders placed before estimated dispatch dates;
• Orders where the product is in production or transit;
• Change-of-mind, personal preference, or circumstance changes on the customer's end.
Note: This policy does not override your rights under the ACL. If a product is faulty, not as described, or fails to arrive, you remain entitled to a remedy regardless of this clause.
4. Production & Pre-Dispatch Orders
Where your order is placed before a product has been dispatched (i.e. during a pre-production or batch period), the following applies:
• Estimated dispatch dates are provided in good faith. Delays due to manufacturing, shipping, customs, or other factors outside our control do not automatically entitle a customer to a refund once the product has entered production.
• If we are unable to fulfil your order entirely (e.g. due to production failure or stock loss), we will contact you and offer a full refund.
• If a dispatch date is significantly exceeded without reasonable communication from us, please contact huggooling@gmail.com and we will work to resolve the matter.
5. Faulty or Damaged Products
If your product arrives faulty, damaged, or significantly different from what was described, please contact us within 30 days of receipt at huggooling@gmail.com with:
• Your order number;
• A description of the issue;
• Photos of the product and packaging.
We will assess your claim and provide a remedy in line with the ACL — which may include a replacement, repair, or refund depending on the nature and severity of the issue.
6. Non-Transferable Tickets & Perks
Where promotional perks (e.g. complimentary covers, discount codes) are attached to an order, these are non-transferable and have no cash value. They cannot be exchanged for a refund.
7. How to Request a Remedy
To raise a concern or request a remedy, contact us at:
Email: huggooling@gmail.com
We aim to respond within 2 business days. We take all claims seriously and will always work to resolve issues fairly and in line with our legal obligations.
8. Disputes
If you are not satisfied with our resolution, you may contact your state or territory consumer protection agency, or lodge a complaint with the ACCC.
ACCC complaint portal: accc.gov.au/consumers/consumer-rights-and-complaints/make-a-complaint.
