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Return & Exchange Policy

Hugrab Return & Exchange Policy
Last Updated: July 2026

1. General
This policy governs all return and exchange requests for products purchased through hugrab.us. By completing a purchase, you agree to the terms of this policy. Please review your order carefully before purchase.

2. Order Cancellation
2.1 Unfulfilled Orders: Cancellation requests must be submitted before the order has been dispatched from our warehouse. To request a cancellation, contact help@hugrab.us with your order number as soon as possible. We will check the real-time status of your order and assist accordingly. Please note that cancellations cannot be guaranteed even after a request is submitted, as order processing occurs in real time.
2.2 Fulfilled Orders: Once an order has been dispatched, cancellation is no longer possible. Customers may initiate a return request upon receipt in accordance with Section 3.

3. Eligibility for Returns and Exchanges

3.1 Devices
Change of mind refunds are available for unopened, factory-sealed devices within 30 days of the confirmed delivery date. The item must be returned in its original, factory-sealed packaging. Return shipping for change-of-mind returns is the customer's responsibility at a flat rate of $12.90 USD for orders originally shipped within the United States, or $19.90 USD for orders originally shipped to Canada. A 10% restocking fee will be deducted from the refund amount.

Damaged or Defective Devices: Exchanges are available within 1 year of the confirmed delivery date. Refunds are not available for defective device claims; exchanges only. Proof of the defect is required. The Company may request a video demonstrating the malfunction to verify the issue. The Company does not offer repair services for damage caused by customer misuse within the warranty period. Return shipping for confirmed damaged or defective items is covered by the Company at no cost to the customer.

3.2 Cosmetics (Excluding Devices)
Standard Returns: Returns and exchanges for cosmetic products are not accepted for hygiene reasons, even if the product is unopened and unused.

Damaged or Defective Cosmetics: Exchanges are available within 30 days of the confirmed delivery date for products that arrive damaged or defective. Customers must contact help@hugrab.us with photographic or video evidence to initiate an exchange request.

3.3 How to Submit a Return or Exchange Request

Customers may initiate a return or exchange request through either of the following methods:

Option A — Online (My Account): Log in to your account at hugrab.us, navigate to My Orders, select the relevant order, and submit a return request directly through your account page.

Option B — Email: Contact help@hugrab.us with the following information:

• Order number
• Product name and SKU
• Reason for return or exchange
• Photographic or video evidence of the issue (required for damaged or defective claims)

All requests are subject to review and must meet the eligibility criteria outlined in Sections 3.1 and 3.2. Submitting a request does not guarantee approval. The Company will respond within 2–3 business days to confirm eligibility and provide next steps.

4. Non-Eligible Returns
The following are not eligible for return or exchange regardless of product category:
(a) Requests submitted outside the applicable return or exchange window
(b) Products damaged due to customer misuse or mishandling after delivery
(c) Products returned without prior authorization from the Company
(d) Cosmetic products, except in cases of confirmed damage or defect upon delivery
(e) Items designated as final sale at the time of purchase
(f) Devices that have been opened or had their factory seal broken, for change-of-mind requests

5. Return Shipping
5.1 For exchanges of damaged or defective items, return shipping costs are covered by the Company. A prepaid return label will be issued upon approval of the request.
5.2 For change-of-mind returns of unopened devices, return shipping is the customer's responsibility at a flat rate of $12.90 USD for orders originally shipped within the United States, or $19.90 USD for orders originally shipped to Canada. A 10% restocking fee will be applied.
5.3 The Company is not responsible for return shipments lost or damaged in transit that were not arranged through the Company's prepaid label process.

6. Refund Processing
6.1 Refunds applicable under Section 3.1 (change of mind, unopened devices) are processed within 10 business days of the Company's receipt and inspection of the returned item.
6.2 Refunds are issued to the original payment method used at checkout.
6.3 A confirmation email will be sent upon completion of refund processing.
6.4 Refunds for change-of-mind returns are only valid for devices returned unopened, in original factory-sealed packaging. Items that have been opened will not be eligible for a refund and may be returned to the customer at their expense.

7. Exchanges
7.1 Customers requesting an exchange in lieu of a refund should indicate this preference when initiating a request.
7.2 Exchanges are subject to product availability at the time of the request.
7.3 Return shipping for eligible exchanges due to damage or defect is covered by the Company in accordance with Section 5.1.

8. Brand Owner Warranty
8.1 Hugrab devices carry a 1-year limited warranty against manufacturing defects from the date of delivery. Warranty support is provided by Hugrab (Needstech Co., Ltd.). For warranty claims, contact help@hugrab.us with your order number and evidence of the defect.
8.2 The warranty covers exchanges only and does not extend to damage caused by misuse, unauthorized modification, or normal wear and tear.
8.3 The Company will facilitate warranty claims on the customer's behalf upon request. Contact help@hugrab.us with your order number and evidence of the defect to initiate the process.

9. Contact
SeedLab Group LLC
📧 help@hugrab.us
Response within 2–3 business days.