If you would like to return an item purchased via our online store, please email us at info@hugsfactory.com.au The freight cost for change of mind returns is at the customer's expense.

Please note, we do not accept a change of mind refunds or exchanges on sheet sets, blankets and pillow cases due to hygiene reasons, and we do not accept refunds or credit notes for change of mind on sale items.

You can return item(s) purchased via our site for a full refund of the purchased price (excluding postage) within 7 days of receiving your original order provided it meets our Terms & Conditions for returns. 

The goods are your responsibility until they reach our office at 1014 High St, Armadale, Vic Australia 3143. Ensure it’s packed securely or using a postal service that insures you for the value of the items you are posting. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you.

It can take up to 7 business days for your return to arrive at our office, undergo a quality check and have your refund processed. Once your item has been received and refunded you will receive an email notification once this has been done (Please allow 1-5 days for your refund to appear in your account).

If you would like to exchange an item, please contact us so we can arrange this for you. Hugs Factory will gladly offer an exchange for your item within 7 days of receiving your original order providing it meets our returns Terms & Conditions.

Items can only be exchanged in the same style, for a different colour or size. Items cannot be exchanged for other products. 

If the item you are after has been sold out, we will gladly refund you the cost of the product providing it meets our terms Terms & Conditions.

Please note:

There is no change of mind exchange on sheet sets, blankets and pillow cases due to hygiene reasons

If any item is deemed to be faulty, you are entitled to a refund, repair or exchange provided you present proof of purchase. Hugs Factory will also refund the postage costs for any item deemed faulty, provided you authorise your return with a team member at Hugs Factory.