Refund policy

Last Updated: October 16, 2026

At CrawlHug, we believe that shopping for comfort should be a simple and enjoyable experience. Your satisfaction is important to us, and we are committed to providing a fair, transparent, and convenient return and refund process.

We offer a 30-day return and refund policy with free returns for eligible purchases made through our official website, https://crawlhug.rest.

Please review the following information to understand how returns, exchanges, and refunds are handled.

1. 30-Day Return Policy

Customers may request a return within 30 calendar days of receiving their order.

To be eligible for a standard return:

• The return request must be submitted within 30 days of delivery.

• The item must be unused, unworn, and in its original condition.

• The item must be free from stains, odors, damage, or signs of excessive handling.

• Original packaging, product tags, and included accessories should be returned where applicable.

• Proof of purchase, such as an order number or order confirmation email, must be provided.

We reserve the right to inspect returned merchandise before approving a refund, subject to applicable consumer protection laws.

2. Free Returns

CrawlHug offers free returns for eligible orders within the 30-day return period.

Customers are not required to pay return shipping costs for approved returns processed according to our return instructions.

Where a return shipment is required, our customer support team will provide an appropriate prepaid return label or another no-cost return method.

Please do not send merchandise to our business address without receiving return instructions from our support team.

3. How to Request a Return

To initiate a return, please contact our customer support team:

Email: support@crawlhug.rest

Include the following information:

• Your full name

• Your order number

• The email address used when placing the order

• The product you wish to return

• A brief explanation of your return request

• Photographs, if the product arrived damaged, defective, or incorrect

Our team will review your request and provide instructions for completing the return.

4. Refund Eligibility

Once your return has been received and inspected, we will notify you whether your refund has been approved.

Approved refunds will be issued to the original payment method used at checkout.

Refunds cover the amount paid for the approved returned product, including applicable taxes. Any shipping charges that must be refunded under applicable law will also be included.

Because CrawlHug offers free standard worldwide shipping, customers do not incur standard outbound shipping charges on eligible orders.

5. Refund Processing Time

Once a refund has been approved, we will initiate the refund within 5 business days.

Depending on your bank, credit card provider, or payment service, additional processing time may be required before the funds appear in your account.

If you have not received an approved refund after 10 business days, please contact support@crawlhug.rest so we can assist you.

6. Damaged, Defective, or Incorrect Items

We take care to provide customers with products that match their orders.

If you receive an item that is damaged, defective, or different from what you ordered, please contact us as soon as reasonably possible after delivery.

Provide your order number, a description of the issue, and photographs when available.

After reviewing the issue, we may offer:

• A replacement at no additional cost

• A refund to your original payment method

• Another appropriate solution agreed upon with you

Customers will not be charged return shipping fees for confirmed damaged, defective, or incorrectly supplied products.

Nothing in this policy limits your statutory rights or remedies.

7. Exchanges

If you would like a different color, size, or product, please contact our customer support team.

Exchanges are subject to product availability.

If a direct exchange is unavailable, we may recommend returning the eligible item for a refund and placing a new order.

8. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible at support@crawlhug.rest.

We will attempt to accommodate cancellation requests before an order has been dispatched.

Once an order has entered the shipping process, cancellation may no longer be possible. You may still request a return after delivery in accordance with this policy.

9. Non-Returnable Items

For hygiene, safety, and product protection reasons, certain items may be excluded from voluntary returns where clearly identified before purchase and permitted by applicable law.

Examples may include:

• Personalized or custom-made products

• Gift cards

• Products that cannot safely be resold due to their condition

• Items damaged through misuse or improper care

These exclusions do not affect your rights regarding defective, damaged, misdescribed, or otherwise nonconforming goods.

10. Lost or Missing Packages

If your tracking information indicates that your order has been delivered but you have not received it, please contact us.

We will review the available shipping information and work with the delivery provider to investigate.

Where an order is confirmed lost in transit, we will offer an appropriate resolution, which may include a replacement or refund.

11. International Returns

Our 30-day free return policy applies to eligible orders placed through our official website, including international orders.

International customers should contact our support team before returning an item so that we can provide the correct return instructions.

Customers should not independently purchase international return postage unless specifically instructed to do so by CrawlHug.

12. Consumer Rights

This policy is intended to supplement, not replace, any mandatory consumer rights available under applicable law.

Where local consumer protection laws provide additional rights or remedies, those legal protections will apply.

13. Contact Us

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

CrawlHug

Website: https://crawlhug.rest

Email: support@crawlhug.rest

Phone: +1 (631) 764-2120

Business Address: 1020 W Lawrence Ave, Chicago, IL 60640, United States

CrawlHug – Wrap Yourself in Comfort.