Return & Refund Policy

Last updated: July 17, 2026

At DreamHug, we want every customer to feel confident when placing an order. If you are not fully satisfied with your purchase, you may request a free return or refund within 30 days of receiving your order, subject to the terms below.

1.1 Return Period

You have 30 days from the confirmed delivery date to request a return.

To begin the return process, contact us at:

Email: support@dreamhug.store

Please include:

• Your full name
• Your order number
• The product you wish to return
• The reason for the return
• Photographs when the item is damaged, defective, or incorrect

Return requests submitted after the 30-day period may not be accepted.

1.2 Return Eligibility

To qualify for a return, the product should be:

• In its original condition
• Unused, unwashed, and unaltered
• Free from stains, odors, pet hair, or customer-caused damage
• Returned with its original packaging and accessories, when reasonably possible
• Accompanied by valid proof of purchase

Customers may carefully inspect a product after delivery. However, products that show clear signs of extended use, washing, alteration, or improper care may not qualify for a full refund.

1.3 Free Returns

DreamHug provides free returns for eligible products requested within the 30-day return period.

You must contact our support team before sending a return. We will provide the correct return address and return instructions. Products returned without authorization may be delayed, refused, or sent to an incorrect location.

Do not send returns directly to the address printed on the original shipping package unless our support team specifically instructs you to do so.

1.4 Damaged, Defective, or Incorrect Products

Please inspect your order shortly after delivery.

If your product arrives damaged, defective, incomplete, or different from what you ordered, contact us as soon as possible. Include clear photographs of:

• The product
• The packaging
• The shipping label
• The damaged or incorrect area

After reviewing the information, we may offer a replacement, reshipment, partial refund, or full refund depending on the circumstances.

Customers will not be charged return shipping costs for confirmed damaged, defective, or incorrect products.

1.5 Refunds

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

Approved refunds will be issued to the original payment method. Processing times depend on your bank, card provider, or payment service. It may take approximately 5–10 business days for the refunded amount to appear in your account after it has been issued.

Original shipping charges are not deducted because DreamHug provides free standard worldwide shipping.

1.6 Order Cancellations

You may request an order cancellation by contacting us as soon as possible after placing your order.

We will make every reasonable effort to cancel the order before it is processed or shipped. However, cancellation cannot be guaranteed once fulfillment has begun.

If the order has already been shipped, you may request a return after receiving it.

1.7 Exchanges

Depending on product availability, we may offer an exchange for a different size, design, or product.

In some cases, the fastest way to receive another item is to return the original product for a refund and place a new order separately.

1.8 Non-Returnable Products

A return may be refused when:

• The request is submitted more than 30 days after delivery
• The product has been washed, altered, or heavily used
• The product was damaged through misuse or improper care
• The product is returned without proof of purchase
• The returned package contains a different product
• There is evidence of fraudulent or abusive return activity

Nothing in this policy limits any mandatory consumer rights available under applicable law.

1.9 Contact

For questions about returns or refunds, contact:

DreamHug
Email: support@dreamhug.store
Phone: (289) 555-0136
Address: 1389 Rue de l'Estérel, Québec, QC G3J 1W4, Canada