Return & Refund Policy

We have a 90-day return policy, which means you have 90 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it — unused, with original tags and packaging. You'll also need your receipt or proof of purchase.

To start a return, contact us at info@woolleyhug.com. Returns must be sent to our UK warehouse.

Please write your order number clearly on the outside of the parcel. Items sent back without first requesting a return will not be accepted.

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Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or incorrect, so we can evaluate the issue and make it right.

If your device is switching off shortly after starting, this is most commonly caused by an incompatible power adaptor rather than a product fault. Please try a USB-C laptop charger or a modern high-output adaptor before requesting a return. Note that the device is designed to run from mains power and does not have a built-in battery — it must remain plugged in during use.

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Exceptions / non-returnable items

We cannot accept returns on sale items or gift cards.

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Exchanges

The fastest way to get the item you want is to return your current item and, once the return is accepted, place a new order.

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European Union — 14-day cooling-off period

If your order is being shipped into the European Union, you have the right to cancel or return within 14 days, for any reason, provided the item is in its original unused condition with proof of purchase.

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Refunds

We will notify you once we've received and inspected your return. If approved, you'll be refunded to your original payment method within 10 business days. Please allow extra time for your bank to process the payment.

If more than 15 business days have passed since your refund was approved, contact us at info@woolleyhug.com.