Refund policy

Returns & Refunds – We’ve Got You!

We really hope you love your new purchase as much as we do! But if something’s not quite right, no worries — we’re here to help.

You have 14 days from the day your order arrives to request a return. Once approved, you’ll then have another 14 days to send the item back to us.

Thoughtful Shopping = Happy Planet 🌍

Returns aren’t just a hassle, they have an environmental footprint too! That’s why we ask you to cover the cost of return shipping. (we want to highlight this so there are no surprises later!)

We encourage you to shop with intention, please double-check our size charts and think carefully before you buy (Size Charts are located with the product description).

Buying just to “try on for the ‘Gram,” or “see if it looks good in person” before returning? Not cool, and honestly not great for the planet. We’d love it if you avoided that, your future self (and the environment) will thank you! 

Need sizing help or more info? Reach out anytime — we’re happy to help you pick the perfect fit.

Can’t Find a Size Chart?

No problem! Just give us a shout and we’ll happily send one your way.

Gift Shopping? 🎁

Not sure about size or preferences? Our gift cards make the perfect present,  letting your loved ones choose exactly what they want.

Eligible Returns – What You Need to Know

To keep things fair and simple, your item must be returned in the same condition you received it — that means:

  • Unworn and unused

  • Tags still attached

  • In its original packaging

How to Request a Return (It’s Easy!)

If you created an account at checkout:

The easiest way to start your return is through your account dashboard:
👉 https://account.positivehug.co

Just log in, find your order, and submit your return request. No emails needed!

Checked out as a guest?

No worries — just email us at contact@positivehug.co with:

  • Your order number

  • The email address you used to place the order

  • Which item(s) you’d like to return

We’ll take it from there.

Once Your Return is Approved

We’ll send you a return shipping label and easy instructions on how to send your item back.

Important: Don’t send anything back without first getting approval — unapproved returns won’t be accepted (and we’d hate for your parcel to get lost in the void).

Return Shipping Costs – Let’s Be Clear!

Since we care about the planet (and your wallet), you’ll need to cover the cost of return postage including and customs fees/ Taxes. This keeps returns fair for everyone and encourages mindful shopping. 

We recommend using a tracked shipping service and keeping the proof of postage because nobody likes a missing package.

Damaged? We’ll Make It Right!

Please check your order as soon as it arrives. If something’s faulty, damaged contact us right away at contact@positivehug.co so we can fix it for you. Please also provide clear photo's showing the issue. 

We use a 3rd party to make our products on a made to order basis.  They allow 30 days from the delivery date to report issues to them with photo's attached, so to ensure deadlines are met and we can serve you in the best possible way it's important to let us know right away.

Items We Can’t Accept Back

Some things just can’t be returned, including:

  • Custom or personalized items

  • Personal care products (beauty items, etc.)

  • Sale items and gift cards

Got questions about your item? Just ask!

Exchanges? 

We don’t offer direct exchanges, but it’s still easy: return what you have (once approved) and place a new order for what you want instead.

This way, you won’t miss out if stock is limited!

European Union 14-Day Cooling Off Period

If you’re in the EU, you have the right to cancel or return your order within 14 days, for any reason and no explanation needed.

Just make sure your item is in the same condition you received it — unworn, unused, with tags, and in the original packaging — and follow the same return process and terms as above.

Refunds – What to Expect

Once we get your return and check it out, we’ll let you know if your refund’s approved. If it is, you’ll get your money back on your original payment method within 10 business days.

Heads up: banks and credit card companies sometimes take a few extra days to post the refund — so keep an eye on your account.