Refund Policy

At FlyHugz, we are dedicated to ensuring your complete satisfaction with your purchase. If you are not entirely satisfied, you may return your item under the conditions outlined below.

Return Eligibility:

1. The product must be in its original, unused condition.
2. The product must be returned in its original packaging, with all tags and labels attached.
3. The return request must be made within 60 days of the delivery date.

Return Process:

1. Contact our customer service team at Support@FlyHugz.com to request a return.
2. Clearly state the reason for the return at the time of your request. Please note that the reason provided will be reviewed and cannot be changed once submitted.
3. Once your return request is approved, you will receive detailed instructions on how to proceed with the return.
4. Pack the product securely in its original packaging.
5. Ship the product to the address provided by our customer service team. Customers are responsible for return shipping costs.

Upon Receipt and Inspection:

1. If the product is in its original condition, we will process your refund within 30 days.
2. The refund will be issued to the original payment method. Please note that it may take additional time for the refund to appear in your account, depending on your financial institution.

Frequently Asked Questions:

1. Can I return a used neck pillow?
No, we do not accept returns of neck pillows that have been used or show signs of wear. For hygiene reasons, all returned items must be in their original, unused condition with all tags and packaging intact.

2. Can I return a neck pillow if it was delivered within the specified delivery time frame?
No, we do not accept returns for items that were delivered within our specified delivery time frame of 7 to 14 business days from the date of order confirmation.

3. Can I return a neck pillow because I changed my mind after using it?
No, returns due to a change of mind are only accepted if the neck pillow is in its original, unused condition. Once a neck pillow has been used, it cannot be returned.

4. Can I return a neck pillow if I received it as a gift?
Yes, you can return a gifted neck pillow as long as it meets our return criteria: it must be in its original, unused condition and returned within 60 days of the delivery date. Please ensure you have the order number or gift receipt.

5. Can I return a neck pillow that has a defect?
Yes, if you receive a defective neck pillow, please contact our customer service team immediately. We will arrange for a replacement or a refund. Please provide photos and a detailed description of the defect.

6. What if I accidentally ordered more pillows than I needed?
We understand that mistakes can happen when placing orders. However, as a small company, we are unable to accept returns for accidental over-ordering due to the costs associated with shipping and handling. Please double-check your order before completing your purchase to ensure you are ordering the correct quantity.

Important Notice:

Items sent back to us without first requesting a return will not be accepted.

If you have any further questions regarding our return and refund policy, please contact us at Support@FlyHugz.com.

Please send all approved returns to the following address:
310 Cornell Dr, Ste B4, Wilmington, DE, 19801, United States.

Return Method:
Your option to send us your return: 

• By Mail
  
  

How Can You Get Your Return Shipping Label?

Defective Product:

• Download and Print

Customer Remorse:

• Customer responsibility

 

• No restocking fee: USD 0.00
• No damage fee: USD 0.00

 

The product conditions that you allow for returns: 

New

 

OUR FEES FOR RETURN OR REFUND
Damages and issues (Defective Products)
Please inspect your order upon reception and contact us immediately if the item is defective or damaged or if you receive the wrong item so that we can evaluate the issue and make it right. For Our Defective products, return is full free shipping. 

• Shipping fee is USD 0.00 
• Re-stocking fee is USD 0.00

For your responsibility (Customer Remorse)
Please inspect your order upon reception and contact us immediately if the item that you purchase by mistake doesn’t need any more or if the wrong products are so that we can evaluate the issue and make it right. For your remorse products, you have to bear a certain amount for return shipping. You will bear the Actual cost of return shipping. The Re-stocking fee is USD 0.00

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded to your original payment method within 7 business days. Please remember, that it can take some time for your bank or credit card company to process and post the refund too.
If more than 7 business days have passed since we approved your return, please contact us at Support@FlyHugz.com.

Order Cancellation Policy
If the order is canceled because of unavailability or any other reason, we will refund the full amount to the bank card.

 

Contact Us:

Address: 443 Broadway, New York, New York 10013, United States

E-mail: Support@FlyHugz.com

Phone: +1 (938) 902-3331

Working Hours: Monday-Friday: 8am–6pm