Politique de remboursement
Return and Refund Policy
Thank you for choosing HugTheGrump. We want you to love your heated cape, and we stand behind every order. Because this is a heated electronic garment with a built in heating element and a temperature controller, worn directly against the body, we are unable to accept returns or refunds for change of mind or preference once an order has been placed and processed. We know that is not always the answer people hope for, so we have made sure you are fully protected if something is actually wrong with your item.
When we cannot offer a refund or return
- You changed your mind after ordering
- The product did not match a personal preference or expectation
- You expected the cape to run hotter or to heat instantly. Our capes deliver gentle, even warmth with built in overheating protection, so they warm gradually and cap at a safe temperature by design
- The item was set up or used incorrectly, or was not connected to a compatible power source
- The wrong variant or quantity was selected at checkout
- Normal wear from regular use over time
Damaged or defective products
In the rare event that your cape arrives damaged or defective, for example a heating element that will not warm, an unresponsive controller, torn fabric on arrival, or a missing component that makes the product unusable, contact our support team within 30 days of delivery. If our team confirms the product is genuinely damaged or defective, we will offer a replacement or a refund.
Please note:
- Gentle, gradual warmth rather than instant or extreme heat is by design and is not considered a defect
- Any cape that powers on and heats normally is considered operational and is not eligible for return or refund
- Claims must include clear photos or video of the issue, along with your order number
- Claims submitted more than 30 days after delivery will not be considered
Order cancellations
If you wish to cancel your order, contact us as soon as possible after placing it. We process and ship orders quickly, so we can only cancel orders that have not yet entered fulfillment. Once an order has been processed or shipped, it can no longer be cancelled. Please double check your variant, quantity and shipping address before completing your purchase.
Incorrect or undeliverable addresses
It is the customer’s responsibility to provide a complete and accurate shipping address at checkout. We are not responsible for orders delayed, lost or returned because of an incorrect or incomplete address. Reshipment of a returned package may require an additional shipping fee.
Lost packages
If your tracking stops moving for 30 days, contact us and we will reship your order or refund it.
Changes to this policy
We may update or modify this policy at any time. Any changes will be posted on this page with an updated effective date. Continued use of our website and placement of orders constitutes acceptance of any changes.
Contact us
To submit a claim or ask a question about this policy, email our support team at HugTheGrumpHeated@outlook.com. Claims must be submitted within 30 days of delivery and include your order number and supporting photos or video.