Effective date: September 3, 2026

We want you to be satisfied with your ChairHug purchase. This Returns and Exchanges Policy explains the conditions and process for returning products purchased directly through chairhug.com (the “Website”).

1. Return period

You may request a return within 30 days after the product is delivered.

To request a return, contact us at info@chairhug.com before sending the product back. Please include your order number and the reason for the return.

Returns sent without prior authorization or to an address not provided in our return instructions may not be accepted.

2. Return eligibility

To qualify for a return, the product must:

• Be unused, unwashed and in its original condition;
• Be free from stains, odours, hair, damage and signs of wear;
• Include its original packaging, where reasonably possible; and
• Be returned in accordance with the instructions provided by ChairHug.

We may decline a return or reduce the refund where permitted by law if the returned product does not meet these conditions.

3. Products that cannot be returned

Unless otherwise required by law, the following products are not eligible for return:

• Products marked “final sale” before purchase;
• Products that have been used, washed, altered or damaged after delivery;
• Products returned more than 30 days after delivery without prior approval; and
• Products purchased through a third-party marketplace or retailer.

Purchases made through Amazon or another third-party marketplace or retailer are subject to that seller’s applicable return and refund policies.

4. Return shipping

If you are returning an eligible product because you changed your mind, ordered the wrong product or no longer want it, you are responsible for the return-shipping costs.

Original shipping charges are non-refundable unless the return results from a ChairHug error, a defective product or a product damaged before or during delivery.

We recommend using a trackable shipping service and retaining your shipping receipt. ChairHug is not responsible for a return package that is lost or damaged before it is delivered to us.

5. Incorrect, defective or damaged products

Please contact us promptly if you receive an incorrect, defective or damaged product. Include your order number, a description of the problem and, where reasonably requested, photographs showing the product and its packaging.

If we confirm that the product was incorrect, defective or damaged before or during delivery, ChairHug will provide an appropriate remedy, which may include a replacement, refund or other remedy required by applicable law. ChairHug will also cover reasonable return-shipping costs when we require the affected product to be returned.

6. Refunds

We will inspect the returned product after receiving it and notify you whether the return has been approved.

Approved refunds will be issued to the original payment method. Please allow up to 10 business days after approval for ChairHug to process the refund. Your bank or payment provider may require additional time to post the refund to your account.

Unless otherwise required by law, expedited-shipping charges, original shipping charges and return-shipping costs are not refundable for change-of-mind returns.

Import duties, tariffs, customs charges, brokerage fees and similar charges collected by a government authority, carrier or third party cannot be refunded by ChairHug. You may need to contact the authority or third party that collected the charge to determine whether a refund is available.

7. Exchanges

We do not process direct product exchanges.

If you would like a different product, colour or size, you may return the original product in accordance with this Policy and place a new order through the Website. The new order is subject to current pricing, availability and shipping charges.

8. Refused or undeliverable packages

If an order is returned to ChairHug because the customer refused delivery or provided an incorrect or incomplete delivery address, any refund may be reduced by the original shipping cost, return-shipping cost and other charges incurred by ChairHug, where permitted by law.

This does not apply where delivery was refused because the package was visibly damaged or where the return resulted from a ChairHug error.

9. Bulk orders