Refunds & Returns Policy

At Hugo Knives™, your satisfaction is our top priority.
We want every customer to feel confident when shopping with us.
If you’re not completely satisfied with your purchase, please review our return and refund policy below.

🕒 Return & Refund Window

You have 30 days from the date of delivery to request a return or refund.
After 30 days, unfortunately, we cannot offer a full refund or exchange.

📦 Return Eligibility

To qualify for a return:

• The item must be unused and in the same condition as received.
• It must include the original packaging (boxes, protective covers, labels).
• You must provide proof of purchase (order confirmation or receipt).

❗ Please do not send your item back to the manufacturer.

🚫 Non-Returnable Items

Some items cannot be returned or refunded, including:

• Used kitchen knives or products that show signs of wear Due to hygiene and safety reasons.
• Customized or personalized items
• Clearance or sale items
• Gift cards

Please review your order carefully before completing your purchase.

💳 Refund Process

Once we receive and inspect your return, we will notify you via email regarding the approval or rejection of your refund.

If approved:

• Your refund will be processed automatically
• A credit will be applied to your original payment method within a few business days

⏱ Late or Missing Refunds

If you haven’t received your refund yet:

• Recheck your bank account
• Contact your credit card company (processing may take time)
• Contact your bank (delays can occur)

If you’ve completed all steps and still haven’t received your refund, please contact us at:
📧 contact@hugoknives.com

🚫 Order Cancellations

Orders can be canceled or modified within 12 hours of purchase, as long as they haven’t been shipped.
Once your order has been dispatched, cancellation is no longer possible.

📦 Damaged or Incorrect Items

In such cases, we will cover the replacement or return shipping costs when applicable.

If you receive a damaged, defective, or incorrect item, please contact us immediately.
We may request photos of the issue to resolve it faster.

🔄 Exchanges

We replace items only if they are:

• Defective
• Damaged
• Incorrect

To request an exchange:

• Email us at contact@hugoknives.com
• Include your order number and photos (if necessary)

Return address:

🏢 Demar House, 14 Church Road, East Wittering, Chichester, West Sussex, England, PO20 8PS

🕘 Customer support is available 24/7

📬 Return Shipping

• Customers are responsible for return shipping costs
  
• Original shipping fees are non-refundable.

For valuable items, we recommend using a trackable shipping service or purchasing shipping insurance.
We cannot guarantee that we will receive your returned item.

🚚 Delivery Issues

If your order has not arrived within the estimated delivery timeframe (30 days), you may contact us to request a replacement or refund.

This request must be submitted within 30 days after the estimated delivery deadline.

❓ Need Help?

Our support team is always ready to assist you.

📧 contact@hugoknives.com
🏢Demar House, 14 Church Road, East Wittering, Chichester, West Sussex, England, PO20 8PS