SHIPPING & RETURNS POLICY
Article 1 — Purpose and Scope
1.1. This Shipping & Returns Policy governs the shipping, delivery, return, exchange, and refund procedures for products purchased through hugion.com.au.
1.2. By placing an order on hugion.com.au, the customer acknowledges and agrees to the terms set out in this Policy.
1.3. Nothing in this Policy is intended to exclude, restrict, or modify any mandatory consumer rights that may apply under applicable consumer protection laws.
Article 2 — Contact Information
2.1. For all shipping, delivery, return, exchange, or refund inquiries, customers must contact Hugion through the following email address:
Article 3 — Order Processing
3.1. Orders are processed after successful payment confirmation.
3.2. Order processing times may vary depending on product availability, order volume, public holidays, courier operations, or other circumstances beyond Hugion’s reasonable control.
3.3. The customer will receive order-related notifications by email where applicable.
3.4. Hugion reserves the right to delay, cancel, or refuse an order in cases of payment issues, incorrect pricing, stock unavailability, suspected fraud, system errors, or misuse of promotions.
Article 4 — Shipping Information
4.1. Products are shipped to the delivery address provided by the customer during checkout.
4.2. The customer is responsible for ensuring that all shipping information is accurate, complete, and up to date.
4.3. Hugion shall not be responsible for delivery delays, failed deliveries, lost parcels, or additional costs arising from incorrect, incomplete, or inaccurate shipping information provided by the customer.
4.4. If the customer notices an error in the shipping address after placing an order, the customer must contact support.hugion@gmail.com as soon as possible. Hugion will make reasonable efforts to assist, but address changes cannot be guaranteed once the order has been processed or shipped.
Article 5 — Delivery Times
5.1. Delivery times displayed on the website or provided during checkout are estimates only and do not constitute a guaranteed delivery date.
5.2. Delivery may be affected by courier delays, customs procedures, regional service limitations, public holidays, weather conditions, peak seasons, or force majeure events.
5.3. Hugion shall not be liable for delays caused by courier companies, customs authorities, third-party service providers, or circumstances outside Hugion’s reasonable control.
Article 6 — Tracking Information
6.1. Where tracking is available, tracking information may be provided to the customer after the order has been shipped.
6.2. The customer is responsible for monitoring the shipment using the tracking information provided.
6.3. If the tracking information shows that the package has been delivered but the customer has not received it, the customer must contact Hugion at support.hugion@gmail.com so that a delivery investigation may be requested where possible.
Article 7 — Lost, Delayed, or Undelivered Packages
7.1. If a package is delayed, lost, or undelivered, the customer must notify Hugion by email.
7.2. Hugion may request additional information from the customer and may contact the courier or fulfilment provider to investigate the issue.
7.3. A replacement, refund, or other remedy may be offered where appropriate, subject to investigation results and applicable consumer protection laws.
7.4. Hugion shall not be responsible for packages lost due to incorrect delivery information provided by the customer.
Article 8 — Damaged, Faulty, or Incorrect Products
8.1. If the customer receives a damaged, faulty, defective, or incorrect product, the customer must contact support.hugion@gmail.com within a reasonable period after delivery.
8.2. The customer should provide:
a) Order number;
b) Full name used on the order;
c) A description of the issue;
d) Clear photos or videos showing the product, packaging, and issue;
e) Any other information reasonably requested by Hugion.
8.3. After reviewing the claim, Hugion may offer a repair, replacement, reshipment, refund, or other appropriate remedy where required by applicable law.
Article 9 — Return Eligibility
9.1. To be eligible for a return, the product must generally be:
a) Unused;
b) Undamaged;
c) Complete with all accessories, manuals, parts, and packaging;
d) Returned in its original packaging;
e) In a condition suitable for resale.
9.2. Hugion reserves the right to refuse returns where the product has been used, damaged, altered, returned incomplete, or handled in a way that reduces its resale condition, except where the customer has mandatory legal rights.
9.3. Products returned without prior approval may not be accepted.
Article 10 — Return Request Procedure
10.1. Customers must contact support.hugion@gmail.com before returning any product.
10.2. The return request should include:
a) Order number;
b) Customer name;
c) Reason for return;
d) Photos or videos where relevant;
e) Any supporting information requested by Hugion.
10.3. Hugion will review the request and provide return instructions where the return is approved.
10.4. The customer must not send the product back without receiving return instructions from Hugion.
Article 11 — Change of Mind Returns
11.1. Change of mind returns may be accepted at Hugion’s discretion, provided that the product is unused, undamaged, complete, and returned in its original packaging.
11.2. Shipping fees for change of mind returns may be the responsibility of the customer, unless otherwise required by applicable law.
11.3. Original shipping fees may not be refundable for change of mind returns, unless required by applicable law.
Article 12 — Non-Returnable Conditions
12.1. Returns may be refused in the following cases:
a) The product has been used;
b) The product is damaged due to misuse or improper handling;
c) The product is returned with missing parts, accessories, or packaging;
d) The product has been altered, modified, or repaired without authorisation;
e) The return request is made without sufficient proof of purchase;
f) The product is not returned in accordance with Hugion’s return instructions.
12.2. This Article does not limit any rights the customer may have under applicable consumer protection laws for faulty, defective, or incorrectly supplied products.
Article 13 — Return Shipping Costs
13.1. If the return is due to a damaged, faulty, defective, or incorrect product, Hugion may cover or reimburse reasonable return shipping costs where required by applicable law.
13.2. If the return is due to change of mind, incorrect order by the customer, or any reason not caused by Hugion, the customer may be responsible for return shipping costs.
13.3. Hugion is not responsible for return packages lost in transit. Customers are advised to use a tracked shipping method when returning products.
Article 14 — Refunds
14.1. Refunds are processed only after the returned product has been received and inspected, unless otherwise required by law.
14.2. If the return is approved, the refund will be issued to the original payment method used at checkout.
14.3. Refund processing times may vary depending on the customer’s bank, payment provider, or financial institution.
14.4. Hugion shall not be responsible for delays caused by banks, payment processors, or third-party financial institutions.
Article 15 — Exchanges and Replacements
15.1. Exchanges or replacements may be offered where the product is faulty, damaged, defective, or incorrectly supplied.
15.2. Replacement availability may depend on stock levels.
15.3. If a replacement product is unavailable, Hugion may offer an alternative remedy, including a refund where appropriate.
Article 16 — Cancellations
16.1. Customers may request order cancellation by contacting support.hugion@gmail.com as soon as possible after placing an order.
16.2. Cancellation is not guaranteed once the order has been processed, packed, fulfilled, or shipped.
16.3. If the order has already been shipped, the customer may need to follow the return procedure set out in this Policy.
Article 17 — Refused or Unclaimed Deliveries
17.1. If a package is refused, unclaimed, or returned to sender due to customer-related reasons, Hugion may deduct shipping costs, return fees, or other reasonable expenses from any refund where permitted by law.
17.2. Hugion shall not be responsible for delays or losses caused by the customer’s failure to accept delivery or collect the package.
Article 18 — Proof of Purchase
18.1. Hugion may require proof of purchase before processing any return, exchange, refund, or warranty-related request.
18.2. Acceptable proof of purchase may include the order confirmation email, order number, or payment confirmation.
Article 19 — Policy Updates
19.1. Hugion reserves the right to update or amend this Shipping & Returns Policy from time to time.
19.2. The updated version shall become effective once published on hugion.com.au.
19.3. The version of this Policy published at the time of purchase shall apply to the relevant order, unless otherwise required by applicable law.
Article 20 — Contact
20.1. For all shipping, delivery, return, exchange, refund, or product-related inquiries, please contact: