Refund policy
Refund, returns and warranty policy for Hugo Strong products
This policy applies exclusively to purchases made on hugostrong.com.
Below you will find information regarding our sales, return, refund, and warranty conditions for Hugo Strong products sold online. If an item does not fully meet your expectations, returns are accepted within 15 days of receipt, subject to the conditions outlined below.
Items must be returned to our Hugo Strong – WEB warehouse via Canada Post or Purolator, at your expense.
Legal notice / Terms of sale
If the products purchased from Hugo Strong do not fully meet your expectations, returns are accepted within 15 days of receipt, provided that all of the following conditions are met:
- The item has not been worn
- It is still in its original box
- You have the invoice or transaction receipt. If a return does not comply with these conditions, the product may be sent back to you and shipping fees may be charged.
How to make a return (Canada Post or Purolator)
Defective merchandise: If your item is defective, please contact us immediately at support@hugostrong.com.
Standard return: The merchandise must be properly packaged to ensure protection during shipping. We recommend purchasing insurance in case of loss during transit. Please write your order number clearly on the package.
Return process steps
- Carefully package your item
- Include your invoice or proof of purchase
- Write your order number on the package
- Ship your return to the address below
- Keep your shipping receipt
- Receive your refund using the original method of payment
Once we receive your package, your refund will be processed within an average of 5 to 10 business days. A confirmation will be sent once processing is complete.
Return address
Hugo Strong – WEB
Returns Department
100, 12th Avenue
Deschaillons-sur-St-Laurent, QC
G0S 1G0
Important:
a) Purchases made in-store must be handled directly in-store.
b) If you are not fully satisfied with your online purchase, Hugo Strong is committed to applying this refund policy.
Warranty
All items provided by Hugo Strong are new and free from defects. They are covered by a 30-day warranty from the date of purchase against manufacturing defects, provided the products have been used under normal conditions. Depending on the situation, a replacement or refund will be offered.
Return policy
At Hugo Strong, we want every customer to be completely satisfied. Returns are accepted within 15 days of receipt for items that have not been worn, washed, or damaged.
Products must be returned in new condition only
We offer high-quality products that are new and in perfect condition. Any returned item must be resalable:
- The item must be clean, with no odors or pet hair
- Tags must still be attached
- Packaging must be intact prior to inspection by our team
The final assessment of the product’s condition remains at the discretion of Hugo Strong.
Non-returnable items
- Worn items
- Washed items
- Damaged items
- Clearance items or items discounted at 50% or more
Shipping responsibility
Hugo Strong is not responsible for packages lost, damaged, or delayed during return shipping. We recommend keeping your proof of shipment until your refund is confirmed.
Refund processing time
Once your package is received at our warehouse, return processing takes an average of 10 business days. This timeframe may be extended during sales periods or times of high volume. This delay does not include outbound or return shipping time.
Shipping method
Most orders are shipped via Purolator. Depending on your region, delivery may be handled by Canada Post. Additional fees may apply depending on the carrier and delivery address.
Questions?
If you have any questions, feel free to contact us at: support@hugostrong.com