Refund policy

At Hugo Apothecary, we want you to be completely satisfied with your natural products. However, if you need to return an item, our policy is valid for 14 days from the date of purchase or delivery. If 14 days have passed, unfortunately, we cannot offer you a full refund or exchange.

Conditions for Return

To be eligible for a return, your item must meet the following criteria:

  • Unused and in the same condition that you received it.
  • In the original packaging.

Hygiene & Safety Exceptions

Please note: Due to the nature of our products (apothecary, skincare, and natural remedies), we cannot accept returns on items that have been opened or used for health and safety reasons. The only exception is if the product is found to be defective.

Defective or Damaged Items

We only replace items if they are defective or damaged. If your order arrives broken or not as ordered, please notify us immediately (within 7 days of receipt) so we can arrange a solution.

Shipping Costs

  • Change of Mind: You will be responsible for paying the shipping costs for returning your item if you simply change your mind. Shipping costs are non-refundable.
  • Defects/Errors: If the return is due to a defect, damage in transit, or an error on our part, Hugo Apothecary will cover the necessary collection and replacement shipping costs.

How to Process a Return

  1. Contact Us: Please email info@hugoapothecary.com or call +27 (0) 22 723 0569.
  2. Provide Details: We require a receipt or proof of purchase. If the item is damaged, please include a photo in your email.
  3. Inspection: Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

Refunds

If your return is approved, your refund will be processed. We will contact you to confirm the preferred method for returning the funds (usually via the original payment method or EFT).

Late or Missing Refunds If you haven’t received a refund yet:

  • Check your bank account again.
  • Contact your credit card company or bank; there is often some processing time before a refund is officially posted.
  • If you’ve done all of this and still have not received your refund yet, please contact us at info@hugoapothecary.com.