Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

We offer free returns on eligibly marked items — those with the free returns icon. Meaning that we’ll always cover the cost of return shipping.

Since each item is made to order, we refund the full purchase price in the form of a store e-gift card.

To be eligible for a return, your item must be:

  • Unworn, unused, and in original condition

  • With original tags and packaging

  • Accompanied by a receipt or proof of purchase

To start a return, contact us at contact@cactus-hug.com. If your return is approved, we’ll send you a prepaid return label along with instructions on how and where to send your package. Items sent back without first requesting a return will not be accepted.

Return address:
3555 E Canyon Winds Lane
Gate Code: 36000
Holladay, UT 84121

If your item arrives damaged or incorrect, we’ll make it right.

For any return questions, you can always reach us at contact@cactus-hug.com.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns on gift cards. We do not accept returns on items marked "final sale" or "clearance." Please get in touch if you have questions or concerns about your specific item. 


Exchanges
The fastest way to ensure you get what you want is to return the item you have per the process above, and once the return is accepted, make a separate purchase for the new item using any e-credit gift cards if applicable.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll receive a digital e-credit gift card totaling the amount paid for the returned product via email.
If more than 15 business days have passed since we’ve approved your return, please contact us at contact@cactus-hug.com.