Refund policy
At Hugs Across The Cosmos, your happiness is important to us, and we want you to shop with confidence.
We take great care when selecting, packing and sending your order. However, if something isn't quite right, please contact us so we can help.
14-Day Returns
If you change your mind or are not completely satisfied with your purchase, most eligible products purchased from Hugs Across The Cosmos may be returned within 14 days of receiving your order.
Please contact us before returning an item so that we can provide return instructions and help find the quickest and easiest solution.
For a change-of-mind return, the item must generally be:
- Unused, unworn and in its original condition;
- Returned with its original packaging where applicable; and
- Suitable for resale.
Unless an item is faulty, damaged, incorrectly described or supplied incorrectly, the cost of return postage is the responsibility of the customer.
Original shipping charges are generally not refundable for change-of-mind returns.
Faulty, Damaged or Incorrect Items
If your order arrives damaged, faulty, incorrectly described or you receive an item different from what you ordered, please contact us as soon as reasonably possible.
For damaged items, we may ask you to provide photographs of the product and packaging where practical. This helps us understand what has happened and resolve the matter promptly.
Depending on the circumstances and your rights under Australian Consumer Law, an appropriate remedy may include:
- A replacement product;
- A full or partial refund;
- A repair, where appropriate; or
- Another remedy agreed with you.
Where we are responsible for the problem, we will not require you to bear return costs where Australian Consumer Law requires us to cover them.
Natural Products
Many of the beautiful crystals, gemstones and other natural products sold by Hugs Across The Cosmos are created by nature and are therefore unique.
Natural variations in colour, pattern, size, shape, inclusions, markings and texture are to be expected and are part of the individual character of these products. Such natural variations are not ordinarily considered faults.
Where a listing identifies an item as an Exact Piece, you will receive the individual piece shown or otherwise identified in that product listing.
Products That Cannot Generally Be Returned for Change of Mind
For hygiene, safety or practical reasons, some products may not be eligible for change-of-mind returns once opened, used or unsealed.
This may include personal-use products, oils, incense, opened consumable products, customised or personalised products, and digital products or downloads once supplied or accessed.
This exclusion applies only to change-of-mind returns and does not remove any rights you may have if a product is faulty or otherwise fails to meet a consumer guarantee under Australian Consumer Law.
Refunds
Once an eligible return has been received and assessed, we will let you know the outcome.
Approved refunds will generally be returned to the original payment method. Processing times after a refund has been issued may vary depending on your bank, card provider or payment service.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
Nothing in this Returns & Refunds Policy is intended to exclude, restrict or modify any consumer guarantee, right or remedy available to you under Australian Consumer Law.
The voluntary 14-day change-of-mind policy offered by Hugs Across The Cosmos is provided in addition to your rights under Australian Consumer Law.
Before Returning an Item
Please contact Hugs Across The Cosmos before sending a return.
This allows us to confirm the appropriate return process and ensure your return can be handled as quickly as possible.
Please do not send an item back without contacting us first.
Hugs Across The Cosmos
Australia
Last updated: October 2026