Return & Refund Policy

Last Updated: October 28, 2026

At HUGO RUSSETT, customer satisfaction is important to us. We want every purchase to be accompanied by clear information, fair conditions, and reliable customer support.

This Return & Refund Policy explains how to request a return, exchange, cancellation, or refund for products purchased directly from hugorussett.com.

Nothing in this policy limits or excludes any mandatory consumer rights provided by applicable law.

Return & Refund Overview

• Return window: 30 days from delivery.
• Product condition: Unworn, unused, and in original condition.
• Return shipping: Paid by the customer for change-of-mind returns, unless applicable law requires otherwise.
• Damaged or incorrect items: Return shipping covered by HUGO RUSSETT.
• Return inspection: Within 5 business days of receiving the returned item.
• Refund method: Original payment method.
• Refund processing: Generally within 14 business days after approval, subject to mandatory legal deadlines.
• Customer support: 1–3 business days.

1. Our 30-Day Return Policy

HUGO RUSSETT offers a 30-day return policy on eligible products.

You may request a return within 30 calendar days of receiving your order.

If your order is delivered in multiple shipments, the return period for each item begins when that item is delivered, without limiting any longer period required by applicable law.

Customers may request a return because of sizing concerns, personal preference, or a change of mind, provided the product meets the eligibility conditions described below.

Items purchased during promotional events, including Black Friday and Final Chapter sales, remain eligible for returns under this policy.

2. Return Eligibility and Product Condition

To qualify for a standard return, products must generally meet the following conditions:

• Be unworn and unused, except for reasonable indoor fitting.
• Have no stains, odors, scratches, significant creasing, or visible signs of outdoor wear.
• Have clean, undamaged soles.
• Include their original packaging, accessories, and any supplied product inserts.
• Be associated with a valid purchase made through hugorussett.com.

You may try on your shoes indoors, on a clean and soft surface, to assess their size and fit.

Please handle the footwear with reasonable care during this process.

Where permitted by law, products showing handling beyond what is reasonably necessary to examine their characteristics and fit may be subject to an appropriate deduction for diminished value.

These conditions do not override statutory rights relating to defective, damaged, or incorrectly described goods.

3. How to Request a Return

To request a return, please follow these steps:

1. Contact our support team. Email support@hugorussett.com within 30 days of receiving your order.
2. Provide your order details. Include your full name, order number, and the product you wish to return. You may also explain the reason for your return, although a reason is not required for eligible change-of-mind returns.
3. Receive return instructions. Our team will provide the applicable return destination and shipping instructions.
4. Send your return. After receiving instructions, arrange shipment of the item within 14 calendar days, or within a longer period where required by applicable law.
5. Keep proof of shipment. We recommend using a trackable shipping method and retaining your shipping receipt.
6. Return inspection. Once the item reaches the designated return facility, we aim to inspect it within 5 business days and notify you of the outcome.

Please contact us before shipping merchandise so that we can provide the correct return destination and instructions.

Our customer support team typically responds within 1–3 business days.

The designated return location may differ from any business or correspondence address associated with HUGO RUSSETT.

Failure to obtain return instructions does not remove any statutory right of withdrawal or return.

4. Return Shipping Costs

For eligible returns resulting from a change of mind, incorrect size selection, or personal preference, the customer is generally responsible for the direct cost of return shipping, unless applicable law provides otherwise.

Shipping costs vary depending on the destination, carrier, and package characteristics.

HUGO RUSSETT covers reasonable return shipping costs when:

• The wrong product was delivered.
• The product arrived damaged.
• The product has a confirmed manufacturing defect.
• Applicable consumer protection laws require us to cover the cost.

For independently arranged returns, we strongly recommend using a tracked shipping service.

Customers should retain proof of postage until the return has been completed.

Responsibility for lost return shipments will be determined according to the shipping arrangements and applicable consumer protection laws.

5. Return Inspection and Refunds

After receiving your returned item, our team aims to complete the inspection within 5 business days.

We will notify you by email when your return has been reviewed.

If your return is approved, the applicable refund will be issued to your original payment method.

Refunds are generally processed within 14 business days after approval, unless applicable law requires an earlier refund.

Your bank, card issuer, or payment provider may require additional time to display the refund on your account.

For returns subject to a statutory right of withdrawal, we will comply with the applicable legal refund deadline, including any rules permitting us to wait until the returned goods or proof of shipment have been received.

Where required by law, refunds will include eligible original standard delivery charges.

Our standard worldwide shipping is free, so there is ordinarily no standard outbound shipping charge to reimburse.

Additional services or optional expedited delivery charges will be handled in accordance with the terms accepted at checkout and applicable law.

6. Exchanges and Size Changes

If your footwear does not fit as expected, please contact our support team to request an exchange.

Exchanges are subject to the availability of the requested size, color, and style.

To request an exchange:

1. Contact support@hugorussett.com with your order number.
2. Specify the item and replacement size or style you would prefer.
3. Follow the return instructions provided by our team.
4. Once the original product has been received and inspected, we will assist with the available exchange options.

For voluntary size or style exchanges, any applicable replacement shipping charge will be communicated before proceeding.

Exchanges involving defective, damaged, or incorrect products will be handled according to applicable consumer protection laws without charges that the law prohibits.

Because certain promotional products may have limited availability, we cannot guarantee that a particular replacement will remain in stock.

If an exchange is unavailable, we will offer an appropriate alternative, including a refund where applicable.

7. Complimentary Gifts

Selected HUGO RUSSETT orders may include complimentary promotional gifts, such as HUGO RUSSETT Socks.

Complimentary gifts have no separate refundable cash value when supplied free of charge.

The following conditions apply:

• Complimentary gifts cannot be returned separately in exchange for cash or store credit.
• If all qualifying purchased products are returned for a full refund, the unused complimentary gift should also be returned.
• If at least one qualifying purchased product is retained, the customer may generally keep the complimentary gift.
• Any damaged or defective complimentary gift should be reported to customer support for assistance.

These conditions do not restrict mandatory consumer rights or lawful remedies relating to promotional offers.

8. Products That May Not Qualify for Standard Returns

Standard voluntary returns may be refused for products that:

• Were not purchased directly from hugorussett.com.
• Have been extensively worn outdoors.
• Have been damaged through misuse after delivery.
• Have been materially altered by the customer.
• Are returned in a condition inconsistent with reasonable examination and fitting, where refusal is legally permitted.

Where applicable law requires a different outcome, including an assessment of diminished value rather than outright refusal, we will follow those legal requirements.

This section does not apply to remedies for products that were defective, damaged, or incorrectly described when delivered.

9. Damaged, Defective, or Incorrect Products

We encourage customers to inspect their orders after delivery.

If your order arrives damaged, defective, or different from the item purchased, please contact us as soon as reasonably possible.

Email support@hugorussett.com with:

• Your order number.
• A description of the problem.
• Photographs of the affected item and packaging, where available.

We recommend reporting visible delivery issues within 14 days so that our team can investigate them promptly. However, this recommended reporting period does not limit or replace any statutory guarantee or legal claim period.

Depending on the circumstances and applicable law, we may offer:

• A replacement product.
• An exchange.
• A repair where appropriate.
• A full or partial refund where legally appropriate.

Customers will not be charged return shipping costs that HUGO RUSSETT is legally required to cover when resolving defective, damaged, or incorrect deliveries.

10. European Union and United Kingdom Withdrawal Rights

Consumers in the European Union and the United Kingdom may have a statutory right to withdraw from eligible distance purchases within 14 calendar days of receiving their goods, without providing a reason.

HUGO RUSSETT's standard 30-day return window provides additional time to request a return but does not replace these statutory rights.

To exercise your statutory withdrawal right, send a clear statement of your decision to:

support@hugorussett.com

You may identify your order by including your name, order number, products, and delivery date.

Once a valid statutory withdrawal has been communicated, the goods must generally be sent back within 14 days, unless applicable law provides otherwise.

Refunds associated with statutory withdrawal will be handled within the legally required timeframe, including any mandatory reimbursement of eligible original delivery charges.

Customers may be responsible for direct return shipping costs for change-of-mind returns where permitted by law and appropriately disclosed.

Nothing in this policy restricts statutory guarantees or remedies for nonconforming goods.

11. International Consumer Rights

HUGO RUSSETT serves customers internationally.

Consumer protection laws may differ depending on the customer's country or region.

Some jurisdictions provide mandatory rights relating to cancellation, returns, defective goods, refunds, delivery, or legal product guarantees.

Where local mandatory consumer protection laws provide rights beyond this policy, those legal requirements will prevail.

Nothing in this policy is intended to exclude or limit rights that cannot lawfully be waived.

12. Order Cancellations and Modifications

If you wish to cancel or modify an order, please contact us as soon as possible after placing it.

Orders are generally processed within 1–3 business days.

We will make reasonable efforts to accommodate cancellation or modification requests before dispatch.

Once an order has been shipped, changes may no longer be possible through our fulfillment system.

If your order has already shipped, you may request a return after delivery under this policy or exercise any applicable statutory cancellation right.

If an order is canceled before fulfillment and payment has been collected, the applicable refund will be issued to the original payment method.

13. Black Friday and Promotional Purchases

Products purchased during Black Friday, Final Chapter promotions, clearance events, or other discount campaigns are covered by our standard return policy unless a specific lawful exception is clearly disclosed.

Discounted products are not automatically excluded from returns or refunds.

Returns involving orders with quantity-based discounts will be assessed according to the promotional conditions applicable to the original purchase.

Where permitted by law, the refund amount may reflect the actual amount paid for the returned items, including any applicable allocation of promotional discounts.

Any adjustment will be communicated transparently and will not override mandatory consumer rights.

Promotional purchases remain eligible for statutory remedies relating to defective, damaged, or incorrectly described goods.

14. Limited-Availability Collections

Some HUGO RUSSETT products may be offered in limited quantities or as part of special promotional collections.

Availability of specific models, colors, and sizes may change.

If a requested exchange cannot be fulfilled because the replacement is unavailable, our support team will explain the available alternatives.

Limited availability does not remove the customer's right to an eligible refund or any mandatory legal remedy.

Every accepted order will be handled in accordance with our fulfillment obligations and applicable consumer protection laws.

15. Lost or Undelivered Orders

If your order has not arrived within the expected delivery timeframe, please contact our customer support team.

We will review the available tracking information and, where necessary, initiate an investigation with the relevant shipping provider.

If a shipment is confirmed lost before delivery, we will provide an appropriate resolution, which may include reshipment or a refund.

Any mandatory legal rights concerning undelivered goods, delivery deadlines, and the transfer of shipping risk remain unaffected.

16. Refund Payment Method

Approved refunds are normally issued to the original payment method used during checkout.

For security and payment processing reasons, we generally cannot redirect refunds to a different account or payment method.

If the original payment method is no longer available, please contact our support team so we can review the options supported by the payment provider and applicable law.

Currency conversion differences or fees imposed independently by banks and payment providers may affect the amount displayed in the customer's account.

Any legally required refund amount will be determined according to applicable law.

17. Customer Support and Contact Information

For questions about returns, refunds, exchanges, cancellations, or product issues, please contact:

HUGO RUSSETT
Email: support@hugorussett.com
Customer Support Response Time: 1–3 business days

We are committed to reviewing customer requests fairly and providing clear information throughout the resolution process.

Thank you for choosing HUGO RUSSETT.