Returns, Complaints and Refunds Policy

Every product in our store is made only after the order is placed. This way, we avoid overproduction, reduce waste, and take care of the environment 🌍.

Each product page includes a detailed size guide, which helps you make the right choice.

We therefore encourage thoughtful purchases – carefully selecting the size, color and design helps reduce unnecessary returns.

♡ If, however, you still wish to make a return, please follow the instructions below.

♡ We are truly sorry if the product you received did not meet your expectations or arrived damaged. We always strive to provide the highest quality, which is why we take every complaint seriously and aim to resolve it as quickly as possible.

§1 Return Policy (Right of Withdrawal)

1. Statutory 14-Day Right of Withdrawal: As a Consumer, you have the legal right to return standard purchases within 14 calendar days of receiving your goods without providing any justification.
2. Product Eligibility:
   
   a) Standard On-Demand Products: Items featuring our pre-designed ocean graphics where you select standard, predefined sizes or colors from the storefront dropdown menus are fully eligible for returns and refunds.
   
   b) Personalized Products: Items customized with your specific specifications (e.g., custom text, custom-uploaded images, names) are completely exempt from standard withdrawal rights and cannot be returned unless they arrive damaged or defective.
3. Step-by-Step Return Process for Standard Products:
   
   a) Step 1 – Notice of Withdrawal: Notify us of your decision to return within 14 days of delivery.

• Option A (Digital Withdrawal Button): Click the “Withdraw from Contract Here” button located in the footer or account dashboard, fill out the pre-filled form, and click “Confirm Withdrawal”.
• Option B (Email Notice): Send an email to contact@whalehug.com using the following template:
  
  “I hereby withdraw from the sales contract for the product <product name>, ordered on <date>, order number <insert order number>. Name: <insert name>. Address: <insert address>.”
  
  b) Step 2 – Receive Correct Return Address: Our support team will email you the correct warehouse address (either Marupe, Latvia or Sant Climent de Llobregat, Spain) corresponding to your specific order.
  
  Warning: Do not return packages without prior communication or to the wrong warehouse address; the Seller cannot process returns sent to unauthorized physical locations.
  
  c) Step 3 – Shipping: Pack the item carefully in its original condition (unworn, unwashed, with tags attached) and ship it back to the designated warehouse within 14 days of your withdrawal notification. You are responsible for the direct costs of return shipping.

4. Refund Processing: Approved refunds are processed within 14 days of receiving your returned goods or receiving verifiable proof of return shipment. Refunds are issued using the same payment method as the original transaction.

§2 Complaints Policy (Defective or Damaged Items)

1. Legal Warranty Coverage: Every physical product sold in our Store is covered by a two-year statutory warranty under Directive (EU) 2019/771. This warranty covers manufacturing defects, printing errors, incorrect sizing relative to our published sizing charts, and transit damage.
2. How to Submit a Complaint: If your product arrives defective, misprinted, or damaged, do not initiate a standard return. Contact us immediately at contact@whalehug.com with:

• Your order number.
• A detailed description of the issue.
• Clear photographs documenting the print error, material defect, or shipping damage.

3. Assessment and Resolution:
   a) We will assess your complaint within 14 days of submission.
   
   b) Once the defect is verified, we will arrange for a free reprint and replacement to be shipped to you at our expense, or issue a full refund (including standard delivery charges), depending on your preference.
   
   c) You do not need to return the defective product to us unless we explicitly request you to do so at our expense.