Margaret B.
Ship back to BELGIUM!? 30 not 60 day trial
Hugterra is NOT fully transparent with their return policy. (summary: 30 day trial/ return to BELGIUM) Strike one: It states very boldly a no-risk guarantee of 60... SIXTY days. Luckily I returned mine in a month as I decided after a couple uses that I didn't like it. After reading deeper into their return policy, it states you have 30 days after you receive it. Strike 2, and this is a big one: I ordered directly from them, not a copycat. Their corporate address is in the US (Delaware). Great! They shipped from a warehouse in Illinois. Very good; I did the right thing! So, I didn't like it and contacted them. It vibrates the back of my skull and gave me a headache, twice. I packaged it up very nicely and returned it to the warehouse (not the central office), as their return policy states. The reply to my email was that I needed to return it to Belgium. BELGIUM!??? They act as if they're doing me a favor in stating that they'll let me keep it and refund 50% of my money. Well, I had already sent it on its way to their warehouse, and then provided a tracking number. I let them know I'll be expecting a full refund or I will be contacting my bank and Trust Pilot. They replied that they would incur expenses and can only offer the 50% refund. I just opened a claim with my bank. You can order the same device from Walmart.com, which has a 90 day return policy, or Temu, or Amazon, all for under $40. I wish I had known. I had just followed a link.
Response from Hugterra™May 3, 2025
Thank you for taking the time to share your feedback. We're truly sorry to hear about your frustration, and we completely understand your disappointment. We do our best to be transparent about our policies, but we acknowledge that aspects of our return process—especially the return address—can be confusing, and we sincerely apologize if that wasn’t made clear enough at the time of purchase. To clarify: while our company is registered in the U.S. and some products may ship from domestic warehouses, our returns are processed at our central hub. This is outlined in our return policy, but we realize that many customers expect domestic returns when ordering from a U.S.-based company, and we’re actively reviewing ways to make this more straightforward. We regret that the product didn’t work out for you and understand your frustration with the return process and partial refund offer. We want to work with you toward a fair resolution. If the item has already been returned to the warehouse, please share the tracking details again via email, and we’ll do our best to reassess your case for a more suitable outcome. We genuinely appreciate your feedback and will use it to improve our communication and customer experience.