Today, Hugterra™ is a thriving brand, with a loyal following of customers who swear by our innovative massager. And while I may have started the company as a solution to my wife's neck issues, I'm thrilled to know that my product has made the necks, and lives of countless others significantly better.
Hugterra™ (hugterra.com) has 471 customer reviews on Five Star Index, with an average rating of 4.2 out of 5.
Also known as
hugterra.com
Website
hugterra.com
Category
Salons & Clinics
Listed on Five Star Index
2026
About these reviews
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The company replied to 100% of reviews.
Latest
Most recent review: October 2026.
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Unit that was delivered is obviously used. Not shrink-wrapped in cellophane as other unboxing videos show, and it's missing the charging cord, remote and instructions.
Response from Hugterra™Oct 23, 2026
We're very sorry to hear that your order arrived in this condition. This is certainly not the experience we want for our customers. We'd like to look into this matter and help make things right. Please email us at [email protected] with your order number so our team can investigate and assist you further. Thank you for bringing this to our attention.
RG
Randi G.
DO NOT PURCHASE
DO NOT PURCHASE!
I bought this massager because of the 60-day money-back guarantee, but it hurt my neck badly. After three unanswered emails trying to get a return address, I had to go through PayPal. They finally gave me a bizarre return address—and I have to pay the return shipping!
Terrible customer service and a very frustrating return process. I highly recommend avoiding this company!
Response from Hugterra™Sep 8, 2026
We’re sorry to hear about your experience and understand your frustration with the return process.
We’ve checked our records carefully and were unable to find the three emails you mentioned. We also responded to the PayPal dispute in accordance with our Refund Policy.
We’d still like the opportunity to assist you directly and make sure your concerns are properly addressed. Please contact us at [email protected] so we can review your order and help you with the next steps.
JS
Justin S.
Company is immoral
It's an overpriced tenz unit that doesn't work, the heat setting is so hot it will burn you. Now the real issue, the refund. Yes, they will refund you but YOU have to ship it to Belgium on your dime for $200+, which costs more than the item itself and they know it. I finally got a refund of, what they say is, 70%. However, they only gave me part of the 70% because they said the "tax authority" collected the tax and they won't refund any of it. Customer service number doesn't work. overall, they're scamming people with an overpriced tenz unit knowing that you won't return it and they're going to keep 50% of your money. And all the reviews on their website are fake, check them out. They are legitimately scamming people is the best way I can describe it. They also list nowhere that it needs to be returned international... Also crap. Isn't not returning sales tax considered tax evasion?
Their reply is just AI slop. The return policy does state anything about international shipping. I've also never heard back about the burning skin issue. Apparently they just keep your taxes and return a portion of the funds, small I know, but multiple that over all their returns and they are running a scam.
Response from Hugterra™Jul 27, 2026
We're sorry to hear that your experience did not meet your expectations. We understand your frustration and appreciate you taking the time to share your concerns.
We'd like to clarify that our return policy, including the return process, is available on our website. Since our products are fulfilled through international warehouses, the return destination may be outside your country. To help customers avoid the inconvenience and cost of international shipping, we also offer alternative resolutions, such as partial refunds or store credit, depending on the situation.
Regarding your refund, taxes collected at the time of purchase may be handled differently depending on the payment processor and local tax regulations, which can affect the refundable amount.
We also take product safety and customer feedback seriously. If you experienced excessive heat or believe there was an issue with your device, we'd like the opportunity to investigate further.
Please contact us at [email protected] with your order details so we can review your case and work toward a fair resolution.
RD
Rachel D.
burned my neck and left a scar
burned my neck and left a scar
Response from Hugterra™Jun 23, 2026
We’re very sorry to hear about your experience and take concerns like this very seriously.
Please contact us directly at [email protected] so we can learn more about what happened and investigate the issue thoroughly. Our team would like to gather additional details and work with you to find an appropriate resolution.
SB
spencer B.
Do your research don’t buy
I bought the belt for my grandma. The overall belt dosent offer any actual support as you can’t tighten it. The heat function dose not have a temperature control, so it’s just hot af. The vibration is ok at best. So with all this we wanted to return it… but can’t. I have called 20-30 times there phones are always busy so I sent 4 emails with no response so at this point I’ve given up. I wanted to write a review but naturally you can’t on there site ?? Probably because people would leave reviews like mine and no one would buy there products. I wish we had done more research before spending 80$ on some trash that we are now stuck with. :: edit ok after writing this review they commented on here and actually got back to me, I got a 50% refund for the belt. So it definitely took some doing to get them to respond but finally got through. Not sure I want to change my stars as it should not have taken writing a bad review to get them to respond.
Response from Hugterra™May 28, 2026
We’re sorry to hear about your experience and understand your frustration.
We did respond to your emails with the return process and details on May 19 and May 24, so it’s possible our replies may have gone to your spam or junk folder. We sincerely apologize if there was any confusion or delay in communication.
We’d still like to help resolve this for you. Please send us another email so we can assist further and make sure you receive the information needed to proceed with your return request.
GT
Gerry T.
After it arrived I plugged the Hugterra in to get…
After it arrived I plugged my Hugterra in to get it charged, while it appeared to be charging it would not work. I returned it without any difficulty. I was really excited to maybe get some relief for my neck pain.
Response from Hugterra™May 9, 2026
Thank you for sharing your experience—we’re really sorry to hear about this.
That must have been disappointing, especially after looking forward to getting some relief. It sounds like you may have received a faulty unit, which is definitely not the standard we aim for.
We’re glad to hear the return process went smoothly, but we’d still love the chance to make this right for you. If you’re open to it, please reach out to us at [email protected]
—we’d be happy to assist further or arrange a replacement.
MM
Miklos M.
The exact same device can be found on…
The exact same device can be found on other sites for way cheaper, e.g. for 20 euro on ebay at the moment.
I asked hugterra in email about the studies they claimed proved the device's effectiveness and if the hold any related patents: no reply...
Response from Hugterra™May 5, 2026
We’re sorry to hear about your experience and understand your concerns.
Regarding pricing, similar-looking devices may exist on other platforms, but not all products are manufactured to the same standards, materials, or quality control. Our goal is to provide a reliable, tested device along with dedicated customer support and warranty coverage.
In terms of effectiveness, the technologies used—such as EMS, heat therapy, and cervical traction—are widely used in physical therapy and rehabilitation settings. However, results can vary from person to person, and we always encourage customers to use the device as part of a broader wellness routine.
As for your inquiry, we sincerely apologize if you did not receive a response—that’s not the level of service we aim to provide. We’d be happy to look into this for you. Please feel free to reach out again at [email protected], and we’ll make sure your questions are properly addressed.
TR
Trina
Hugterra scam artists…
Can’t use pillow and neck massager because they’re too uncomfortable. Asked for a refund. Was told I have to ship it back to Belgium at my expense for a refund. Or keep it and get a 50% refund or store credit. In the return policy it says zero about having to return it to another country. It just says “one of our warehouses”. Beware of this company.
In response to Hugterra’s response since Trustpilot doesn’t have a respond option… I just reread your return policy. It does NOT say it may be an international warehouse, a foreign country warehouse, etc. It says warehouse.
Response from Hugterra™May 5, 2026
We’re really sorry to hear that the product didn’t meet your expectations—that’s not the experience we want for our customers.
We understand your frustration regarding the return process. Our policy does note that returns are sent to one of our warehouses, which may be international depending on stock allocation. That said, we recognize this can be inconvenient, which is why we offer alternative options such as partial refunds or store credit so customers don’t necessarily have to go through the return process.
Our goal is always to provide a fair and transparent resolution. If you’re still open to it, please reach out to us at [email protected]
so we can review your case again and help find the best possible outcome for you.
