Refund policy

Returns & Refunds Policy

Last updated: July 20, 2026

We want you to feel great about anything you order from the Habbo Merch Store. If something isn’t quite right, you may be able to return your item and receive a refund according to this Returns & Refunds Policy and applicable law. 

This Policy forms part of our Terms of Service, and capitalized terms have the meanings given in the Terms of Service. 

Nothing in this Policy limits any of your statutory rights. 

Cancellation and return rights are determined by local consumer protection laws. Therefore, if you are a customer in the European Union/EEA, you have 14 days to let us know that you wish to return your item. 

We do not offer a discretionary cancellation or return option in any countries. 

1. Eligibility & Return Conditions 

Items must be returned in their original condition: unworn, unwashed, and with all original tags and packaging intact. 

You will not be able to change your mind and return items that:

a) have been manufactured to your specifications, instructions or designs, or have been personalised by you, 

b) have been delivered sealed and, for health or hygiene reasons, cannot be returned once the seal has been removed, or 

c) have been irreversibly mixed with other items after delivery;

If you return an item, you’ll be responsible for any reduction in its value that results from handling it beyond what’s needed to understand its nature, characteristics, and functioning. Normal in‑store style inspection is completely fine; we only ask that the item isn’t used or handled more than necessary. If there is any loss in value, we may deduct it from the refund you are entitled to receive. 

To return an item, please reach out to our customer support through the Contact Form.

2. Faulty items 

Please review your order upon delivery and reach out to us right away if you notice any defects, damage, or receive an incorrect item. This helps us evaluate the issue and resolve it for you as quickly as possible. 

3. Return Shipping

Unless applicable consumer protection laws require us to cover return shipping costs, customers are responsible for the cost of returning products when exercising the right of withdrawal. This means that for example, EU/EEA customers are responsible for the cost of return shipping. 

Please also note, your initial shipping fee is non-refundable if you decide to return your item.

Please be aware that returns must be registered within your applicable cancellation period. EU customers must register their return within 14 days of receiving their order. Customers in other countries should follow the cancellation period set by local consumer protection laws.

4. Inspection & Return Review 

Once we receive your returned item, it will be inspected to ensure it meets the return eligibility criteria. We will notify you via email of the approval or rejection of your return.

If the return is approved, we will process your refund.

5. Refunds

We will notify you once we’ve determined whether your return has been approved. If it is approved, you’ll be automatically refunded to your original payment method within 14 business days. Please allow up to 14 days for the refund to be processed and for the credit to appear on your statement. The time it takes for the credit to appear on your statement may vary depending on your financial institution. 

If a return from outside the European Union generates customs charges, duties or taxes that are legally the responsibility of the consumer and directly attributable to the return, these may be deducted from your refund. You will always receive clear and justified notice before any such deduction is made. 

Please be aware that returns for unwanted products cannot be accepted once the specified return timeframe has elapsed. If a return is attempted outside the applicable return window, we are not able to accept it. 

6. Exchanges

We do not offer exchanges. If you wish to receive a different size and the right of withdrawal available in your country applies to your situation, you may exercise that right within the applicable timeframe, complete your return, and place a new order for the size you want. Please note that delivery and return shipping fees are your responsibility, in accordance with this Policy and any applicable consumer protection laws. 

7. Contact us 

If you have any questions or need assistance with your return, please contact our customer support team by filling out the Contact Form.