Last updated: 24 September 2026
These terms govern your use of hugs.lk (“HUGS”, “we”, “us”). By using the site, creating an account or placing an order, you agree to them. If you do not agree, please do not use HUGS.
1. What HUGS is
HUGS is an online marketplace. Independent shops (“sellers”) list and sell their own products through one storefront and one checkout. Each product is sold by the seller named on the product and shop page, not by HUGS. The seller is responsible for the product, its description, its price, its stock and its delivery.
2. Your account
- You must be at least 16 years old, or have a parent or guardian’s permission, to create an account.
- Give accurate information and keep it up to date.
- Keep your password private. You are responsible for activity on your account. Tell us promptly if you think someone else has used it.
- You can sign in with an email and password or with Google. One account lets you shop and, if you choose, apply to sell.
- We may suspend or close an account that breaks these terms or is used for fraud or abuse.
3. Buying on HUGS
- Orders across several shops: your bag can hold items from several shops. At checkout we create a separate order for each shop, each with its own number and delivery charge.
- Prices: prices are shown in the currency displayed at checkout and are set by each seller. Delivery charges are shown per shop before you confirm.
- Payment: we currently accept cash on delivery and bank transfer. For bank transfer, your order is confirmed as paid once the transfer is received. Placing an order does not by itself confirm payment.
- Acceptance: an order is a request to buy. A seller may decline or cancel an order, for example if an item is out of stock or mispriced. If you have already paid for a cancelled order, you will be refunded.
- Delivery: each seller ships its own parcel. Delivery times shown are estimates, not guarantees.
4. Returns, refunds and cancellations
Each seller handles returns and refunds for its own items, following the conditions stated on the product or shop page and how returns work on HUGS. Contact the seller first with your order number. If a seller does not respond or a problem cannot be resolved, contact us and we will help. Nothing in these terms limits rights you have under consumer protection law.
5. Selling on HUGS
If you open a shop on HUGS:
- Your application is reviewed, and HUGS may approve, decline, deactivate or suspend a shop.
- You are responsible for your listings being accurate, lawful and yours to sell, for honouring your prices, for packing and shipping orders on time, and for handling returns fairly.
- You must not list prohibited, counterfeit, stolen, unsafe or illegal items, or anything that infringes someone else’s rights.
- HUGS charges a commission on sales, shown in your shop admin. Payment and settlement arrangements are agreed with HUGS.
- You must handle buyers’ personal information only to fulfil their orders, and keep it secure.
6. Acceptable use
You must not misuse HUGS. In particular, you must not: break the law; post false, misleading, offensive or infringing content; place fake orders or reviews; try to gain unauthorised access to accounts or systems; scrape the site in a way that burdens it; or interfere with other people’s use of the marketplace.
7. Reviews and content
Reviews and other content you post must be honest and about your own experience. You keep ownership of your content and give HUGS permission to display it on the marketplace. We may remove content that breaks these terms.
8. Intellectual property
The HUGS name, logo and site design belong to HUGS. Product photos and descriptions belong to the sellers who provide them. You may not copy or reuse them without permission.
9. Liability
HUGS provides the marketplace and checkout; sellers are responsible for the products they sell. To the extent the law allows, HUGS is not liable for indirect or consequential loss, or for a seller’s failure to deliver, describe or stand behind its products, although we will help resolve disputes where we can. Nothing in these terms excludes liability that cannot be excluded by law.
10. Privacy
How we handle personal information is explained in our privacy policy.
11. Changes
We may update these terms as the marketplace changes. The date at the top shows when they last changed. Continuing to use HUGS after a change means you accept the updated terms.
12. Governing law
These terms are governed by the laws of Sri Lanka, and the courts of Sri Lanka have jurisdiction over any dispute, without affecting any mandatory consumer rights you have where you live.
13. Contact
Questions about these terms can be sent through our contact page.