Refund and Returns Policy Effective Date: March 13, 2026

TORI EHF (“we”, “us”, “our”) is committed to customer satisfaction. This Refund and Returns Policy explains your rights and our procedures regarding refunds, returns, cancellations, and withdrawals for purchases made through hugspil.is (the “Website”).

This policy applies to consumers (natural persons acting outside their trade, business, craft, or profession) in Iceland and the EEA.

1. Company Information

Company name: TORI EHF Registration number: 620126-2760 VAT number: 160236 Registered address: Dunhagi 18, Reykjavík, 107, Iceland Email: info@hugspil.is

2. Right of Withdrawal (Cooling-off Period) – General Rule

Under Icelandic law (implementing the EU Consumer Rights Directive), you have the right to withdraw from a distance contract (online purchase) within 14 calendar days without giving any reason.

The 14-day period starts:
- For goods (physical items): the day you (or a third party designated by you, not the carrier) receive the goods.
- For services or digital content supplied over time (e.g., subscriptions, ongoing access): the day the contract is concluded.
- For digital content not supplied on a tangible medium (e.g., instant download, streaming access, app activation): the day the contract is concluded.

To exercise your right of withdrawal, inform us unambiguously (e.g., by email to info@hugspil.is or using the model withdrawal form below) before the period expires.

Model Withdrawal Form (you may — but are not obliged to — use this):

I hereby give notice that I withdraw from my contract for the sale of the following goods / for the provision of the following service / digital content:

Ordered on / received on:
Name of consumer:
Address of consumer:
Signature of consumer (only if this form is notified on paper):
Date:

Send to: info@hugspil.is or TORI EHF, Dunhagi 18, Reykjavík, 107, Iceland.

3. Exceptions – No Right of Withdrawal

You lose the right of withdrawal in the following cases (as permitted under law):

Digital content (e.g., downloads, activations, online access, in-app purchases) where performance has begun with your prior express consent and you have acknowledged that you thereby lose your right of withdrawal once the content is supplied / made available (very common for instant digital products).
Services fully performed with your prior express consent and acknowledgment that performance ends your withdrawal right.
Supply of goods/services made to your specifications or clearly personalized.
Sealed goods unsealed after delivery that are not suitable for return.
Goods that become inseparably mixed with other items after delivery.
Contracts for the supply of alcoholic beverages where price was agreed at conclusion but delivery can only take place after 30 days and actual value depends on fluctuations.
Other statutory exceptions.

If your purchase falls into one of these categories, we will clearly inform you before completing the order that no withdrawal right applies.

4. Effects of Withdrawal

If you validly withdraw:

We refund all payments received from you (delivery costs are not refunded) without undue delay and no later than 14 calendar days from the day we receive your withdrawal notice.
Refund uses the same payment method unless you expressly agree otherwise.
For goods: you must return them without undue delay and no later than 14 days after notifying us of withdrawal. You bear the direct cost of returning goods unless we offered to collect them or failed to inform you of this cost.
You are only liable for diminished value resulting from handling beyond what is necessary to establish nature, characteristics, and functioning.

For digital content/services already accessed, withdrawal may not be possible if you consented to immediate performance.

5. Refunds for Faulty / Non-conforming Products (Legal Guarantee)

All products (including digital content and services) must conform to the contract.

Under Icelandic/EU law you have a minimum 2-year legal guarantee from delivery/conclusion:

If faulty/not as described/not working as expected → primary remedies: repair or replacement (free, within reasonable time, without significant inconvenience).
If repair/replacement impossible or disproportionate → price reduction or full refund (rescission of contract).

For digital content/services, specific rules apply (e.g., bringing into conformity, price reduction, or termination with refund of proportionate amount).

6. Voluntary Return / Satisfaction Guarantee

[Optional – only include if you offer more generous terms than the legal minimum] Beyond legal rights, we may offer [e.g., 30-day happiness guarantee / money-back for certain products] — details will be stated on the product page or at checkout. This does not affect your statutory rights.

7. Processing Refunds

Refunds processed as soon as possible (usually within 5–10 business days after we receive returned goods or confirm withdrawal/fault).
We may withhold refund until we receive goods back (for physical items) or until proof of return is provided.
No cash refunds to third parties; only to the original purchaser.

8. Contact Us

Questions about returns, refunds, or withdrawal? Email: info@hugspil.is Address: TORI EHF, Dunhagi 18, Reykjavík, 107, Iceland

You may also contact the Icelandic Consumer Agency (Neytendastofa) or the European Consumer Centre for advice.

We reserve the right to update this policy. Changes posted here with new effective date. Significant changes notified via email or Website notice.

Thank you for shopping with hugspil.is!

HUGSPIL

Refund and Returns Policy