Refund policy
Because every HOOP HOUSE product is made to order, we do not accept returns or exchanges for incorrect size selection, color preference, buyer’s remorse, or change of mind.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Returns and refunds will be accepted if your product in the cases below:
- Damaged or defective items
- Printing errors
- Lost packages
To start a return, you can contact us at hello@hoophz.com attaching pictures of the product (when applicable).
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at hello@hoophz.com.
Buyer’s Remorse, Incorrect Size, and Personalized Orders.
Each product is custom-made specifically for the customer after an order is placed. Accordingly, we do not accept returns, refunds, or size exchanges for buyer’s remorse, incorrect size selection, color preference, or a change of mind. Customers are responsible for reviewing all product descriptions, measurements, sizing charts, colors, personalization details, shipping information, and order details before completing their purchase. Nothing in this policy limits any rights or remedies that cannot legally be excluded under applicable consumer-protection laws.
Defective, Damaged, or Lost Items.
We stand behind the quality of our products. If an item arrives damaged, contains a manufacturing defect or printing error, or is confirmed to have been lost in transit, we will provide a replacement at no additional cost. Customers must contact us within thirty (30) days of the recorded delivery date—or, for packages lost in transit, within thirty (30) days of the estimated delivery date—and provide the order number, a description of the issue, and clear photographs of the item and packaging when applicable. Claims submitted after this period, or claims involving normal wear, improper care, misuse, or damage occurring after delivery, may not be eligible for replacement.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@hoophz.com.
Additional Clauses
Disclaimer: Customers are responsible for reviewing size charts before ordering. Measurements may vary slightly (typically ±1 inch / 2.5 cm) due to the manufacturing process.
Color Variation Disclaimer: Printed colors may differ slightly from on-screen images because of monitor settings, lighting, and printing methods.
Print Placement Disclaimer: Slight variations in print placement are considered normal and are not defects.
Order Consolidation: Items in the same order may be produced by different fulfillment partners (Printify, Printful, Gelato and Apliiq) and may arrive in separate shipments with separate tracking numbers.
Lost Packages: If a package is confirmed lost by the carrier, we will work with our fulfillment partners to provide a replacement or refund when appropriate.
Force Majeure: We are not liable for delays or failures caused by events beyond our reasonable control, including natural disasters, labor disputes, pandemics, carrier disruptions, or governmental actions.
Chargebacks: Customers agree to contact us first to resolve any order issues before initiating a payment dispute or chargeback whenever reasonably possible.