Refund policy

At Hoopz, we want to guarantee your complete satisfaction with your purchases. Our Return and Refund Policy is designed to provide a fair and hassle-free experience.

1. deadline for returns

You can request the return of a product within 30 calendar days of the delivery date. After this period, unfortunately, we will not be able to offer a refund or exchange.

2. Conditions for Return

To be eligible for a return, the product must be in the same condition as when you received it. This means that it must be unused, in its original packaging and with all accessories, manuals and gifts, if applicable.

3. Returns process

To initiate a return, follow the steps below:

  • Contact our customer support by e-mail: support@hoopzn.com 
  • Inform us of the order number and the reason for the return.
  • Wait for our detailed instructions on how to return the product.


4. return shipping costs

Hoopz covers shipping costs for returns, except in cases where the product is not defective or has quality problems. For returns for other reasons, the shipping costs will be the responsibility of the customer.

5. inspection of the product

Once we have received the returned product, it will be inspected to ensure that it meets the return conditions. If the product does not comply, the return may be refused and the product will be sent back to the customer.

6. Refunds

If the return is approved, we will process the refund within 10 working days of confirming the inspection. The refund will be made by the same payment method used for the original purchase. Depending on your bank or credit card company's policy, it may take a few more days for the amount to be credited to your account.

7. exchanges

If you wish to exchange a product, follow the same procedure as for returns. Once the return has been approved, you can place a new order for the desired product.

8. Defective or Damaged Products

If you receive a defective or damaged product, please contact us immediately. We will send you a replacement product free of charge or process a full refund, including shipping costs.

9. Items Not Eligible for Return

Certain items cannot be returned, such personalized items. See our specific policy page for a full list of non-returnable items.

10. Contact

If you have any questions about our Return and Refund Policy, please contact us by e-mail:  support@hoopzn.com