Returns and exchanges
Consumers purchasing online normally have the right to withdraw from the purchase within 14 days after receiving the goods. To start a return, email hello@hoihoi.eu within that period and include your order number.
Returning an item
- Wait for return instructions before sending the parcel.
- Pack the product securely and include information that allows us to identify the order.
- You may inspect the product as you would in a shop. A reduction may be made if handling beyond that inspection has reduced its value.
- The customer pays the direct return shipping cost for a standard withdrawal unless HOIHOI agrees otherwise.
Refunds
Eligible refunds are made to the original payment method. The standard outbound delivery cost is refunded where required, but an additional charge for a more expensive delivery option is not. A refund may be withheld until the goods have been received or you provide evidence that they were sent back.
Exceptions
The statutory withdrawal right may not apply to goods made to the customer’s specifications or clearly personalised, and to sealed goods that are not suitable for return for health or hygiene reasons after the seal has been broken. Any applicable exception will be stated before purchase.
Faulty, damaged or incorrect items
If an item arrives faulty, damaged or different from what was ordered, contact us promptly with the order number and photographs where helpful. HOIHOI will provide an appropriate remedy and cover reasonable return costs where legally required.
This policy does not limit statutory consumer rights.