Exchange and Returns Policy

At Hoopz, our priority is the satisfaction of our customers, seeking to provide a smooth and satisfactory shopping experience. To this end, we have established our return policy, aiming to offer transparency, ease and fairness in all transactions.

General conditions:

Return Period: You have the right to request the return of a product within 30 calendar days from the date you receive it.
Product Condition: The product must be returned in its original condition, without signs of misuse, damage or changes in its integrity. Furthermore, the item must have the product label, without any tears.
Original Packaging: It is necessary to return the product in its original packaging, without erasures, additional labels or damage that could impair its reuse.

Return Procedure:

Contact Customer Service: Contact our customer service to inform about the return and receive the necessary guidance.
Request Evaluation: After receiving your request, our team will evaluate whether all conditions have been met. If so, you will receive instructions to proceed with the return.
Shipping the Product: You will be responsible for shipping the product back to us following the instructions provided by customer service. The costs related to the return will be your responsibility, unless there is a manufacturing defect or error on our part. Send your item to: Rua Amaro Pontes 907, São Paulo, São Paulo, CEP 04890-360, Brazil.
Analysis and Processing: After receiving the returned product, we will carry out an analysis to check whether all conditions have been met. Once we confirm compliance, we will proceed with a refund or exchange as per your request.

Exchanges (if applicable): We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at loja.hoopz@gmail.com and send your item to the address: Rua Amaro Pontes 907, São Paulo, São Paulo, CEP 04890-360, Brazil .

Reimbursement:

Method of Refund: The refund will be made to the form of payment originally used by you at the time of purchase, except in exceptional cases previously agreed.
Refund Deadline: The refund deadline may vary depending on the payment method and the policies of financial institutions. We will do our best to ensure a quick and efficient process.

You will be responsible for paying the shipping cost to return the item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, return shipping times may vary.

If you are shipping an item over $75, consider purchasing a shipping service with tracking or shipping insurance. We do not guarantee receipt of the item you return.

At Hoopz, we are committed to ensuring every customer has a positive experience. Our returns policy reflects this commitment, offering transparency and assistance every step of the way. We are available to help with any questions or concerns you may have during the returns process.