Return and refund policy

Last updated: Jan 2025

At Hooem, we stand behind the quality of our products and want every customer to enjoy a worry-free shopping experience.
This Return & Refund Policy explains when and how you can request a return, replacement, or refund.

1. Eligibility for Return or Refund

We accept returns or refunds under the following conditions:

  • The product arrives damaged, defective, or incorrect.

  • The product does not match the description on our website.

  • The order is not delivered within 45 days of shipment (excluding force majeure events).

  • You contact us within 7 days of receiving your order.

To start a claim, email support@hooem.com with:

  • Your order number

  • A clear photo or video showing the issue

  • A short description of the problem

⚠️ Important:
For defective items, please record a video of the unboxing and setup process following the included user guide.
This helps us verify the issue and process a full replacement or refund quickly.

2. Video Proof Requirement & Compensation Policy

  • If you provide a complete unboxing video showing that the product was used correctly according to the instructions but did not work, we will:
    ✅ Cover 100% of the reshipment cost for a new replacement or offer a full refund.

  • If you do not provide a video, and wish to return the item from a country different from our fulfillment warehouse, please note:
    🚚 Return shipping fees can be significantly higher (up to 5× the cost of outbound shipping).
    In such cases, we may offer a 50% partial refund or compensation instead of a full return.

🏭 Our logistics network operates from multiple international warehouses — including facilities in Asia, Europe, and North America.
Returns are routed to the nearest eligible warehouse depending on your delivery region and product type.

This ensures faster resolution and fair handling of international shipping costs.

3. Non-Returnable & Non-Refundable Situations

We cannot accept returns or issue refunds in the following cases:

  • Incorrect or incomplete shipping address.

  • Change of mind or wrong item ordered.

  • Delays caused by customs, logistics, or courier services beyond our control.

  • The item has been used, washed, or damaged by the customer.

  • The product is a clearance, promotional, or personalized item.

  • The product is a hygiene-related item (e.g., massage devices, wearables, beauty tools).

4. Return Instructions

If your return request is approved:

  • Our team will email you the return address and instructions.

  • The product must be unused and in its original packaging.

  • Customers are responsible for return shipping costs unless the item was defective or incorrect.

  • We strongly recommend using a trackable shipping method.

5. Refund Processing

Once we receive and inspect your returned item:

  • We will notify you of the approval or rejection of your refund.

  • Approved refunds will be processed to your original payment method within 5–10 business days.

  • Processing times may vary depending on your bank or card provider.

  • Refunds cannot be issued to alternative payment accounts.

6. Late or Missing Refunds

If you haven’t received your refund after 10 business days:

  1. Recheck your bank or credit card account.

  2. Contact your payment provider, as processing may take longer.

  3. If you still haven’t received it, email support@hooem.com for help.

7. Exchanges

We only replace items if they are defective or damaged upon arrival.
To request an exchange, email support@hooem.com within 7 days of delivery, including your order number and photos/videos.

8. Order Cancellations

Orders can only be canceled within 24 hours of purchase, provided they haven’t been processed or shipped.
Once your order has entered production or shipping, it cannot be canceled or refund.

9. Responsibility & Limitation

After shipment, Hooem is not responsible for:

  • Delays caused by third-party couriers

  • Lost or stolen packages marked as “delivered”

However, we will always assist you in tracking and resolving delivery issues when possible.

10. Contact Information

If you have any questions or wish to file a return or refund request, please contact us:
📧 support@hooem.com
🌐 Hooem.com

Please include your order number and a clear description of the issue for faster assistance.