Return and refund policy

Last updated: October 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 outlines the conditions under which returns, replacements, and refunds are accepted.

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 us at hooemcs@gmail.com with:

  • Your order number

  • A clear photo or video showing the issue

  • A short description of the problem

Once verified, we’ll review your case and provide further instructions.

2. Non-Returnable & Non-Refundable Situations

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

  • The shipping address provided was incorrect or incomplete.

  • You changed your mind or ordered the wrong item.

  • The delay was caused by customs, logistics, or courier issues 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).

3. Return Instructions

If your return request is approved:

  • Our team will provide the return address and instructions by email.

  • The product must be returned 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 to ensure your package is received safely.

4. 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 are not issued to alternative payment accounts.

5. Late or Missing Refunds

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

  1. Check your bank or credit card account again.

  2. Contact your payment provider, as processing may take additional time.

  3. If you still have not received your refund, email hooemcs@gmail.com for assistance.

6. Exchanges

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

7. Order Cancellations

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

8. Responsibility & Limitation

Once an order is shipped, Hooem is not responsible for:

  • Delays caused by third-party couriers

  • Lost or stolen packages marked as “delivered” by the carrier

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

9. Contact Information

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

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

© 2025 Hooem – Quality You Can Feel, Service You Can Trust.