Politique de remboursement


Last Updated: April 12, 2025

1.Return Period

  • You may request a return within 30 days of receiving your item (based on the delivery confirmation date).
  • For non-quality related returns, a processing fee may apply.

2.Eligibility Criteria

  • To qualify for a return, your item must meet the following requirements:
  • Unused Condition: The item must be in its original state—unused, unwashed, undamaged, with all tags attached, and in the original packaging (including accessories or free gifts).
  • Proof of Purchase: Provide the order number, receipt, or purchase confirmation.

3.Return Process

  • Contact Customer Service: Email support@hopeworks.site to initiate a return. Include your order number and a description of the issue.
  • Receive Instructions: Once approved, we will email you the return address and detailed guidelines. Unauthorized returns sent without prior approval will not be accepted.
  • Ship the Item: Return the item using a trackable shipping method and retain the tracking number. Return shipping costs are the customer’s responsibility (exceptions apply for defective/damaged items).

4.Defects, Damages, or Incorrect Items

  • If your item is defective, damaged, or incorrect, contact us within 48 hours of delivery. Provide photo/video evidence, and we will cover return shipping costs and prioritize your refund or replacement.

 5.Non-Returnable Items

The following items cannot be returned, except for quality issues:
  • Customized products (e.g., engraved items, special sizes)
  • Perishable goods (e.g., food, flowers)
  • Personal care items (e.g., skincare, cosmetics)
  • Sale/discounted items, gift cards
  • Hazardous materials (e.g., flammable liquids, gases)

6.Exchange Policy

We do not offer direct exchanges. To replace an item, follow the return process first. Once your return is approved, place a new order for the desired item.

7.EU Consumer Rights

Under the EU Consumer Rights Directive, customers in the European Union may cancel or return orders within 14 days of delivery for any reason. Items must be unused, in original packaging, and follow the same return process above.

8.Refund Process

  • Inspection Timeline: We will inspect your return within 5 business days of receipt and notify you via email.
  • Refund Method: Approved refunds will be issued to your original payment method within 10 business days (processing times vary by bank/payment platform).
  • Delays: If you haven’t received your refund after 15 business days, contact support@hopeworks.site.

9.Additional Notes

  • International Returns: Customers outside the U.S. are responsible for customs duties and international return shipping fees.
  • Lost Packages: Use trackable shipping for returns. We are not liable for items lost in transit.
  • Dispute Resolution: Contact us to resolve disagreements (e.g., partial refunds, store credit).

Contact Information

  • Email: support@hopeworks.site
  • Service Hours: Monday to Friday, 9:00 AM - 5:00 PM (UTC+8)