Return Policy
Returns and Refund Policy
Last updated: 20 August 2026
Thank you for shopping with HoopFish™. We want you to feel confident when placing an order through hoopfish.com.
This policy explains how returns, cancellations, damaged products and refunds are handled.
30-day return period
You may request a return within 30 days of receiving your order.
To qualify for a return, HoopFish™ should be:
- in its original condition;
- unused or only handled as reasonably necessary to inspect it;
- complete with all included parts and accessories; and
- returned in suitable protective packaging.
Proof of purchase, such as your order number or confirmation email, will be required.
Starting a return
To request a return, email:
Please include:
- your full name;
- your order number;
- the reason for the return; and
- photographs of the product where relevant.
Please contact us before sending anything back. Returns sent without first requesting return instructions may not be accepted or may experience delays.
Once your return is approved, we will provide the return instructions and return address.
Change-of-mind returns
You may return HoopFish™ within the 30-day return period if you change your mind.
The customer is normally responsible for return postage where the product is not faulty, damaged, incorrect or materially misdescribed.
The product must be returned securely. We recommend using a tracked delivery service and keeping proof of postage.
UK customers buying online also normally have a legal right to cancel their order within 14 days after delivery without giving a reason. Our 30-day return period gives customers additional time beyond that minimum cancellation period.
Condition of returned products
You may inspect HoopFish™ as you would reasonably inspect a product in a physical shop.
We may reduce a refund where the product has:
- been used beyond what is necessary to inspect it;
- been installed in a way that causes visible wear or damage;
- been damaged through misuse or improper handling;
- been returned with missing parts; or
- not been packaged securely for return.
This does not affect your rights where the product is faulty, damaged, incorrect or not as described.
Faulty, damaged or incorrect products
Please inspect HoopFish™ shortly after delivery.
Contact us as soon as reasonably possible if HoopFish™:
- arrives damaged;
- is faulty;
- is missing components;
- is not the product ordered; or
- is materially different from the product description.
Email createliveit67@gmail.com with your order number and clear photographs or video showing the issue.
Where a product is faulty or incorrect, we will provide an appropriate solution in accordance with applicable consumer law. This may include:
- a replacement;
- replacement parts;
- a repair;
- a partial refund; or
- a full refund.
For faulty goods, UK consumers generally have a short-term right to reject the product within 30 days, provided the legal requirements are met.
HoopFish™ will cover reasonable return costs where the product is confirmed to be faulty, damaged on arrival, incorrect or materially misdescribed.
Non-returnable situations
A return may be refused where:
- the return request is made more than 30 days after delivery, unless statutory rights apply;
- the product has been damaged through misuse, neglect or improper installation;
- parts or accessories are missing;
- the product has been modified;
- normal wear and tear is the only issue;
- the item was damaged after delivery by the customer; or
- proof of purchase cannot be provided.
Nothing in this policy limits your legal rights concerning faulty, unsafe or misdescribed goods.
Cancellations before dispatch
To request an order cancellation, contact:
Please contact us as soon as possible after placing the order.
We will try to cancel the order before processing or dispatch, but cancellation cannot be guaranteed once the order has entered fulfilment.
If the order has already been dispatched, you may need to wait for delivery and follow the standard return process.
Refused and unclaimed deliveries
Please do not refuse delivery without contacting us first.
A refused or unclaimed parcel may be returned to the sender. Any reasonable return-delivery charges may be deducted from the refund unless the parcel was refused because it was visibly damaged or incorrectly supplied.
Return shipping
For change-of-mind returns, the customer is responsible for:
- arranging the return;
- paying the return-delivery cost;
- packaging the product securely; and
- keeping proof of postage.
HoopFish™ is not responsible for returned parcels that are lost or damaged before reaching the provided return address.
Do not send returns to the address printed on the original parcel unless we specifically confirm that address as the correct return location.
Refund inspections
Once a return is received, it will be inspected.
We will email you to confirm whether the return has been approved or whether further information is required.
Refunds are normally issued to the original payment method. We cannot normally send a refund to a different card, bank account or payment method.
Refund times
Approved refunds will be processed without undue delay.
UK rules generally require qualifying refunds to be issued within 14 days of receiving the returned goods or receiving evidence that the goods were sent back, depending on the circumstances.
After a refund is issued, your bank or payment provider may take additional time to display the funds in your account.
Original delivery charges will be refunded where required by law. Any refund of delivery charges may be limited to the cost of the least expensive standard delivery option offered.
Exchanges
We do not currently offer direct exchanges.
The simplest way to receive a different product is to return the original order, where eligible, and place a new order separately.
For incorrect or faulty products, contact us before placing another order so we can provide the appropriate solution.
Late or missing refunds
If an approved refund has not appeared:
- Check your bank or payment account again.
- Contact your card provider or payment service.
- Allow for their standard processing period.
- Contact createliveit67@gmail.com if the refund still cannot be located.
Promotional and discounted orders
Products purchased during promotions or with discount codes remain eligible for returns under this policy.
Any refund will be based on the amount actually paid by the customer after discounts.
Complimentary gifts included with an order may also need to be returned where the main product is returned for a full refund.
Contact
For returns, refunds or cancellation requests, contact:
HoopFish™
Email: createliveit67@gmail.com
Website: hoopfish.com