Refund policy

At HOOG, we stand behind the outstanding quality of our products. We offer a comprehensive, consumer-centric 30-Day Return and Refund Policy with absolutely Free Return Shipping for all customers within the United States.

1. Return Window and Eligibility

You have exactly 30 calendar days from the date your tracking status shows as "Delivered" to request a return. To qualify for a full refund, your item must meet the following criteria:

  • The product must be unused, unwashed, and in the same pristine condition in which you received it.
  • The item must be in its original manufacturer packaging, including all tags, manuals, protective inserts, and bundled accessories.

2. Absolutely Free Return Shipping — No Restocking Fees

We believe in total transparency. There are zero restocking fees or return penalties. HOOG covers 100% of the return transit costs. Upon approval of your return request, we will provide you with a pre-paid printable shipping label via email at no cost to you.

3. Step-by-Step Return Process

  1. Initiate the Request: Email our dedicated support department at support@hoog.shop. Please include your exact Order Number (e.g., #HOOG1001) and a brief statement explaining the reason for the return.
  2. Receive Your Prepaid Label: Within 24–48 hours, our support team will issue a pre-paid U.S. postal carrier shipping label and explicit packing instructions.
  3. Package and Drop Off: Securely place the item into its original packaging, affix the pre-paid label to the exterior of the box, and drop it off at the designated carrier location.

4. Refund Processing Timeline (10-Day Policy)

Once your returned package is delivered to our fulfillment verification facility, it will undergo a mandatory physical inspection within 2 business days to confirm eligibility.

Mandatory Processing Window: Following the quality check, your refund will be formally approved and executed back to your original payment method (e.g., the original credit card or digital wallet used). We guarantee that all refunds are processed within 10 business days from the receipt of the returned item.

Please note that banking institutions and credit card issuers may require an additional 2–5 business days to post the credited funds to your available balance.

5. Damaged, Defective, or Incorrect Items

Please inspect your order immediately upon delivery. If an item arrives broken, defective, or incorrect, contact us at support@hoog.shop within 48 hours of delivery with photographic evidence. We will fast-track an immediate replacement or issue a full refund, covering all associated logistical costs.

6. Legal Return Address

All returns must utilize our authorized pre-paid labels to route correctly. For corporate compliance documentation, our registered business facility address is:

HOOG Returns Department
60 Ida St, Sans Souci, NSW, 2219, Australia