CANCELLATION, RETURN, REPLACEMENT & REFUND

These policies are designed to ensure smooth and prompt resolution for unexpected or undesired situations you may encounter in connection with your purchase on the Site. It is important to note that specific conditions for return and replacement of the purchased items are subject to the representations and warranties provided by the Sellers in the product's description and we normally cannot extend them except for where legal provisions guarantee you more favorable terms than those suggested by the Seller.

CANCELLATION

The option of cancellation of your purchase is available from the moment of purchase and before the purchase is out for delivery. At this stage, you may cancel your purchase without any reason and no explanation is required.

Once the purchase is out for delivery, you should also be able to cancel the transaction. However, you may be required to provide the reasons for your cancellation and await the Seller’s approval for your request, it may especially be important when you purchased a tailored product and the Seller has commenced its preparation.

Once the Product has been handed to a courier and the transaction is now out for delivery you can only cancel the purchase if the delivery is delayed for more than 10 days of the estimated delivery date notified or in any case the delivery is not completed within 30 days of the purchase date. Otherwise, you should wait until the Product is delivered to you and then proceed with Return or Replacement as will be explained below.

After your cancellation request has been approved, you shall be notified via your Account, e-mail or you will receive a message informing you of the transaction is cancelled.

RETURN AND REPLACEMENT

There may be various reasons why you can be unhappy with a purchased item, including that the product does not meet your personal expectations or, in some cases, it even may be faulty and/or defective. The reason behind your return or replacement request is very important for us as it will help us to understand your situation and assist you in the most efficient way.

Compulsory Return/Replacement

We will ensure that your return or replacement request is satisfied in the instances where:

• the product you received is not that you ordered;
• the product you received does not correspond to the Product description on the Site;
• the product does not meet its specifications alleged in the accompanying documentation;
• the product has a manufacturing defect; or
• the product you received is damaged.

You are expected to check the delivered Product and immediately notify us of any discrepancies or defects in the Product, which are identifiable on the visual inspection, within 3 days of it has been delivered. In circumstances, this term may be extended for up to 14 days. However, unreasonable delay in notifying us of the issue with the Product may lead to the impossibility for us to ensure the genuinity of your claim and consequently lead to its rejection. We also reserve the right to request audio-visual evidence of the issue with the product.

Where the defect or malfunctioning of the Product appears after 14 days of delivery, your replacement will be in accordance with Warranty conditions provided by the Seller.

Free Return/Replacement

The Seller may also validate the free Replacement and Return Policy within 14 days of delivery of the product to you. The Seller is deemed to accept 14 days return policy by default unless another return policy is specifically indicated in the Product description. You will be eligible for such return/replacement irrespective of whether the reason for replacement is attributed to a faulty, defective, nonconforming product or just resulting from your change of preferences.

The Free Return/Replacement is only possible when: 

• the returned Product is unused and in the original packaging;
• the returned Product includes all accompanying certificates and documentation; and
• all original tags and labels are at their places and undamaged.

For the avoidance of doubts, any products that were resized, altered, or otherwise damaged after delivery, will not be accepted under Free Return/Replacement Policy.

No Return Products

It is important to remember that certain products are not subject to a replacement nor return if they are falling under the following categories: food, beverages, household goods, digital books, swimwear, hosiery, jewellery, underwear, socks, health, contact lenses, hygiene-related, and personal care products and certain baby products (e.g. tethers, diapers, hygiene tissues, feeding-related products) music, video and video games. This list is not exhaustive and the product may be classified as one of the above even if it is not clearly mentioned therein.

REFUND

You are entitled to refund the paid amount in the following events:

• the purchase transaction has been cancelled in accordance with the Cancellation procedure above;
• the Product you received has been returned in accordance with the Return procedure;
• the Product meets the Return or Replacement conditions (such as the product you received is not that you ordered, does not correspond to the description, does not meet its specifications, and so on) and the Seller fails to collect it for replacement within 10 days of your claim;
• the product you received is not that you ordered or does not correspond to the Product description on the Site and by any reason, either you or the Seller does not agree on replacement;
• the Product has a defect or that can’t be repaired;
• the Product was repaired three times and the same defect reappears and the Product cannot be replaced or replacement is not reasonable.

In every return or replacement and refund case, the product shall be collected from you and inspected in our facilities. It may take up to 10 days to inspect the Product and decide on the subsequent refund. Once our inspection is complete, we shall inform you whether the return of the product meets the requirements set out in the proceeding sections and the terms of a refund.

You can follow the refund status in your Account and shall be notified over e-mail or by other means of communication as you may choose at your convenience.

The total term of refund shall not take longer than 7 (seven) - 14 (fourteen) business days after your refund request has been approved.

You may apply for a Return, Replacement, or Refund for the purchased Product at any moment via the dashboard in your Account or by clicking here.

For any questions, guidance, and assistance in regard to the Cancellation, Return, Replacement, and Refund issues please contact us at contact@hoot.ae