Cancellation, Return & Refund Policy
Please read our cancellation, return, and refund policy carefully to ensure you can proceed with your order as smoothly as possible.
If for some reason you have decided to cancel your order, based on the following scenarios, these conditions may apply:
1. Payment made but merchandise has not been shipped - you may be required to pay a payment processing related fee between 4-6%.
2. Payment made and merchandised shipped & en route - you may be required to pay for the shipping fee and 10% re-shelf/cancellation fee. You may also have to pay for the returning shipping fee. We do not offer shipment "call back" assistance.
3. Payment made, merchandise received, and request a return within 7 days - you may be required to pay for the shipping fee, 10% re-shelf/cancellation fee and returning shipping fee.
For more information about returning a merchandise, please refer to the "Returns" and other sections on this page.
If for some reason you are dissatisfied or regret with the purchase, you may request a return within 7 days from the date shipment is delivered. To qualify as a valid return, the merchandise original package MUST be unopened, in fully intact and original state with all protected material, as well as all Hope Le and branded tag. This includes all packaging material, free gifts, product card, invoice, and other related sales documents.
To request a return, please contact us via email. Our customer service will assist you and follow up on the request.
Please note that we reserve the rights to refuse a return (and refund) if the product package is opened and/or altered from its original condition in any way.
To return a merchandise, you MUST contact our customer service via email to obtain a Return Material Authorization (RMA) number for your specific request. Once we have approved the return and you have obtained an RMA number from us, you are required to write the RMA number on the return package surface CLEARLY and in BOLD.
Any return item and package without a valid, assigned RMA number will not be entertained and will refused upon arrival at Hope Le.
You are required to pay for the return shipping charge.
Defect & Quality Control
Before your order is shipped to you, each order is checked and examined by our checkers and packers.
If you have received an item that is damaged or has manufacturing defective, please contact our customer service immediately or within 15 days from the date of delivery. Besides proof of original purchase information, you may be asked to provide related short videos and/or photos to help us understand the situation. We may also ask you to mail back the item for further examination or processing if deems necessary. With the information and material provided, we will try the best we can to help you resolve the problem. We thank you in advance for the time and assistance provided.
All successfully returned items will be credited to the original payment method or, if desired, added as Hope Le store credit on the account used to purchase the item(s). The original shipping charges will not be refunded. We also will not bear responsibility for any custom duty and sales taxes incurred. Please note that refunds can take up to 10 working days to show on your account due to varying processing times between payment providers. If your refund is being processed as Hope Le store credit, this will show on your account as soon as your refund is processed.
We do not offer exchange service. If you would like an alternative item, you must return the original item at your own expense and place a new order. To return an item, please read the "Returns" section on this page.
Late Return and Defect Request
Unfortunately, if a return request is requested after 7 days of arrival, we will have to decline your request. Also, any defect request that is requested after 15 days of arrival, we will have to decline your request. We sincerely apologize for your inconvenience.
At Hope Le, we pride ourselves in providing top quality products that are carefully packed and inspected by our experienced staff before shipped.
Given, if we noticed your account has a high return rate, we may de-activate your account, so we find out more about what happened. You may be contacted by us if it is deemed a necessary action to learn more about you and your needs. We hope this can help resolve the issues with you.
If you require additional assistance or clarification, please feel free to contact us.
HOPE LE HOBBIES