Complaints and returns
Report damage, a defect or an incorrect delivery first through the contact form. Do not return goods without being asked: after review we will tell you whether a return is needed and how to send it.
1. Report the case
State your order or invoice number, the affected item, when you noticed the issue and how you believe it may have occurred.
2. Attach suitable photos
- clear overall photo of the item
- close-up of the affected area
- for suspected transport damage, photos of the outer packaging and visible marks on the parcel
3. Wait for our reply
Some cases can be assessed from photos; others require the complete item to be returned. Wait for the specific instructions.
4. Return only as instructed
If a return is required, send the complete item with its accessories and requested reference. A return label is not automatically supplied. Cancellation returns are generally at your expense; for damage or defects, the route is specified after review.
Damage during use or transport
Collisions or drops against walls, floors, furniture, asphalt or other hard surfaces can cause damage. Such damage from use is generally not a product defect. Transport damage is assessed using photos of the item and packaging.
Incorrect or unrelated item
An item not belonging to your order or not supplied by Hoopomania cannot be refunded as a regular Hoopomania return. Return only the goods specifically assigned to the case.
Return address
Hoopomania GmbH
Käthe-Paulus-Str. 1
85092 Kösching
Germany