Returns & Refund

Order Cancellation 

At HOOBRO, we are pleased to accommodate order cancellations as long as the order has not yet been shipped. If your order is canceled, the refund will be processed back to the original payment method used for the purchase. 
 
Please note that cancellations cannot be processed once the order has been dispatched. To avoid any inconvenience, please contact us promptly if you need to cancel your order prior to shipment.

Returns (If Applicable) 

We offer a convenient 30-day return policy. Within 30 days of receiving your order, you may contact our customer service team to submit a return request. Please note that customized orders or products are not eligible for the 30-day return policy. 
 
Returned items must be in their original condition, unused, and include all original packaging. Our customer service team will provide the return address for you to send back the items. 
 
If you receive a damaged package, please retain the original packaging and take photos of both the package and the damaged item.

Contact us within one week via email at hoobro.connect@outlook.com to report the issue. Our team will work to resolve the matter as quickly as possible.We are committed to ensuring your satisfaction with our products and offer a transparent return and refund process. Please read the following terms carefully to understand your rights and obligations.

1. Eligibility for Returns and Refunds

We offer return and refund services under specific conditions:

1.1 Product Damage or Defects

Damaged but still usable products: If you receive a damaged but still usable product, we will offer a partial refund as compensation. The specific refund amount will be determined by our after-sales team based on the extent of the damage after verification.

Damaged and unusable products: If the received product is severely damaged and unusable, you have two options: a full refund;

a free replacement of the same product, with all shipping costs borne by us.

1.2 Returns for Non-Quality Issues (No-Reason Returns)

We only accept returns for non-quality issues that meet the following conditions:

The product is unopened and in its original packaging;

The product is in good condition and does not affect resale;

The return request is submitted within the specified time (see Section 3).

2. Return Process

For returns or refunds, please strictly follow these steps:

Contact Email: hoobro.connect@outlook.com

Please provide your order number, product name, a detailed description of the problem (if damaged, please provide photos/videos of the product), and your desired solution (refund or exchange).

Waiting for Confirmation and Return Address: Our after-sales team will reply to your email within 1 business day. After communication and agreement to return the product, we will send the official return address to your registered email address. Please do not send the product to the original warehouse address or any other unconfirmed address—returns sent to the wrong address may not be processed.

Packaging and Shipping: Please pack the product properly (preferably in its original packaging) and affix a return label (if applicable, please check our confirmation email). Send the product to the designated return address and retain the tracking number/shipping number for future reference.

Product Inspection and Solution Implementation: Upon receiving the returned product, our team will inspect its condition. We will then process a refund or send a replacement product according to your request.

3. Return Period

For damaged/defective products: There is no strict time limit for reporting returns, but we recommend submitting a return request within 7 days of receiving the product to ensure timely processing.

For products without quality issues (no-reason returns): We only accept return requests submitted within 30 days of receiving the product. Requests submitted after this period will not be accepted.

4. Refund Processing

Refund Time: Once your return request is approved and the product is verified, we will initiate the refund process within 1-2 business days. You will receive your refund within 7 calendar days. The refund amount will be returned to your original payment account; the exact arrival time depends on the processing speed of your payment service provider (credit card company, PayPal, etc.).

Refund Method: The refund will be returned through your original payment method. We cannot refund to other accounts.

5. Shipping and Service Fees

Return Shipping Costs: For damaged/defective products: All return shipping costs are borne by us. You can provide our after-sales team with the shipping label to apply for reimbursement, or we will arrange prepaid shipping labels for you.

For returns not due to quality issues (no-reason returns): Return shipping costs will be borne by you and will not be reimbursed.

Service Fees: Under the above-mentioned conditions, we do not charge any return and refund service fees, restocking fees, or handling fees.

6. Important Notes

Return Address Confirmation: Each return address is unique and will be sent to you via email after your return application is approved. Sending to an unconfirmed address may result in lost packages, for which we are not responsible.

Proof of Damage: For damaged products, please provide clear photos or videos showing the damage and the overall condition of the product to expedite the application review process.

Non-Returnable Items: Customized products or items marked "Final Sale" are not eligible for return or refund unless damaged or defective.

7. Contact Us

For any questions, concerns, or assistance regarding returns and refunds, please contact hoobro.connect@outlook.com.

Our after-sales team is available Monday through Friday (9:00 AM to 5:00 PM Pacific Time).