Returns

No purr? Then return it.

Here you will find all the information about returns: how to register a return, the applicable deadline, the conditions and how the refund works.

Try for 30 days - free returns

At Hoopo®, we believe that you and your cat should be truly happy with your purchase. That's why we let you try products at home for 30 days. Doesn't it suit your cat or your interior after all? No problem - returning it is very easy and completely free.

In short: how returns work

  • Free returns within the valid return period using our return label.
  • 30-day cooling-off period: notify us within 30 days of receiving your order that you wish to withdraw. After notifying us of your withdrawal, you have another 14 days to return the products to us
  • Return complete & clean: Products must be complete and clean.
  • Quick and easy: register online, print/use the label and drop off your package.

Ready? Start your return

Return procedure (step by step)

  1. Check the product
    The item may have been viewed/tried, but please return it complete and, where applicable, clean. 
  2. Transport damage?
    Take clear photos of the defect, the packaging (damage) and the shipping label and email them to hello@hoopo.eu.
  3. Register your return
    Use our online return portal and receive your prepaid return label.
  4. Shipping
    Pack the product securely, attach the label to the box and drop it off at the designated point.
  5. Confirmation & refund
    Once your return has been processed, you will receive a confirmation, followed by your refund.

Right of withdrawal (30 days)

You have the right to withdraw from the agreement without giving any reason within 30 days of receiving your order. Within this period, you can let us know that you wish to exercise your right of withdrawal. After notifying us of your withdrawal, you have another 14 days to return the products to us. Use the registration form to easily register your return.

Consequences of withdrawal & refunds

  • After withdrawal, you will receive a refund of all payments you have made, including the standard delivery costs for the outbound shipment (any additional costs resulting from a more expensive shipping method are excluded).
  • We will refund you using the same payment method you used to pay, unless otherwise agreed.
  • We may wait to issue a refund until we have received the goods and they have been processed by our warehouse.
  • You must return or hand over the goods without undue delay and within 30 days of notifying us of your withdrawal.

Return costs: Returns are free with our return label. If you choose your own shipping method, any additional costs are your responsibility.

Return address

Straver Logistics (attn. Hoopo)
Coenecoop 595
2741 PT Waddinxveen
The Netherlands

Exceptions & diminished value

You may assess products as you would in a physical store. Use that beyond what is necessary may result in diminished value for which you are liable.

You are only liable for any diminished value of the goods resulting from handling the goods beyond what is necessary to establish their nature, characteristics and functioning.

For customers in the Netherlands, Belgium and Germany , returns are free.
For all other countries, return costs are your responsibility. During the return process, the exact costs for each country will appear automatically.

Warranty

All items are covered by statutory warranty: a product must do what you can reasonably expect from it.
Is your product defective? Email us at hello@hoopo.eu and follow our instructions; we’ll be happy to help you further.

Deliveries outside the EU

For deliveries outside the EU, import duties, taxes and customs fees may be due in the destination country. These costs are the responsibility of the recipient and will not be reimbursed in the event of cancellation or return.

Complaints

Do you have a complaint about our products or service? Email hello@hoopo.eu. You will receive a substantive response within 14 days.
Not satisfied with how your complaint was handled? Submit your complaint to the Thuiswinkel Disputes Committee, Postbus 90600, 2509 LP Den Haag (see www.sgc.nl).

Questions? We're here to help via hello@hoopo.eu.

Exchanges

Would you like to exchange an item for a different color/variant? Place a new order and send the original item free of charge back via our return process. This way, you will receive your new product as quickly as possible and the stock will remain reserved for you.

Estimated timing & refund

  • Register your return: directly via our online return process.
  • Shipping: on average 1–5 business days (depending on the carrier).
  • Return processing: usually within 2–3 business days after receipt.
  • Refund: within 14 days at the latest after your withdrawal notification; usually sooner once your return has been processed. The refund will be issued via the same payment method.

Checklist before you return

  • Product complete and, if applicable, clean. 
  • Have your order number ready.
  • Use protective packaging.
  • Return label clearly readable on the outside.

You can also use the European model withdrawal form to let us know that you are withdrawing from the purchase. However, using this form is not mandatory.
Download the European model withdrawal form.

Need more help? Email us at hello@hoopo.eu — we're happy to help.