Hoopi Buyer Protection Policy
At Hoopi, we are committed to providing a safe and secure shopping experience for all of our users. We understand the importance of trust in our community, and our Buyer Protection Policy is designed to ensure that every purchase on Hoopi is protected. If an issue arises with a purchase, our Buyer Protection Policy is here to help you resolve it.
1. What is Covered?
Hoopi’s Buyer Protection Policy covers the following situations:
- Items Not Received: If you purchase an item and it does not arrive.
- Incomplete Items Received: If you purchase multiple items and one or more items is missing, you are eligible for a partial refund.
- Items Not as Described or Incorrect: If the item you receive is significantly different or incorrect from the seller's description (e.g., wrong item, wrong condition, missing parts, counterfeit), condition, or photos listed.
- Damaged Items: If the item arrives damaged, you may be eligible for a refund or replacement, depending on the situation.
- Defective/Faulty Items: If the item received is defective, it doesn't work or expire.
2. Eligibility Criteria
To be eligible for Buyer Protection, you must:
- Complete the transaction through Hoopi’s platform.
- Report the issue within the specified timeframe (within 3 days of receiving the item).
- Provide supporting documentation, such as videos and photos of the item and any communication with the seller.
Note: It's advisable for all buyers to take a video of the unboxing of the parcel received to help their dispute resolution to have solid evidence.
3. Refund Request Time Frames:
Except as specifically set out, refund requests for:
- Orders received must be submitted within 48-hours of receiving the order.
- Orders not shipped must be submitted within 3 days of placing the order.
If the refund request is made outside of the refund time frames outlined above, the request may be denied.
Extention & Exceptions to Refund Request Time Frames:
- Orders Mark As Received: If your item is marked as delivered, but you have not received it, you must contact support within 2 days so that we can investigate the situation. Hoopi will not be held liable for any package marked as received by you, and any refunds provided are solely at the discretion of Hoopi on a case-by-case basis.
- Counterfeit Claims and Authentication: To ensure we handle counterfeit claims quickly, we require buyers to submit their refund request for an item suspected of being counterfeit within 7 days of receiving their order (regardless of category or item).
- Integrated Grading Orders: Delivery times for orders with integrated grading purchased vary on a number of factors, including the level of grading service purchased. When an item is purchased with integrated grading, you have 7 days from when the item is delivered to you after grading to request a refund for any issues.
- Natural Disasters: Extensions may be offered to buyers and sellers in locations where delays due to natural disasters, natural emergencies, labor strikes or governmental acts are ongoing.
4. How to File a Claim (Refund & Dispute)
If you encounter an issue with your purchase, follow the steps in the
Dispute Resolution Policy to file a claim. Upon a claim is submitted, Hoopi will mediate the dispute or claim. Both buyer and seller accept that the decision by Hoopi is final.
5. Exclusions
Hoopi’s Buyer Protection Policy does not cover:
- Change of Mind: If you decide you no longer want the item after receiving it, this is not covered under Buyer Protection.
- Unauthorized Purchases: Purchases made outside of Hoopi’s platform or transactions not completed through our payment system are not covered.
- Items Received After the Deadline: If you fail to report an issue within the designated timeframe (3 days after receipt), you may not be eligible for protection.
- Orders with Grading Services: Purchases with PSA grading and other recognised grading companies are ineligible for a refund unless the item was lost or damaged in transit between the seller and grading company, or grading company and the buyer; or grading company could not grade the item, in which case the item will be sent to you and the charge for grading service will be refunded.
- Refusing Delivery: Refusing delivery of your purchase does not qualify your order for a refund.
- Payment Chargebacks: Orders in which the payment for the order has been disputed with your bank or payment method.
- Potential Fraudulent abuse of policy: Buyers that exhibit indications of refund and/or return fraud, abuse of policy, violate Hoopi policies or detected by Hoopi's AI fraud as fraudulent users and/or behaviour, maybe be refused refunds. Accounts that have action taken against their account may also be refused a refund. Hoopi reserved the full discretion of any determination of potential abuse or fraud.
- Incorrect Item Returned to Hoopi: Buyers will not be eligible for a refund if you return an incorrect item. Hoopi will not compensate or return incorrect items. Please check the items when packing your return.
- Incorrect Item Returned to Seller: Buyer has to make necessary arrangements with Seller to correct the mistake of incorrect item returned to seller.
- Off platform transactions: Any transactions that occur off Hoopi are not eligible for a refund.
6. Dispute Resolution
If a buyer and seller cannot reach an agreement, Hoopi’s customer support team will mediate the dispute. Our decision on the matter will be final.
7. Refund Amount
If your return request falls within one of the eligible issues listed above and you submit the request within the applicable refund timeframe, you are entitled to receive a full refund on your order, including taxes (if applicable), with one exception:
- If you reach an agreement with Hoopi for a partial refund for any reason, that partial refund amount is based on the subtotal of the purchase amount and is final. Hoopi will not consider additional refund requests related to that order.
8. Protecting Our Community
Hoopi is committed to maintaining a trustworthy marketplace. Sellers who repeatedly violate our policies or engage in fraudulent behavior will face account suspension or termination. Buyers who misuse the Buyer Protection Policy to obtain undue refunds or returns will also be subject to account review.
8. How We Protect You
- Secure Transactions: All transactions on Hoopi are conducted through our secure payment system, ensuring that your payment information is protected.
- Verified Sellers: Hoopi works to ensure that sellers are vetted and meet our high standards for quality and authenticity.
9. Contact Us
If you have any questions or need assistance with a claim, Hoopi’s customer support team is here to help. Please contact us through the Help Center or email us at
help@hoopi.xyz.
This Buyer Protection Policy is designed to provide clarity and assurance to Hoopi users, ensuring that their purchases are protected and that they can shop with confidence.