Overview of Refund Process

At Hoopi, we prioritize customer satisfaction by offering a streamlined refund process for eligible cases. Here's how the refund process works:

Steps for Refund Processing:

1. Customer Inquiry: Buyers must provide image and/or video proof of their claim when initiating a refund request.
2. Update Refund List: Hoopi cross-checks the request details and verifies the claim.
3. Submit Request: Refund requests are officially submitted for review.

Main Reasons for Refund Requests:

• Items Not Received
• Incomplete Items Received
• Items Not as Described or Incorrect
• Damaged Items
• Defective/Faulty Items

4. Approval Process: Hoopi reviews refund requests within 1-2 business days.
5. Processing: If approved, the refund will be processed securely by the FIUU team using verified payment gateways.
6. Refund Completion: Funds will be reflected to registered bank account.
7. Withdrawal Request: Buyers can request withdrawal, which takes 3 working days to transfer the funds to their bank account.

Refund Period by Payment Method

• Online Banking: Refunds processed within 7 working days.
• E-Wallets (Duitnow, TnG, etc.): Refunds processed within 3 working days.
• FIUU Cash Payment (7-Eleven, Speedmart, etc.): Refunds processed within 7-14 working day.

Note: Refund processing time includes Hoopi's internal review and the payment provider's timeframe.

Refund Request Time Frames

Refund requests must be submitted within the following timeframes:

• Orders Received: Refund requests must be submitted within 48 hours of receiving the order.
• Orders Not Shipped: Refund requests must be submitted after 7 days of placing the order.

Important: Refund requests made outside these timeframes may be denied.

Dispute Resolution Policy

In cases where disputes arise between buyers and sellers, Hoopi offers mediation to resolve the issue:

Steps to Claim a Refund or Resolve Disputes:

1. Contact the Seller: Reach out to the seller first to resolve the issue amicably.
2. Report to Hoopi: If the seller does not respond, contact Hoopi Customer Support.
3. Provide Documentation: Submit relevant image and video evidence to support your claim.
4. Hoopi Review: Our team will review the dispute and decide the outcome.

Resolution Options:

• Refund: Approved refunds will be issued to the original payment method.
• Replacement: Buyers may receive a replacement item in certain cases.
• Return Shipping: Buyers and sellers should coordinate the return shipping process amicably.

Precautionary Measures for Buyers

To safeguard yourself:

1. Record an unboxing video as evidence of the order's condition upon receipt.
2. Check the seller's store reviews before purchasing.
3. Communicate with the seller for additional information about the item