Please read our policy carefully before making a purchase.
Products
Once your package arrives, we ask that you inspect your hoop immediately to make sure it is exactly what you ordered.
Defective Merchandise (Returns & Replacements)
An item is considered defective if it arrives damaged, incomplete, or unusable for its intended purpose.
All defective merchandise is reviewed on a case-by-case basis. Minor variations in shape caused by coiling in delivery packaging are normal and not considered defects. Please see our Hoop Care page for more information.
Unused hoops shown to be defective are eligible for a replacement or refund, subject to inspection and availability.
Used hoops will be inspected to determine the cause of damage. If the issue is found to be due to use, handling, or storage by the customer, the item will not be eligible for a refund or replacement.
Suspected defective merchandise must not be used and must be reported within 24 hours of delivery. Please email team@hoopflo.com with your order number, a clear description of the issue, and clear images of the defect.
Damage reported after this period may not be eligible for a refund or replacement, as it cannot be reliably attributed to transit or manufacturing issues.
We offer a full refund or replacement for damaged or defective merchandise, subject to the following terms and conditions:
- No refunds or replacements will be provided for damage caused during use or handling by the customer. This includes, but is not limited to deformation caused by improper coiling; damage to the metal button connector; or scratches, dents, or wear sustained during use.
- The defective item must be returned undamaged beyond the reported issue, and in its original packaging with all items and add-ons included. Please coil the hoop inside the hoop bag before packaging.
- Once the item is received and inspected:
- If the defect is confirmed to be due to manufacturing or transit damage, Hoop Flo will issue a replacement or refund, as appropriate, at no additional cost.
- Replacement hoops will be shipped within 7 days of complaint resolution.
- Replacement hoops will be issued in the same colour and specifications as originally ordered. Colour changes cannot be accommodated. If the exact item is unavailable, we will contact you to offer an alternative solution.
The determination made by Hoop Flo regarding the cause of damage or defect is final and binding.
INCORRECT PRODUCT RECEIVED
If you have received an incorrect product (different from what was ordered), please contact us within 3 days of delivery at team@hoopflo.com with your order number and clear images of the item received.
Incorrect items must be returned undamaged, in their original packaging, and with all items and add-ons included
Once received and inspected, Hoop Flo will replace the product with the correct item at no additional cost.
Learning Programs
All purchases for courses, workshops, and online programs are non-refundable.
In the case of unavoidable circumstances, please reach out to us on team@hoopflo.com or DM us on Instagram (@hoop.flo). At our discretion, we may offer a voucher for the full amount, which can be redeemed toward any program or product on our website.