Returns, Refunds, and Exchanges
Please read our policy carefully before making a purchase.
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.
Products
Once your package arrives, we ask that you inspect your hoop immediately to make sure it is exactly what you ordered.
If you wish to report an issue or request an exchange, please email team@hoopflo.com with your order number, a description of the issue/request, and clear images of the item received.
Items must be returned undamaged in the same packaging in which they were delivered, and all ancillary items and the hoop bag must be included. Please coil the hoop inside the hoop bag before packaging.
Free return shipping labels are provided for India-based customers only at this time.
Exchanges are subject to product availability. Size or colour changes are not guaranteed.
Defective Merchandise Refund & Replacement
An item is considered defective if it arrives damaged, incomplete, or unusable for its intended purpose.
Suspected defective merchandise must not be used and must be reported within 24 hours of delivery. 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.
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.
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, and 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.
Incorrect Product Exchange
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.
Size or Colour Exchange
If you wish to exchange your hoop for a different size or colour, please email team@hoopflo.com within 7 days of delivery, including your order number, product details, and the size or colour you would like to exchange for.
To be eligible for exchange the hoop must be unused and in perfect condition. There must be no scratches, dents, wear, or modifications. Once the item reaches Hoop Flo and passes inspection, the exchange will be processed.
Additional shipping costs will apply for preference-based exchanges.