Refund policy

Returns & Refund Policy

At HOOHLU, we take immense pride in the craftsmanship of our sculptural vessels and artisanal decor. Should your acquisition not entirely meet your expectations, our client concierge is here to assist you.

1. Return Window & Eligibility We accept returns and exchanges for both defective and non-defective products within 30 days of the delivery date.

  • Condition: We accept returns for items that are new and slightly used.

  • Exchanges: We gladly accept product exchanges. Please contact our concierge to arrange your exchange.

2. Return Process, Fees & Address To initiate a return or exchange, please utilize the return shipping label that is included in your original package.

  • Return Method: All returns must be facilitated by mail.

  • Return Shipping Cost: The return shipping label is provided free of charge.

  • Restocking Fee: Complimentary (No restocking fee applied).

  • Return Address: Please direct all authorized returns to our London studio: HOOHLU NETWORK TECHNOLOGY LIMITED, Suite 2171, 5 Brayford Square, London, England, E1 0SG, United Kingdom.

3. Damaged or Defective Items (Break-Free Guarantee) Given the fragile nature of porcelain and glass, we unconditionally accept returns for defective or damaged products.

If your item arrives damaged, please contact us at service@hoohlu.com within 48 hours of delivery, attaching clear photographs of the damaged vessel and packaging. We will evaluate the issue and provide a free replacement or a full refund.

4. Exceptions & Non-Returnable Items Please note that custom-commissioned pieces, personalised items, and gift cards cannot be returned.

5. Order Cancellations We process dispatch orders efficiently. You may request an order cancellation or modification at any time until the item has been officially fulfilled and dispatched. Once shipped, orders must proceed through our standard 30-day return process.

6. Refund Processing Timeline Once we receive and inspect your returned item by mail, we will notify you of the approval status. If approved, you will be automatically refunded on your original payment method.

  • Timeline: Please allow a refund processing time of 15 days for your financial institution to process and post the funds to your account.

7. Client Concierge & Corporate Identity Should you require any assistance regarding your return, please reach out to our dedicated team.

Client Services Email: service@hoohlu.com

Tel: +44 7783994786

(Monday to Friday, 9:00 am - 5:00 pm GMT)

Please allow 24 hours for our team to thoughtfully respond to your enquiries.

Corporate Entity & Studio

HOOHLU NETWORK TECHNOLOGY LIMITED

Suite 2171, 5 Brayford Square

London, England, E1 0SG, United Kingdom