Refund policy

Returns & Refund Policy

At HOOHLU, we take pride in the quality and craftsmanship of our artisanal decor. We want you to love your new piece. If you are not completely satisfied, we are here to help.

1. Damaged or Defective Items (Break-Free Guarantee)

Please inspect your order upon reception.
Given the fragile nature of porcelain and glass, accidents can occasionally happen during transit.

  • What to do: If your item arrives damaged, defective, or if you receive the wrong item, please contact us immediately at service@hoohlu.com.

  • Proof: Please attach a photo of the damaged item and the packaging within 48 hours of delivery.

  • Resolution: We will evaluate the issue and make it right by offering a free replacement or a full refund. In most cases of breakage, you do not need to return the broken pieces to us.

2. 30-Day Return Policy (Change of Mind)

If you simply change your mind, we accept returns within 30 days of receiving your item.

  • Eligibility: To be eligible for a return, your item must be in the same condition that you received it: unworn/unused, with tags, and in its original protective packaging.

  • Process: To start a return, you can contact us at service@hoohlu.com. If your return is accepted, we will send you instructions on how and where to send your package.

  • Shipping Cost: For non-quality related returns (e.g., changed mind), the customer is responsible for the return shipping costs. Items sent back to us without first requesting a return will not be accepted.

3. Exceptions / Non-returnable items

Please note that certain types of items cannot be returned:

  • Custom products (such as special orders or personalized items).

  • Gift cards.

  • Sale items (Only regular priced items may be refunded, unfortunately, sale items cannot be refunded unless defective).

4. Order Cancellations

We aim to process orders quickly. If you need to cancel or modify your order, please contact us within 12 hours of placing it.

  • If the order has not been shipped, we will cancel it and issue a full refund.

  • If the order has already been shipped, we cannot cancel it. You will need to wait for the item to arrive and then proceed with the return process.

5. Refunds

We will notify you once we’ve received and inspected your return.

  • Approval: If approved, you’ll be automatically refunded on your original payment method.

  • Timeline: Please remember it can take some time (usually 5-10 business days) for your bank or credit card company to process and post the refund.