Refund & Exchange

Updated:  June 20, 2026

We hope you love your purchase. But if not, it is also understandable that you want a refund. You can return the item within 15 days after the package is delivered.

Return Fee
Ordinary
The return is at your cost.
HOOOYI PLUS
United states: Free Returns
Germany: Free Returns
The other countries: 50% of return cost is covered by HOOOYI.

How to become a HOOOYI PLUS? Click here to join us.

Conditions:
A. Please make sure that all the item(s) are unworn, unwashed, and in the original packaging with all tags attached. Any items that appear to have been worn, washed, or altered in any way will not qualify for a refund.
B. The original shipping cost (if any) is non-refundable.
C. Please make sure the order is still within the return window.
D. It is not an exchanged order.

Supplement:
A. If your order has been shipped and is still in transit, we are unable to issue a refund unless your package is deemed lost by us.
B. Please note that HOOOYI is not responsible for delivery failures due to negligent actions of customers. Negligent actions include, but not limited to, refusal to accept delivery and incorrect/incomplete consignee information (e.g. order address, contact number, consignee name). In such cases, we may be unable to issue a refund.
C. If the order is an exchanged order, you will not be able to request a refund.

How to return?
1. Log in to the Returns Center.
2. Select the item you want to return. Select the return reason and upload supporting images if required.
3. Select a solution.
4. Select the return method, then Submit.

After submitting the return request, you will receive a notification email.

How to ship the item(s) back?
A. If a return label is provided: Please log in to the returns center or find the request review email. Download and print out the shipping label. And then pack the items, go to the post office and ship it to our U.S. warehouse / German warehouse.
B. If a return label is not provided: You can choose any carrier. Pack the return items and ship it to our U.S. warehouse / German warehouse. Please do send us the tracking number after you ship the package, which is the key information for us to identify your order. If you do not choose tracking service, please send us your return receipt so that we can match your package in other ways.
Please do not send your return to the sender's address on your package. This is not the return address and will affect the processing of your return.

Where is my refund?
We typically require 1–7 business days to process your package after it is delivered to our warehouse. After we process the package, it may take an additional 7–14 business days for your refund to appear on your account, depending on the payment method you used.
A. Credit or Debit Card: The refund will be credited on your account within 7-14 days. Please contact your card-issuing bank for details on when the refund will be credited on your account.
B. PayPal: The refund will be credited to your account within 1-7 days.
C. Store Credit: The refund will be credited to your account immediately.

If you want to exchange item(s), please click here.

Need help with your return or refund? Just email us at hi@hoooyi.com and we’ll be happy to help.