Refund policy
Return Policy
At The Hoops Factory, we want you to be completely satisfied with your purchase. Please review our return policy below:
14-Day Return Policy
You have 14 days from the date you receive your item to request a return.
To be eligible for a return, the item must be:
- In the same condition that you received it
- Unworn or unused
- With tags attached
- In its original packaging
- Accompanied by the receipt or proof of purchase
To initiate a return, please contact us at shop@thehoopsfactory.com.au. Returns must be sent to the following address: 292 South Street, Hilton, Western Australia, 6163
If your return is approved, we will provide a return shipping label along with instructions on how and where to send your package. Items returned without prior approval will not be accepted.
For any return-related inquiries, contact us at shop@thehoopsfactory.com.au.
Damages and Issues
Please inspect your order upon receipt and contact us immediately if your item is defective, damaged, or incorrect. We will assess the issue and work to resolve it promptly.
Exceptions / Non-Returnable Items
Certain items cannot be returned, including:
- Custom products (e.g., personalized items, special orders)
- Sale items and gift cards
Only The Hoops Factory merchandise is eligible for returns. If you have any concerns regarding the return eligibility of your item, please reach out to us.
Exchanges
If you wish to exchange an item, the fastest way is to return the original item. Once your return is accepted, you can make a separate purchase for the new item.
Refunds
Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.
Approved refunds will be processed back to your original payment method within 10 business days.
Please note that bank and credit card processing times may affect when the refund appears in your account.
If more than 15 business days have passed since your refund approval, contact us at shop@thehoopsfactory.com.au.
For any further questions, feel free to contact our customer service team at shop@thehoopsfactory.com.au. We appreciate your business and look forward to seeing you on the court!