Refund policy
Refund and Returns Policy
We want you to be happy with your HoopHamper. If it is not right for you, you have 30 days from the day your order arrives to request a return.
How to start a return
Email us at contact@luinvo.com with your order number and the reason for the return. We will reply with the return address and step by step instructions. Please do not send anything back before contacting us, as returns sent without an approved request cannot be accepted.
Condition of returned items
To be accepted, the item must come back unused and in its original packaging, with all parts included: the backboard, rim, mesh bag and both door hooks. Please include your order number or proof of purchase in the parcel.
Return shipping
If the item is faulty, damaged in transit, or we sent you the wrong thing, we cover the return shipping and there is nothing for you to pay. If you are returning for any other reason, such as changing your mind, the return shipping is yours to arrange and pay for. Original shipping charges are not refunded on change of mind returns.
Damaged, faulty or wrong items
Please check your order as soon as it arrives. If anything is damaged, defective or incorrect, email contact@luinvo.com within 7 days with a photo of the item and the packaging. We will replace it or refund you in full, whichever you prefer, and you will not pay return shipping.
Cancellations
If you need to cancel, email us as soon as possible. We can usually cancel before your order is dispatched. Once it has shipped, we will treat it as a return under the terms above.
Exchanges
The quickest way to exchange is to return the item you have and place a new order once your return is approved.
Refunds
Once your return arrives and we have checked it, we will email you to confirm whether the refund is approved. Approved refunds go back to your original payment method within 10 business days. Your bank or card provider may take a few days more to post it. If 15 business days have passed since we approved your refund and you still have not seen it, email contact@luinvo.com and we will chase it.
Items we cannot refund
Gift cards cannot be returned or refunded.