Hopetopic Refund and Returns Policy

Effective Date: December 4, 2024

At Hopetopic, we take pride in offering high-quality plush bears to our customers. We want to ensure that you are completely satisfied with your purchase. If for any reason you are not happy with the product you received, we offer a comprehensive and customer-friendly Refund and Returns Policy to make your experience as seamless as possible.

Please carefully read our policy below, which outlines the steps to return an item and request a refund, as well as the criteria and conditions that apply. By purchasing from Hopetopic, you agree to comply with the terms of this policy.

1. Return Eligibility

We want to ensure that your shopping experience with Hopetopic is as smooth as possible. You can return any item purchased from our website if it meets the following conditions:

• The item must be unused, in new and resalable condition.
• The item must be in its original packaging, including any tags, boxes, and accessories.
• The return request must be initiated within 30 days from the date you received your order.

Items that have been used, altered, or damaged after delivery are not eligible for a return. Items that are marked as final sale or non-returnable at the time of purchase cannot be returned or refunded.

2. How to Initiate a Return

To initiate a return, please follow the steps below:

• Step 1: Contact Us
  Please reach out to our customer service team via email at info@hopetopic.click or call us at (307-621-0431). You will need to provide your order number, the name on the order, and a brief explanation of why you would like to return the item.

• Step 2: Return Authorization
  Once we receive your return request, our customer service team will review it and, if eligible, provide you with a Return Authorization Number (RAN). You will also receive detailed instructions on how to send the item back to us. Please note that returns will only be processed once a Return Authorization Number has been issued.

• Step 3: Package and Ship
  Please carefully package the item(s) you wish to return to prevent any damage during transit. Ensure that the Return Authorization Number is clearly visible on the outside of the package. You are responsible for the return shipping cost unless the return is due to a defect or mistake on our part.

We recommend using a trackable shipping service or purchasing shipping insurance for your return package, as we cannot guarantee that we will receive your returned item.

3. Return Shipping Costs

• Customer-Funded Returns
  If you are returning the item for reasons such as a change of mind, wrong size, or other non-defective issues, you will be responsible for the return shipping costs.

• Defective or Incorrect Items
  If the return is due to a defective item, or if you received the wrong product, we will cover the return shipping costs. In this case, we will send you a prepaid return shipping label. Please contact us promptly upon receiving a defective or incorrect item to receive the return label.

4. Refund Process

Once we receive your returned item and verify that it meets our return policy requirements, we will process your refund. Please allow 7-10 business days for the refund to be issued after we have received and inspected your returned item.

• Refund Method
  Refunds will be issued to the original payment method used for the purchase. If you used a credit or debit card, the refund will appear on your card within a few business days, depending on your card issuer’s policies. If you paid via PayPal or another online payment system, your refund will be processed through that same method.

• Partial Refunds
  In certain situations, partial refunds may be issued based on the condition of the returned item. If an item is returned in a used, damaged, or altered condition, or if it is missing accessories, a partial refund may be provided, or the return may be rejected.

5. Exchanges

Currently, Hopetopic does not offer direct exchanges. If you wish to exchange an item for a different product, you will need to return the original item for a refund and then place a new order for the item you would like. Please contact our customer service team if you need assistance with this process.

6. Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or incorrect, we sincerely apologize for any inconvenience. In such cases, we will offer you a full refund or a replacement free of charge. Please follow these steps if you receive a defective or incorrect item:

• Step 1: Contact Us Immediately
  Please contact us within 7 days of receiving the damaged or incorrect item. Provide your order number, a description of the issue, and photographs of the damage or incorrect product. You can reach us by email at info@hopetopic.click or call (307-621-0431).

• Step 2: Return the Item
  After we review your case, we will send you a prepaid return shipping label to send the item back to us. We will arrange for the replacement item to be shipped to you immediately after receiving the returned product, or issue a full refund to your original payment method.

7. Non-Returnable Items

Some items are non-returnable due to hygiene or other concerns. These items will be clearly indicated as final sale on the product page or at checkout. These items include, but are not limited to:

• Items that have been personalized or customized.
• Products that have been opened, used, or altered.
• Clearance or discounted items that are marked as non-returnable.

Please ensure you review product details carefully before completing your purchase to avoid any confusion regarding return eligibility.

8. Gift Returns

If you received a Hopetopic product as a gift and wish to return it, we will be happy to offer you store credit for the value of the returned item. To initiate a return for a gift, please follow the standard return procedure and provide the necessary details of the gift purchase. Store credit will be issued in the form of an online gift card, which you can use for future purchases on our website.

9. Return Policy for International Orders

For international customers, the return policy is the same as for domestic orders, with the following exceptions:

• Return Shipping Costs: International customers are responsible for the return shipping fees, as well as any customs duties or taxes that may apply.
• Processing Time: Returns from international locations may take longer to process due to customs clearance and shipping delays.

We encourage international customers to reach out to us before placing an order if they have any questions regarding our return policy or shipping procedures.

10. Contact Us

If you have any questions or concerns regarding our Refund and Returns Policy, or if you need assistance with a return or refund, please do not hesitate to contact us:

• Email: info@hopetopic.click
• Phone: (307-621-0431)
• Mailing Address: 18 Meadowvale Rd, Burlington, Massachusetts (MA)

Thank you for shopping with Hopetopic! We are dedicated to providing you with exceptional products and service, and we aim to make your return or refund process as convenient and hassle-free as possible.