Exchange and Returns Policy

On this page, you’ll find all the information about our product return and refund policy.

We offer a 14-day return policy, meaning you have 14 days after receiving your item to request a return.

To be eligible for a return, the item must be in the same condition as when you received it—unused and in its original packaging, including all accessories and manuals. You’ll also need the receipt or proof of purchase.

Note: Personalized products, earrings (for hygienic reasons), gift cards, and gift delivery services are not eligible for return.

How can I return my order?

Here’s how the process works for all products:

  1. Send us an email: Indicate whether you want to exchange or return the item. Let us know which items you’re returning and why.
  2. Request return approval: Contact our customer service to confirm if the return is accepted. Returns without prior approval will not be accepted.
  3. Receive return instructions: Once approved, you’ll receive detailed instructions via email. These include:
    • Return address: You may be asked to return the item to one of our warehouses in Asia. Always follow the instructions to ensure proper processing.
    • Packaging guidelines: Make sure the item is securely packed in its original packaging with all accessories and manuals.
    • Special instructions: If there are specific steps for fragile items, they’ll be included.
  4. Pack the item: Securely pack the product in its original packaging.
  5. Send the package: Ship it to the return address provided by customer service. Follow the instructions carefully.

Note: Returns sent without prior notice or to the wrong address will not be accepted. Koop Hoek is not responsible for items sent to an address not provided by our customer service.

  1. Send the tracking code to our customer service: This helps us monitor the return.

Receipt and Refund:

Once your package is received and inspected (within 3 business days), we’ll refund the returned items via your original payment method.

Important notes:

Exchange and Return Options

You may be eligible for an exchange or return within 14 days of receiving your order. Products must meet our return conditions:

Canceling Placed Orders

You have the right to cancel an order as long as it hasn’t been shipped. Contact our customer service as soon as possible to request cancellation. If the order has already shipped, you can follow the return procedure once received.

Wrong Product Delivered

If you receive the wrong product, contact our customer service. We’ll send the correct item as soon as possible and cover the return shipping for the incorrect product. Follow these steps:

  1. Contact us immediately: Email our customer service with your order number and a brief description of the issue.
  2. Proof of incorrect delivery: Provide clear photos of the wrong product and the shipping label.
  3. Receive return instructions: We’ll guide you through returning the incorrect item. You usually won’t pay for this return.
  4. Send the correct product: Once confirmed, we’ll ship the correct item at no extra cost. If it’s unavailable, we’ll offer a refund or a replacement of equal value.
  5. Follow-up: We’ll keep you updated throughout the process.

Factory Defects or Post-Use Issues (Including Warranty)

If your product has a manufacturing defect or issues arise after use, our warranty may apply. Contact customer service to file a claim. We’ll assess the situation and provide instructions for repair, replacement, or refund.

Refunds

Once we receive your return in good condition, your payment will be refunded to the original method within 3 business days. Note that your bank or credit card provider may take additional time to process and display the refund.

If more than 15 business days have passed since we received your return and you haven’t received a refund, please contact us.

Changes and Updates

This exchange and return policy may be updated without prior notice. Please check this policy regularly for any changes.