1. Global Request Orders

Items purchased through Global Requests are not eligible for return or exchange, except in the following cases:

• The item is damaged upon delivery.
• The wrong item was received.
• The item arrives in poor or defective condition

Required Proof

To process any claim, customers must:

1. Record a clear, unedited video while opening the package upon delivery.
2. Ensure the video starts before the package is opened and clearly shows the shipping label and the condition of the item.
3. Submit the video to our Customer Service team immediately after receiving the order.

Claims submitted without a valid unboxing video may not be eligible for approval

2. Return & Exchange Eligibility

For eligible orders (excluding Global Request orders), customers may request a return or exchange within 14 days of receiving the order if:

• The item is defective.
• The wrong item was delivered.
• The item is damaged.
• The received item does not match the order.

Returned items must:

• Be unused and in their original condition.
• Include all original packaging, tags, accessories, and documentation.

Items showing signs of use, customer damage, or missing components may not be accepted.

3. Return & Exchange Process

1. Contact Customer Service and submit your request.
2. Provide all required details and supporting evidence (including the unboxing video when applicable).
3. Once approved, instructions for returning the item will be provided.
4. Returned items will be inspected upon arrival.

Processing Time

• Return inspection and approval: 2–5 business days after the item is received at our facility

4. Refund Policy

Once the returned item passes inspection and the return is approved, the refund will be processed according to the original payment method.

Credit/Debit Card Payments

• Refunds will be issued to the original payment method.
• It may take up to 7 business days for the refund to appear in your bank account or card statement, depending on your bank.

Cash on Delivery (COD)

Refunds can be issued through one of the following methods:

• Bank Transfer
• Mobile Wallet
• Hoods Wallet Credit

If you choose Hoods Wallet Credit, the refund amount will be available within 24 hours after approval.

5. Non-Returnable & Non-Exchangeable Items

The following items are not eligible for return or exchange:

• Global Request orders (except in cases of damage, defects, incorrect items, or poor condition upon delivery).
• Items returned after the 14-day return period.
• Items that have been used, altered, washed, or damaged by the customer.
• Items returned without original packaging, tags, accessories, or documentation.

6. Contact Us

For any return, exchange, or refund inquiries, please contact our Customer Service team through the Hoods app or official support channels.