Returns & Refund Policy

Returns & Refund Policy

This policy covers physical hula hoops bought from the HoopStar Academy shop at
hulahoop.hoopstar.academy/shop.
Class fees, workshops, and course enrolments are not covered here — those follow our
class terms.

The short version

If the hoop isn’t right for your child, tell us within 7 days of delivery and send it back
unused in its original condition. We’ll refund you in full. If we sent the wrong item or it arrived
damaged, we cover everything — including the return courier.

Return window

You may request a return within 7 days of delivery. Requests made after 7 days cannot be accepted.

Condition of returned items

To be eligible, the hoop must be:

  • Unused — not used for practice, indoors or outdoors
  • In its original condition, with the grip tape intact and unmarked
  • Returned in its original packaging where possible

We understand a child may want to try the hoop for size. Holding it, checking the height against
your child, and putting it back is fine. A hoop that has been spun, scuffed, taped over, or used
outdoors is no longer resaleable and cannot be returned.

Who pays for return shipping

  • Change of mind, wrong size chosen, or no longer needed — you arrange and pay for the
    return courier.
  • Item arrived damaged, faulty, or we sent the wrong product — we pay. We will arrange
    the pickup or reimburse your return courier cost. You are never out of pocket for our mistake.

How to start a return

  1. Contact us on WhatsApp or email within 7 days of delivery, with your order number.
  2. If the item is damaged, faulty, or incorrect, send a photo of the item and the packaging.
  3. We’ll confirm your return and give you the return address, or arrange a pickup where we’re
    covering the cost.
  4. Ship the item back and share the tracking details with us.

Please don’t send anything back before contacting us — unannounced returns can’t be traced to
your order, which delays your refund.

Refunds

Once we receive the returned hoop and confirm its condition, we issue your refund within
5–7 business days, to the original payment method used for the order.
Your bank or card issuer may take a few additional days to show the credit.

Because delivery was included free in the price you paid, refunds are for the product price.
Where we are at fault — damage, fault, or a wrong item — you are refunded in full and we bear all
courier costs in both directions.

Replacements and exchanges

If you’d prefer a different size rather than a refund, tell us when you start the return and we’ll
arrange an exchange instead. If the replacement costs more, we’ll share a payment link for the
difference; if it costs less, we refund the difference.

Not sure which size fits your child? Our
hula hoop size chart by age
covers ages 4–16 — worth a look before you order, and we’re happy to advise on WhatsApp.

Order cancellation

You can cancel an order at no cost any time before it is dispatched — contact us as quickly as you
can. Once the parcel has been dispatched, the return process above applies.

Contact us

We respond within 1 business day.

Grievance Officer

In accordance with the Consumer Protection (E-Commerce) Rules, 2020, the details of our
Grievance Officer are below. If a concern about your order is not resolved to your satisfaction
through the contact channels above, you may escalate it here.

We acknowledge every grievance within 48 hours of receiving it, and work to resolve it
within one month of the date it was received.

Last updated: 8 August 2026