Returns

No purr? Then return.

Here you will find all information about returns: how to register a return, within what period this is possible, what the conditions are, and how refunds work.

30 days to try – free returns

At Hoopo® we believe that you and your cat should be truly happy with your purchase. That's why we allow you to try products at home for 30 days. If it doesn't suit your cat or your interior? No problem – returning is very easy and completely free.

In short: how returns work

  • Free returns within the valid return period with our return label.
  • 30-day cooling-off period: notify us within 30 days of receipt that you wish to withdraw. After registering the return, it must arrive at our warehouse within 14 days.
  • Return complete & clean: Products must be complete and clean; Tofu bags and canned food may only be returned unopened (sealed) and in undamaged packaging.
  • Quickly arranged: register online, print/use the label, drop off your package.

Ready? Start your return

Return procedure (step-by-step)

  1. Check the product
    The item may have been viewed/tried, but please return it complete and – where applicable – clean. Tofu bags and cans of food may only be returned in unopened packaging.
  2. Transit damage?
    Take clear photos of the defect, the packaging (damage), and the shipping label and email them to hello@hoopo.eu.
  3. Register your return
    Use our online return flow and receive your prepaid return label.
  4. Shipment
    Pack the product securely, stick the label on the box, and drop it off at the designated point.
  5. Confirmation & refund
    Once your return has been processed, you will receive a confirmation and your refund will follow.

Right of withdrawal (30 days)

You have the right to withdraw from the agreement without giving reasons within 30 days of receiving your order. After registering the return, it must arrive at our warehouse within 14 days. Use the registration form to easily register your return.

Consequences of withdrawal & refund

  • After withdrawal, you will receive back all payments you have made, including the standard delivery costs for the original shipment (any additional costs due to a more expensive shipping method are excluded).
  • We will refund using the same payment method you used, unless otherwise agreed.
  • We may wait to refund until we have received the goods and they have been processed by our warehouse.
  • You must return or hand over the goods without undue delay and within 30 days of your withdrawal notification.

Return costs: Returns are free with our return label. If you choose your own shipping method, any additional costs are at your own expense.

Return address

Monta (t.a.v. Hoopo)
Zoete Inval 4
4815 HK Breda
Netherlands

Exceptions & depreciation

You may assess products as you would in a physical store. Use that goes beyond what is necessary can lead to depreciation for which you are liable.

For customers in the Netherlands, Belgium, and Germany, returns are free.
For all other countries, return costs are at your own expense. During the return process, the exact costs per country will automatically appear.

Warranty

All items are subject to statutory warranty: a product must do what you can reasonably expect of it.
Do you have a defect? Email us at hello@hoopo.eu and follow our instructions; we are happy to help you further.

Deliveries outside the EU

For deliveries outside the EU, import duties, taxes, and customs fees may be due in the destination country. These costs are for the recipient's account and are not reimbursed in case of cancellation or return.

Complaints

Do you have a complaint about our products or service? Email hello@hoopo.eu. You will receive a substantive response within 14 days.
Not satisfied with the handling? Submit your complaint to the Geschillencommissie Thuiswinkel (Disputes Committee for Home Shopping), Postbus 90600, 2509 LP Den Haag (see sgc.nl).

Questions? We are here for you via hello@hoopo.eu.

Exchanging (swapping)

Would you like to exchange an item for a different color/variant? Place a new order and return the original item for free via our return procedure. This way you will receive your new product the fastest and the stock will remain reserved for you.

Time indication & refund

  • Registering a return: directly via our online return flow.
  • Transport: average 1–5 business days (depending on the carrier).
  • Processing return: usually within 2–3 business days of receipt.
  • Refund: within 14 days at the latest after your withdrawal notification; usually faster once your return has been processed. The refund will appear via the same payment method.

Checklist before returning

  • Product complete and, if applicable, clean.
  • Tofu bags and cans of food unopened.
  • Order number handy.
  • Use protective packaging.
  • Return label clearly legible on the outside.

Still need help? Email us at hello@hoopo.eu — we are happy to help.