Return and Exchange Policy
Return and exchange rules on hoka.in.ua
At Hoka, we strive to provide you with only the best service and quality products. In case you need to return or exchange an item, we provide a simple and transparent return and exchange procedure to make your purchase as convenient as possible.
1. Return and exchange conditions
We accept returns or exchanges of goods if the following conditions are met:
- The item has not been used and all original labels, packaging and presentation are preserved.
- Returns or exchanges are made within 14 days of receipt of the goods.
- To return a product, you must provide a sales receipt or other document confirming the purchase.
2. How to return the goods?
If you want to return an item, please follow these steps:
- Please contact our customer service by phone or email to notify us of your wish to return the item.
- Please pack the item in its original packaging and send it back to our store stating the reason for return.
- After receiving the goods, we will check its condition and, if everything meets our conditions, we will refund the money to your account.
3. How to exchange an item?
If you want to exchange an item, please follow these steps:
- Contact us and let us know about your desired exchange.
- We will offer you an exchange for a product of the same or different size/model (depending on availability).
- Please send the item for exchange with the original packaging and tags, as well as the sales receipt.
- Once we receive your item, we will process your exchange as soon as possible.
4. Exceptions
We do not accept returns or exchanges for the following items:
- Products that have been used (used or damaged).
- Products with damaged packaging, no labels or signs of use.
- Special orders or products manufactured to individual customer requirements.
5. Return cost
Return of goods is carried out at the expense of the buyer, unless the goods are defective or do not correspond to the order.
6. Refunds
Refunds for goods are made to the same payment method that was used for payment. The refund process takes from 5 to 10 business days after receiving the goods.
7. Exchange policy in case of defects
If the product is defective or does not match your order, we offer a free exchange or refund. In such cases, the return shipping is at the company's expense.
8. Contact information
If you have any questions or problems with the return or exchange of goods, please contact us through the contact details provided on the site. Our support service is always ready to help you.
We are always ready to help you with the return or exchange of goods, so that the shopping process is convenient and safe for our customers.