Returns and Exchange Policy

Customer Service

Returns, Exchanges & Warranty

Clear information about returns, refunds, exchanges, warranty service and shipping costs.

Return Window

Request within 7 days.

If you wish to return an eligible item, please contact THE HOOD Customer Service within 7 days from the date the order is confirmed as received. All returns require prior approval. Please do not send any item back before receiving return instructions from us.

Please provide your order number, the item(s) concerned, the reason for return, and clear photos or videos where a product issue is claimed.
Return Eligibility

Before sending anything back.

Return Condition

Approved returned items must remain in their original condition, without signs of use, washing, alteration or damage, and should include all accessories, tags and original product packaging where applicable. All returned items are subject to inspection upon receipt.

Final Sale Items

Sale, clearance, promotional-priced, made-to-order, DIY and personalized items are not eligible for return or exchange unless the item is confirmed to be defective or an incorrect item was supplied.

Shipping & Refunds

Who pays the shipping costs?

Non-defective returns

If a return is accepted for a reason that is not a confirmed manufacturing or product quality defect — including change of mind, personal preference, colour, appearance or feel not meeting personal expectations, ordering the wrong model, or other non-defective reasons:

  • The original outbound shipping and handling charges are non-refundable.
  • The customer is responsible for the cost of returning the item to THE HOOD.
  • Return shipping costs will not be reimbursed.
  • Only the eligible amount actually paid for the returned product will be refunded.

Confirmed manufacturing or product quality issue

If THE HOOD confirms, after reviewing the evidence and/or physically inspecting the returned item, that the product has a manufacturing or product quality defect, we will handle the case under the applicable warranty or defective-product procedure.

  • THE HOOD may arrange a replacement, repair, refund or other appropriate resolution depending on the circumstances.
  • Where a return is required, THE HOOD will cover or reimburse reasonable and necessary standard trackable return shipping costs.
  • A valid shipping receipt and tracking information may be required for reimbursement.
  • Express, priority or other additional shipping charges will not be reimbursed unless approved by THE HOOD in advance.
Important: Reporting a product issue does not by itself confirm that a manufacturing or quality defect exists. Final handling of shipping costs will be based on THE HOOD's review and, where necessary, physical inspection of the returned product.
Return Process

How to request a return.

1

Contact Customer Service

2

Await Approval

3

Return the Item

4

Inspection

5

Refund or Resolution

Return shipping must be prepaid. COD returns are not accepted. We recommend using a reasonably priced trackable shipping service and retaining the shipping receipt and tracking number.
Return Address

Approved returns only.

THE HOOD Limited
Room 1206, Good Harvest Industrial Building
9 Tsun Wen Road, Tuen Mun
New Territories, Hong Kong
Tel: +852 3996 7147

Please obtain return approval from THE HOOD Customer Service before sending any item. Unauthorized returns may not be accepted or processed.
Refunds

How refunds are processed.

Eligible Refund Amount

Approved refunds will be credited to the original payment method. For non-defective returns, only the eligible amount actually paid for the returned product will be refunded. Original outbound shipping, handling charges and return shipping costs are non-refundable.

Processing

Refunds are processed after the returned item has been received, inspected and approved. The time required for the funds to appear in your account may vary depending on your bank, card issuer or payment provider. Telegraphic transfer refunds may incur a non-refundable administrative fee.

Warranty

180 / 365-day warranty service.

The 180 / 365-day warranty applies only to eligible phone cases, tablet / iPad covers and MacBook protective cases. Electronic products follow the warranty terms stated on the product page or product packaging.

Eligible Products

Eligible products purchased from THE HOOD official website are covered during the applicable warranty period.

One-Time Exchange

Each eligible product may receive a one-time free exchange within the applicable warranty period for a confirmed covered quality issue or covered damage.

Replacement Value

If the original product is discontinued or unavailable, THE HOOD may arrange a replacement of equivalent value.

Warranty Does Not Cover

  • Discounted, clearance and designated promotional items.
  • Screen protectors, lens protectors and rhinestone camera lens protectors.
  • AirPods cases, Switch cases and phone straps.
  • Pattern fading, normal wear and tear, material aging or scratches.
  • Improper use or exposure to corrosive liquids.
  • Accidental loss, theft, intentional damage or other incidents.

Warranty Notes

  • Employee-discount purchases are not covered.
  • Warranty service applies only to eligible purchases from THE HOOD official website.
  • Mobile phones, tablets and other non-THE HOOD products are not covered.
  • A claimed defect may require photos, videos and/or return of the product for physical inspection before approval.
Warranty Process

How to apply for warranty service.

1

Contact Service

2

Provide Evidence

3

Review & Inspection

4

Resolution

Please provide your order number, product details, contact information and clear photos or videos showing the issue. If a physical inspection is required, return instructions will be provided.
Undeliverable Orders

Returned to sender.

Orders returned as undeliverable due to an incomplete or incorrect address, failed delivery, refusal, incomplete local customs requirements, unpaid recipient charges, or other circumstances not caused by THE HOOD will not be automatically re-shipped. Where a refund is applicable after the parcel is returned and inspected, applicable costs may be deducted.

  • Original shipping fee
  • Handling fee
  • Applicable return or logistics charges
  • Applicable restocking fee
  • HK$30 restocking fee per parcel for applicable Hong Kong orders
  • 15% restocking fee for other applicable orders

Free Gifts

Where an order includes a free gift, the gift must also be returned with the main item. If it is not returned, THE HOOD reserves the right to deduct its retail value from the refund.

Important Information

Whether an issue qualifies as a manufacturing or product quality defect will be determined from the information provided and/or inspection of the returned product. THE HOOD will handle return, exchange, refund and warranty requests according to the actual condition of the product, order information, supporting evidence, this policy and applicable consumer protection requirements.

Returns & Exchange

Need help with your order?

Please contact THE HOOD Customer Service with your order number, product details and relevant photos or videos where applicable.