Returns and Exchange Policy

Customer Service

Returns & Exchange

Information about return requests, exchanges, warranty service, refunds, and undeliverable orders.

Return Window

Request within 7 days.

If you wish to return eligible item(s), please apply within 7 days, counted from the first day of the system’s confirmed receipt where applicable. Please confirm all return conditions before sending any product back.

Eligible Returns

In most cases, products purchased on The Hood official website cannot be returned or exchanged unless they arrive damaged, incorrect, or faulty.

Final Sale Items

Sale, clearance, promotional-priced, made-to-order, DIY, and personalized items are final sale and cannot be returned or exchanged.

Return Process

How to request a return.

Eligible returns purchased on thehoodproduction.com may be made by mail after approval.

Apply by Email

Await Approval

Return Item

Inspection

Include your order number, item(s) you wish to return, return reason, and clear photos of defects where applicable. Returned items must be unused, unworn, unwashed, and returned with all tags and original packaging intact.

Return address.

The Hood Limited
Room 1206, Good Harvest Building,
No. 9 Chun Wan Road, N.T.,
Hong Kong

Shipping fees.

Return shipping fees must be prepaid. COD returns are not accepted. Free gifts must be returned with the main items. If a free gift is not returned, its retail value will be deducted from the refund amount.

Warranty

180 / 365-day warranty service.

The 180 / 365-day warranty applies only to phone cases, tablet / iPad covers, and MacBook protective cases. Electronic items follow the warranty terms specified on product packaging.

Covered Items

Phone cases, tablet / iPad covers, and MacBook protective cases purchased from The Hood official website.

One-Time Exchange

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

Replacement Value

If the original product is discontinued or out of stock, a replacement of equivalent value will be arranged.

Not Covered

Discounted, clearance, and promotional-priced items.
Screen protectors, lens protectors, rhinestone camera lens protectors.
AirPods cases, Switch cases, and phone straps.
Pattern fading, normal wear, aging, scratches, improper use, or corrosive liquids.
Theft, accidental loss, intentional damage, or other incidents.

Warranty Notes

Employee discount purchases are not covered.
Only The Hood official website purchases are covered.
Mobile phones, tablets, and non-The Hood items are not covered.
Shipping or courier fees are non-refundable.

Warranty Process

How to apply for warranty.

If your item qualifies under The Hood warranty, request a replacement by following the steps below.

Contact Service

Provide Proof

Review

Replacement

Include your order number, product details, contact information, and clear photos or videos showing the issue. If approved, return instructions will be provided for verification.

Refund policy.

Approved refunds will be processed within 1 to 2 weeks and credited to the original payment method.

Original shipping and handling fees are non-refundable.
Only eligible product value will be refunded.
Items not meeting return criteria are ineligible for refunds.
Telegraphic transfer refunds may incur a non-refundable administrative fee.

Undeliverable orders.

Orders returned as undeliverable cannot be re-shipped. A refund will be issued after deducting applicable costs.

Original shipping fee.
Handling fee.
15% restocking fee.
HK$30 restocking fee per parcel for Hong Kong orders.

Final Decision

Fair and transparent resolution.

In the event of any dispute, The Hood reserves the right to make the final and binding decision. We remain committed to fair and transparent resolutions for a positive customer experience.

Returns & Exchange