Returns and Exchange

We hope you’re delighted with your purchase on THE HOOD’s official website (www.thehoodproduction.com).
If you wish to return your item(s), you may request a return within 7 days (counting from the first day of the system’s confirmed receipt, if applicable). Before sending any products back to us, please ensure all the following conditions have been met.

WHAT IS THE HOOD’S RETURN AND EXCHANGE POLICY?

In most cases, products purchased on The Hood’s official website cannot be returned or exchanged, except for items that arrive damaged, incorrect, or faulty.

Please Note: The following items are not eligible for return or exchange:

Sale, clearance, and promotional-priced items, which are non-returnable, non-refundable, and non-exchangeable.
Made-to-Order, DIY, and personalized items, which are final sale and cannot be returned.

Each item undergoes a quality check before dispatch to ensure it reaches you in perfect condition. The customer will generally bear shipment costs for exchanges, unless the exchange is due to quality issues, in which case the charges will be waived, and products will be resent using the original shipping method.

Returned items must be in their original condition, unused, unworn, and unwashed, with all tags and original packaging intact. Products will be inspected upon receipt.

WHAT IS THE RETURN PROCESS?

Eligible returns of products purchased on thehoodproduction.com may be made by mail. If you need to return item(s), please apply for a return via email within 7 days (counting from the first day of the system’s confirmed receipt) of receiving the product(s).

Return Address:

The Hood Limited

Room 1206, Good Harvest Building,

No. 9 Chun Wan Road, N.T.,

Hong Kong

Return Steps:

Apply for Return: Please send an email to our Customer Service with your order number, the item(s) you wish to return, the reason for the return, and clear photos of any defects, if applicable.
Await Approval: Our Customer Service team will review your return request and, once approved, will provide the return address and relevant instructions.
Return the Item: Carefully repackage the item(s) in the original packaging and return it to the specified address following the provided instructions.
Return Processing: After inspecting the returned item(s), we will notify you of the outcome of your exchange or refund request.

Note: Free gifts must be returned with the main items. If the free gift is not returned, its retail value will be deducted from the refund amount. Free gifts and redemption items are non-refundable.

Shipping Fees: Return shipping fees must be prepaid. COD returns are not accepted.

THE HOOD 90-Day Warranty Service Terms and Conditions

THE HOOD Warranty Policy Details:

This 90-day warranty applies only to phone cases, tablet/iPad covers, and MacBook protective cases. For electronic items like portable chargers and wireless charging stands, warranty terms follow those specified on the product packaging.
The 90-day warranty service does not apply to the following items: discounted items, clearance merchandise, promotional-priced items, screen protectors, lens protectors, rhinestone camera len protector, AirPods cases, and phone straps, which are not covered.
The 90-day warranty does not cover damages from pattern fading, normal wear and tear, aging, accidental or intentional damage, scratches, or damage from wiping with corrosive liquids or improper use. It also excludes losses from theft, accidental loss, or any other incidents. Such cases are not eligible for returns, exchanges, or refunds.
Each product is eligible for a one-time replacement within the 90-day warranty period. (If the replacement product is found defective upon receipt, further assistance will be provided.)
Products purchased with THE HOOD employee discount are not covered under this warranty.
This service applies exclusively to products purchased on THE HOOD’s official website (www.thehoodproduction.com). Other items, such as mobile phones or tablets, are not covered.
Shipping or courier fees are non-refundable.
If the original product is discontinued or out of stock, a replacement of equivalent value will be arranged.

HOW DO I APPLY FOR THE 90-DAY WARRANTY?

If your item qualifies under The Hood’s 90-Day Warranty, you may request a replacement by following these steps:

Contact Customer Service: Send an email to our Customer Service team within 90 days of receiving your product. Make sure to include your order number, product details, and contact information.
Provide Details and Proof: Describe the issue with the product and include clear photos or videos as evidence of the defect or damage covered under warranty.
Review and Approval: Our Customer Service team will review your application and notify you via email regarding the approval or rejection of the warranty claim.
Return the Product: If approved, you’ll receive instructions for returning the item to The Hood for verification.
Replacement Processing: Once we receive and inspect the returned item, we’ll process a one-time replacement for your product. You’ll be notified via email once the replacement has been shipped.

Please Note: Shipping fees for warranty-related returns are generally covered by the customer unless the issue is deemed a quality defect. In such cases, shipping charges will be waived, and the replacement will be sent via the original shipping method.

WHAT IS THE REFUND POLICY?

Approved refunds will be processed within 1 to 2 weeks and credited to the original payment method. Items that do not meet our return or exchange criteria are ineligible for refunds, and The Hood Limited shall not bear responsibility for returning these items to customers.

Please note that original shipping and handling fees are non-refundable, and only the total value of the eligible products will be refunded.

Refunds via telegraphic transfer will incur a non-refundable administrative fee. For payments via Direct Deposit, refunds will be issued by cheque in HKD.

WHAT HAPPENS IF MY ORDER IS UNDELIVERABLE?

In cases where orders are returned to us as undeliverable (due to incorrect address, failed delivery attempts, refusal to pay tax, or inability to make import declarations), they cannot be re-shipped. A refund will be issued, deducting the original shipping fee, handling fee, and a 15% restocking fee. (In Hong Kong, a restocking fee of HK$30 will be deducted per parcel.)

The re-shipping fee is based on the original shipping method used for your purchase.

FINAL DECISION IN CASE OF DISPUTE

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

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