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Returns and Exchange

We hope you’re delighted with your purchase on the The Hood Production website. 

If you wish to return your item(s), you may request a return for your item(s) within 7 days (counting from the first day of the system’s confirmed receipt, if applicable). Before sending any products back to us, please make sure that all of the following conditions have been correctly satisfied.

WHAT IS THE HOOD’S RETURN AND EXCHANGE POLICY?

In most cases, all products purchased at The Hood Production’s website cannot be returned or exchanged. Only damaged/wrong/faulty products can be returned for exchange. In the event of any dispute, thehoodproduction.com’s decision shall be final and conclusive.

We’re sorry, but we DO NOT ACCEPT return/exchange of certain products, including: “All sale, clearance and promotional-priced items are nonreturnable, nonrefundable and non-exchangeable. Made to Order, DIY and personalized items are final sale and cannot be returned.”

All items are checked for quality before dispatch. Whilst we use our best efforts to ensure that the product is delivered to you in a perfect condition, the product may be damaged in the delivery process. All shipment costs involved in the exchange process will be borne by the customer. If the exchange is related to quality issues, such charges will be waived  and the product(s) will be resent by the original shipping method. 

In all cases, the items returned must be in their original condition, unused, unworn and unwashed with all the tags and the original packaging. The products will be inspected once received.

 

WHAT IS THE RETURN PROCESS?

Eligible returns of products purchased on thehoodproduction.com may be made by mail or in store. If you need to return the 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).

 

WHERE SHOULD I SEND MY RETURN?

The Hood Limited, Room1206, 

Good Harvest Building, 

No 9 Chun Wan Road., N.T. 

Hong Kong

 

HOW DO I SHIP MY RETURN?

Step 1: Click Contact Us and apply for a return via email

Step 2: Indicate your order number, the product(s) you wish to return, the reason for the return and your contact information

Step 3: Attach supporting photos of the damaged/wrong/faulty product(s) in the email

Step 4: You will be notified your application has been approved via email after our Customer Service Team reviews your application

Step 5: Return the product(s) in original packaging and unused condition and The Hood confirmation email printed version* for further checking by our staff and process

Step 6: Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your exchange/refund.

If there is any free gift in the order, it must be sent together with the order for the return and refund process. If the free gift is not returned, the retail amount of the gift will be deducted from the refund amount. No refund or exchange for free gift and redemption items.

Please note that all return shipping fees must be prepaid and COD returns are not accepted.

 

WHAT IS THE REFUND POLICY?

If your application is approved, refunds will be credited to the original purchaser’s method of payment, within 1 to 2 weeks. All non-returnable items will neither receive a refund nor return to you. The original shipping and handling fees with the return will not be refunded. We can only refund the total value of the products. 

Telegraphic transfer for refund transaction shall incur a non-refundable administration fee. We will not bear any bank charge under each transaction. A cash refund is not available under thehoodproduction.com. For payment by using Direct Deposit, a refund will be issued by cheque in Hong Kong dollars.

 

WHAT HAPPENS IF MY ORDER IS UNDELIVERABLE?

In some cases, orders that are returned to us as undeliverable (due to an incorrect address including PO box or hotel address, failed delivery attempts, refusal to pay tax, or unable to make import declarations) are not able to be re-shipped. If this happens, we will issue you a refund by deducting the original shipping fee, handling fee, and 15% of the value of the purchased products as a restocking fee. (In Hong Kong, for the return of undeliverable items, the original shipping fee, handling fee, and a restocking fee of HK$30 for each parcel will be deducted from your refund.) 

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