Refund and Returns Policy
Overview
Our refund and returns policy are specific to the individual products you have purchased from us, for more detail to the specific item please see the listing description.
We do not offer returns on custom or made-to-order products. We strongly recommend contacting us prior to purchase if you have any questions about the products you are interested in to avoid unnecessary issues.
All returns and exchanges must be approved by Vibrant Hoops prior to shipping and customer will be provided an RMA# to include with the return. Returns and exchanges must be post-marked within 7 days of receiving RMA or return label.
Product returns/exchanges that applied our free shipping promotion will be credited after the promotional shipping costs are deducted. For example, if you ordered $100 worth of product and Vibrant Hoops paid for the shipping as part of the promotion, you will receive a refund that reflects a deduction of the restocking fee and the amount Vibrant Hoops paid to ship your order. While you may be exchanging the package, Vibrant Hoops is obligated to pay the shipping company that delivered your original shipment.
Returns and exchanges must follow the following criteria:
All products must be in their original condition (ie. no scratched, dents, kinks or cracks. Product must be unopened and returned in condition suitable for resell. Returns must be postmarked within 7 days of receiving RMA. RMA will be provided by Vibrant Hoops upon notification of intent to return or exchange and agreement to these terms. Product that has been used for display purposes is not considered a defective item and will be listed accordingly. Product that has been sold and gets broken after the sale is not considered defective.
We cannot accept exchanges 30 days after receipt of your order. We cannot accept returns 7 days after receipt of your order. Vibrant Hoops does not sell merchandise on approval. Initial shipping costs are not refundable. Customer is responsible for return shipping to Vibrant Hoops. If you selected our free shipping option, those costs will be deducted from your refund. Customer is responsible for the condition of the items during the return transit. We highly recommend that insurance be purchased with any return shipment.
Upon received return, buyer will receive a coupon code with remaining balance. Balance expires after 90 days.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
- Custom Products
- Made-to-Order items (example: hula hoops from anywhere other than our Ready-to-Ship section of our shop)
- Gift cards
- Downloadable Software Products
- Batteries
To complete your return, we require a receipt or proof of purchase.
Refunds
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 refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7-10 business days of approval.
Late or missing refunds
If you haven’t received a refund after 10 business days, please contact your bank or credit card company, it may take some time before your refund is officially posted.
If after 14 business days, you still have not received your refund and your bank has no indication of incoming funds, please email [email protected] and please be sure to include your name and order number for reference.
Sale items
Clearance and Closeout items are not eligible for return or exchange.
Exchanges
Standard exchange policy conditions:
Products will be subject to a 10% restocking fee for all exchanges, shipping costs are not included in these fees and may be considered additional, separate costs.
Additional exchange policy for custom or made-to-order items:
Exchanges on any custom or made-to-order items will be subject to a restocking 15% fee, shipping costs are not included in these fees and may be considered additional, separate costs. Though we try not to advertise exchanges on custom or made-to-order items, we understand that some things just don’t work out and mistakes do happen sometimes with ordering. Unfortunately, once we have made these items it also becomes much more difficult for us to sell it to the next Cinderella in the market for a size 5.5 glass slipper. That being said; we will have to discount this item in order to ensure we keep our inventory flowing.
Shipping returns
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
We recommend using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Need help?
Contact us at [email protected] for questions related to refunds and returns.