Return & Refund Policy

1. Order Change or Cancellation

We support customers in changing or cancelling their orders. Specifically:

Timeline: You have 8 hours from the time you place your order to make changes (such as quantity, shipping address) or to cancel it.

Method: Please send an email to [email protected] with your request to change or cancel the order.

For successful cancellations, we will refund the order value to your original payment method. The actual time it takes to receive your money will depend on your bank or payment service, which can take approximately 1–5 business days.

2. Accepted Cases for Return/Refund

We only accept returns or refunds if the error is on our end. This includes:

  • Incorrect product or quantity delivered.
  • Defective tote bag products (e.g., torn, smudged, faded, or peeling prints).
  • Product received is not as described on our website.
  • Orders lost or misplaced during shipping.

3. Unaccepted Cases for Return/Refund

In addition to the accepted cases, we also have conditions under which customers are not eligible for a return or refund:

  • The tote bag has been used or washed.
  • The product is damaged due to customer actions.
  • You have a change of mind, no longer need the product, or simply do not like it.
  • Furthermore, any request for a return or refund submitted more than 30 days after the delivery date will not be processed.

4. Conditions and Timeline

To be eligible for a return or refund, you must meet the following conditions and deadlines:

  • First, the order must fall into one of our accepted cases for return or refund (as detailed in section 2).
  • Second, the product must be unused and have its original tags intact.
  • Third, after meeting the first two conditions, you must submit your request to us within 30 days from the date you received the order.

5. Return Shipping Costs

We do not require you to return a defective item; you are free to keep it or donate it. Therefore, there are no return shipping costs for you to worry about.

6. Return/Refund Process

a. For the Customer

Once you've confirmed that your order meets the conditions and timeline above, please send your request to [email protected] with the following information:

  • Your full name as it appears on the order.
  • Your order number.
  • A detailed description of the issue you encountered.
  • At least two photos or a video clearly showing the product's condition.

Note on photos/videos:

The images or video must focus on the defective area you described, be clear, and avoid being blurry or broken. Please include photos of both the front and back of the product.

After submitting your request, please allow 1–2 business days for us to process and respond.

b. For Hovoshop

Upon receiving your request, we will process and verify its validity. During this time, we may contact you to request additional information for verification. Once the request has been verified, we will respond with the result and offer you two solutions (a replacement order or a refund) for you to choose from. Please note that you must respond to our email within 8 hours. If we do not receive your choice within this timeframe, we will prioritize sending you a new replacement order. 

Details on the two solutions:

New replacement order: We will send you a new order (identical to your original one) if it is still in stock. We will cover the shipping costs.

Refund: You will receive a full refund of the amount you paid for the order (including shipping costs) to your original payment method. The actual time it takes to receive the money is approximately 1–3 business days for PayPal and 3–5 business days for credit/debit cards.

7. General Notes

You must provide us with a correct and complete shipping address. We are not responsible for any orders that cannot be delivered due to an inaccurate address.

If you refuse to accept a delivery, we will issue a refund to you (minus two-way shipping costs).

8. Support

We are always ready to assist you and answer any questions you may have regarding our return and refund policy. If you have any questions or need support, please contact us via the form on our Contact Us page or send an email to [email protected].