Refund policy

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

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.

Some items are exempt from being returned:

  • Gift cards
  • Discounted products

To complete your return, we require a receipt or proof of purchase.

There are certain situations where only partial refunds are granted.

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 we will get in touch within a certain amount of days for the details.

LATE OR MISSING REFUNDS

If you haven’t received a refund within the time that we announced, please wait 48h and check your bank account again. Some bank deposits can take more time to process than others depending on the bank.

If you still have not received your refund after this, please contact us at hello(at)hootli.lu - we’re here to help!

SALE ITEMS

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

EXCHANGES

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at orders(at)hootli.lu and send your item to:
Hootli
27b, Grand-Rue
Entry D
3926 Mondercange
Luxembourg

GIFTS

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

SHIPPING

To return your product, you should mail your product to:
Hootli
27b, Grand-Rue
Entry D
3926 Mondercange
Luxembourg

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 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.

If you are shipping an item, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.