Refund policy

30-Day Return Policy

You have 30 days after receiving your item to request a return.

To start a return, please contact us at customerservice@hopopro.com with your order number or proof of purchase and the reason for your return.

Return Eligibility

For non-defective returns, items must meet all of the following conditions:

Be unused and uninstalled, with no scratches, damage, stains, or signs of use.
Include all original accessories, components, and any included filter cartridges. Filter cartridges must be unused.
Be returned in the original, intact packaging, including all protective foam inserts and packing materials.
Be securely packed to help prevent damage during return shipping.

Before your return is approved, please provide clear photos showing:

The exterior and condition of the original product box.
The product, including its surfaces and connection points.
All included accessories, components, and filter cartridges, if applicable.
The items packed inside the box with the protective inserts in place.

Please use the reference image below as a packing guide. Return all items and accessories supplied with your specific model.

Photos are used for an initial review. Final refund approval is subject to inspection of the returned items.

These condition requirements apply to non-defective returns. If your item arrived damaged, defective, or incorrect, please see “Damages and Issues” below.

Return Instructions

Once your return request is approved, our customer service team will provide the applicable return address or drop-off instructions.

Please follow the instructions provided and do not send your return to the original shipping address unless specifically instructed to do so. Returns sent without prior authorization will not be accepted.

Returns Due to Customer Preference or Ordering Errors

If you ordered the wrong product, color, size, model, or quantity, or simply changed your mind, you are responsible for the return shipping cost.

If the returned item meets the eligibility requirements and passes inspection, we will issue a full refund of the amount actually paid for the returned product, plus any applicable tax. We will not deduct the original outbound shipping cost or charge a restocking fee.

Any separately purchased expedited shipping service is non-refundable for these returns. Return shipping costs are also non-refundable.

Damages and Issues

Please inspect your order upon delivery and contact customerservice@hopopro.com promptly if your item is damaged, defective, incorrect, or missing components.

Please include your order number, a description of the issue, and clear photos of the affected item and packaging. For functional issues, we may request a short video to help identify the problem.

Once the issue is confirmed, we will arrange an appropriate solution, such as replacement parts, a replacement product, or a refund.

For confirmed product defects, shipping damage, or errors made by HOPOPRO, there will be no additional charge for the agreed replacement, and HOPOPRO will cover any required return shipping costs. No outbound shipping deduction will apply to an approved refund.

Please do not return or dispose of the item until our customer service team has provided instructions.

Exceptions / Non-Returnable Items

Used or installed products are not eligible for returns due to a change of mind or ordering error. This does not exclude claims for confirmed defects, shipping damage, or incorrect items.

Used filter cartridges are not eligible for change-of-mind returns.

We cannot accept change-of-mind returns on gift cards, personalized products, or items clearly marked as final sale at the time of purchase. This does not affect your rights regarding defective, damaged, or incorrect products.

Exchanges

For changes of color, model, or other personal preferences, please request a return and place a separate order for the item you want.

The original item must meet the return eligibility requirements. You are responsible for the return shipping cost, and the new order is subject to the shipping terms shown at checkout.

If the exchange is needed because HOPOPRO sent a defective, damaged, or incorrect item, please contact us so we can arrange a replacement without additional shipping charges.

Refunds

We will notify you after your return has been received and inspected and confirm whether your refund has been approved.

If approved, we will issue the refund to your original payment method within 10 business days. Your bank or credit card company may require additional time to process and post the refund.

For eligible non-defective returns, the refund will include the full amount actually paid for the returned product, plus any applicable tax. Customer-paid return shipping and separately purchased expedited shipping services are non-refundable.

If the returned item does not meet the stated eligibility requirements, we will contact you to explain the inspection findings and available options before resolving the return.

If more than 15 business days have passed since your refund was approved, please contact customerservice@hopopro.com.

Contact Us

For return, exchange, or refund questions, please email customerservice@hopopro.com.