Refund policy

RETURNS & REFUND POLICY

Last Updated: September 2026

We want you to be happy with your HOYOLS purchase. This Returns & Refund Policy applies to orders placed directly through www.hoyols.com.

Purchases made through third-party marketplaces, including Amazon, are subject to the return and refund procedures of the marketplace where the order was placed. If you purchased a HOYOLS product through Amazon, please access your Amazon order for order-specific return or refund assistance.

30-DAY RETURN POLICY

For purchases made directly through www.hoyols.com, we offer a 30-day return period from the date you receive your order.

For change-of-mind returns, items should be unused, unworn, and in substantially the same condition as received, including the original product packaging where reasonably possible. Proof of purchase or your HOYOLS.com order number may be required.

To request a return, please contact us at cs@hoyols.com before sending any item back.

Once your return request is reviewed and approved, we will provide the appropriate return instructions and return address.

Please do not send products to our registered business address or to the address shown on the original shipping parcel unless specifically instructed by our customer service team. Returns sent without prior authorization may not be accepted.

RETURN SHIPPING

For change-of-mind returns, customers are generally responsible for return shipping costs unless otherwise required by applicable law.

If an item is confirmed to be defective, damaged, incorrect, or otherwise not as ordered, HOYOLS will provide an appropriate resolution and, where a return is required, will cover or reimburse reasonable return shipping costs as required by applicable law.

Original shipping charges are generally non-refundable for voluntary change-of-mind returns, except where required by applicable consumer law.

DAMAGED, DEFECTIVE OR INCORRECT ITEMS

Please inspect your order when it arrives.

If your item is defective, damaged, or you receive the wrong product, please contact us at cs@hoyols.com as soon as possible and provide:

- Your order number
- A brief description of the issue
- Clear photographs of the product and packaging, where applicable

We will review the information and determine an appropriate resolution, which may include replacement, refund, or another remedy depending on the circumstances and applicable consumer law.

In some cases, we may not require a damaged or defective product to be returned.

NON-RETURNABLE ITEMS

For discretionary change-of-mind returns, we generally cannot accept products that have been materially used, worn, altered, damaged after delivery, or returned in a condition that prevents resale.

Items specifically identified as Final Sale may not qualify for discretionary change-of-mind returns.

These exclusions do not affect any rights you may have in relation to faulty, damaged, incorrectly supplied, or otherwise non-conforming products under applicable consumer protection laws.

EXCHANGES

If you would like a different product, color, size, or style, please contact us at cs@hoyols.com.

Where appropriate, the simplest option may be to return the original item in accordance with this policy and place a new order for the preferred product.

EUROPEAN UNION AND UNITED KINGDOM CONSUMER RIGHTS

Customers in the European Union and the United Kingdom may have statutory cancellation or withdrawal rights for qualifying online purchases, in addition to the voluntary 30-day return policy described above.

For qualifying distance purchases, these rights generally include a period of at least 14 days from receipt of the goods to notify the seller of cancellation, subject to applicable exclusions and conditions.

Nothing in this policy is intended to restrict or exclude any mandatory consumer rights available under applicable law.

AUSTRALIAN CONSUMER RIGHTS

Nothing in this policy excludes, restricts, or modifies any consumer guarantees or other rights that cannot lawfully be excluded under the Australian Consumer Law.

Australian consumers may be entitled to a repair, replacement, refund, or other remedy where goods fail to meet applicable consumer guarantees.

REFUNDS

Once we receive and inspect an authorized return, we will notify you whether the refund has been approved.

If approved, the refund will be issued to your original payment method, normally within 10 business days of approval.

Please note that your bank, card issuer, or payment provider may require additional processing time before the refund appears in your account.

If more than 15 business days have passed since we confirmed that your refund was issued, please contact us at cs@hoyols.com.

Where applicable law requires a refund within a shorter or specific statutory period, the applicable legal requirement will prevail.

CONTACT US

For return or refund questions, please contact:

HOYOLS Customer Service
Email: cs@hoyols.com