Returns policy

Cancellation Policy

The cancellation period for online orders, without penalty, is 48 hours.

Order cancellation requests must be submitted in writing and are subject to our authorization.

Damaged Package

If the package is damaged, the buyer can refuse it but must take a photo and send it to the following address with an explanation: contact.hopgo@gmail.com

Damaged Product

In the event you receive a damaged product, please contact us as soon as possible (within 48 hours maximum) at the following address: contact.hopgo@gmail.com

The claim process will be explained to you in detail.

Return Policy

The products listed below cannot be returned for any reason. All sales are final and therefore non-refundable.

Examples of non-refundable products or services:

• Any personalized product (e.g., bottle with a sticker chosen by the customer)
• E-books or physical books
• Games once opened

Items must be returned in their original condition and packaging. Return shipping costs are the customer's responsibility.

No returns are possible without prior authorization and a return number provided by the Hop-Go team. Any return of merchandise for claim purposes must be made within five (5) days of receiving the return number approved by Hop-Go. Complaints can be made by email to the following address: contact.hopgo@gmail.com

Any complaint or return not made in accordance with the rules defined above and within the specified timeframe will not be considered and will release the seller from any liability towards the customer.