Returns & Exchanges
Order Receipt Guideline
We take great pride in the way we pack everything that is sent out into the world. Our team is trained to pack your order efficiently and give fragile items extra special attention when packing for shipping with courier. On the rare occasions that fragile items are damaged during transport, we request that you get in touch with us within 24 hours from the delivery date in order for us to arrange a replacement item ASAP.
Being proactive by checking the contents of your order the moment it’s received and notifying us of any problems you may have encountered really does go a long way to resolve problems quickly and effectively.
Returns & Exchanges Policy
If a returnable product fails to meet your expectations within 7 days of its delivery, has not been installed, and is still in its original condition we will gladly refund the item once it has been returned to us, provided the item is not a custom order ( An example of this might be a piece of fabric cable cord that has been cut according to the customer’s own dimension requirements). In some cases, a handling fee of 15% may apply to items that are not in the original conditions or are returned after the 7 days period goods were purchased or received.
However, should you choose to make a return, Hoi P’loy is not responsible for any additional shipping costs and your initial shipping charges are non-refundable. If we have made a mistake or you receive an item that is damaged and/or defective, we would be happy to return and replace your product at no additional cost to you.
A return/ exchange or refund may be issued for any damaged or unwanted products if they meet the below conditions:
- The items are in their original packaging and condition. We ask you to save all cartons, packing materials and the damaged or unwanted items so we are able to investigate further from our side. We will assist in arranging the best way to return it as soon as you contact us.
- The items are unused or not damaged (unless damages may have occurred during transport).
- All components and parts are present
Items not accepted for returns:
- Damaged/ used items (previously installed).
- Products that have been ordered with custom specifications.
- Fabric cable.
- International orders. Please get in touch with us so we can assist with an alternate solution.
How to request a return/ exchange or refund
For all returns/ exchanges or refunds please send an email to firstname.lastname@example.org with an explanation of damages and a picture clearly showing the damaged item and Hoi P’loy identification mark (e.g the packaging or logo on the item)
- Notify us within 24 hours of receiving the order of any damages that may may have been caused during transport.
- Notify us within 7 days if you are unsatisfied with the product or feel it’s not suitable for you.
- Notify us within 30 days after receiving the product if it’s not meeting your expectation or the recommended lifespan of the product. Each product has a different lifespan and warranty so please get in touch if you would like to check this.
Refund/ Exchange or Credit Policy
Once Hoi P’loy receives and assesses your returned order we will be in touch for the following options:
- REFUND: A full refund or part thereof can be issued. Whenever possible, refunds for returned items will be given in the manner in which they were purchased (i.e. credit card, SnapScan, PayFast, EFT or cash). Payments made by credit card, SnapScan or PayFast can be refunded via EFT or cash with a 5% processing fee. Refunds for items shipped back to us will be processed at the end of the respective month it is returned.
- EXCHANGE: It is possible to exchange the returned item for a different item. Should there be a monetary difference between the 2 orders Hoi P’loy will either refund the difference or provide a credit for future orders.
- CREDIT: A credit may be issued if you wish to use this for future orders. If you choose to receive a credit, your credit will remain valid for 1 year from the date of issue and will be forfeited if it's not utilized.
Order Exchanges & Cancellations
Should you wish to make any changes to your order, they must be done within one business day of your purchase. ( This does not apply to fabric cable that has been cut to your specifications). This includes cancellation requests, product modifications, and quantity adjustment.