Refund policy

Upon Receiving Your Order

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 7 days of delivery so that we can arrange a replacement as quickly as possible.

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 (South Africa)

Returns policy

We accept returns within 7 days of delivery, provided the item meets the conditions set out below. Certain items are non-returnable because they are made or modified to your specification (an example of this might be a piece of fabric cable cord that has been cut according to the customer's own dimension requirements). Returns received outside the 7-day return period or not meeting the above conditions may not be accepted at Hoi P'loy's discretion.

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 most suitable return method as soon as we hear from you.
• The items are unused and free from damage (unless damage occurred during transit).
• 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 contact us within 7 days of delivery if there is an issue with your order. We will work with you on a case-by-case basis to arrange a suitable solution, but return shipping costs from outside South Africa are the customer's responsibility.

How to request a return /  exchange or refund

General Returns

Please send an email to info@hoiploy.com 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) within 7 days of receiving the order.

Change of Heart Returns

Returns or exchanges due to a change of heart (including ordering the incorrect item, colour, size, or simply no longer wanting the product) may be accepted within 7 days of delivery, provided the item is:

• unused and in its original condition
• in its original packaging
• complete with all original components and parts
• not customised, made-to-order, cut-to-size, or marked as final sale

Please note:

• Customers are responsible for all return shipping and courier collection costs
• Original delivery charges are non-refundable
• Returned items must be securely packaged to prevent damage in transit
• A handling and reprocessing fee of 15% may be deducted from the refund amount following inspection of the returned item

Custom-made, personalised, cut-to-size, and made-to-order items are not eligible for change-of-heart returns or exchanges.

Product Performance Concerns 

Notify us within 30 days of receiving your product if it does not meet expected performance standards or its recommended lifespan. As warranty periods vary by product, please contact us if you would like to confirm the applicable warranty.

Refund, Exchange & 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).  

  • A payment processing deduction of up to 5% may apply to approved change-of-heart returns, where payment was made via credit card, SnapScan, or PayFast. No deduction will apply where goods are defective, damaged, or supplied incorrectly.

  • Refunds for items shipped back to us will be processed within 30 days of the returned item being received and approved.
• EXCHANGE: It is possible to exchange the returned item for a different item. Should there be a monetary difference between the two 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 utilised.

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.