Refund policy
Last updated: 26 August 2026
Our Product Guarantee
We stand behind the quality of HoHeit products. Each item is carefully produced and checked before dispatch.
If an item is defective, damaged, missing or incorrect, contact us and we will arrange an appropriate replacement, repair, refund or other resolution. This guarantee does not cover normal wear and tear, accidental damage, misuse or damage caused by care that is inconsistent with the product instructions.
Nothing in this policy limits any rights available under applicable consumer law.
Returns
We accept returns of eligible items when the customer contacts us within 14 days of delivery.
After receiving return authorisation, the customer must send the item back within 14 days. Items returned without prior authorisation may not be accepted.
To request a return, email hoheit.jpn@gmail.com and include:
•the order number;
•the name of the item;
•the reason for the return; and
•photographs where the item is damaged, defective or incorrect.
Return Condition
Returned items must be:
•unworn
•unwashed
•unaltered
•free from stains, odours and damage
•returned with their original tags and accessories and
•packed appropriately for return transport.
Customers may inspect and try on an item in the same way they reasonably would in a physical shop. We may reduce a refund where handling beyond this has caused a loss in value, where permitted by applicable law.
Change-of-mind Returns
The customer is responsible for the cost of returning a change-of-mind item. We strongly recommend using a tracked shipping service, as the customer is responsible for the return until it reaches us.
Original shipping charges are non-refundable except where applicable law requires the original standard delivery charge to be refunded.
Made-to-order and Personalised Items
Standard-size and standard-design HoHeit items that are produced after an order is placed follow the same return rules above.
Items made specifically to an individual customer’s measurements or specifications, or items that have been personalised for that customer, cannot be returned for change of mind. This exclusion does not apply where the item is defective, damaged or incorrect, or where applicable law provides otherwise.
Damaged, Defective, Missing or Incorrect Items
If an order arrives damaged, defective, incomplete or incorrect, contact us as soon as possible at hoheit.jpn@gmail.com.
Include the order number and clear photographs of the item and packaging where applicable. HoHeit will investigate the issue and arrange an appropriate replacement, repair, refund or other resolution.
HoHeit will cover reasonable return shipping costs where the item is defective, damaged or incorrect. Customers do not need to make the initial claim with the shipping carrier themselves.
Refunds
We will inspect the returned item after receiving it. If the return is approved, the refund will be issued to the original payment method.
Refunds will be processed without undue delay and, where required by applicable law, within 14 days after we receive the returned item or acceptable evidence that it has been sent back.
Banks and payment providers may require additional time to display the refund after it has been issued.
Exchanges
Due to limited stock, we cannot guarantee direct exchanges.
If a different size or item is required, contact us first. Where a direct exchange is unavailable, the original item can be returned in accordance with this policy and a new order can be placed separately.
Cancellations and Order Changes
If you need to cancel an order or change an address, size or other order information, contact us immediately at hoheit.jpn@gmail.com.
We may be able to assist before production or fulfilment begins, but cancellation or modification cannot be guaranteed after an order has entered production or has been dispatched.
This does not limit any statutory cancellation right available under applicable consumer law.
How to Contact Us
Email: hoheit.jpn@gmail.com
Please include your name and order number so that we can respond efficiently.