Refund policy

At Hoppi, your satisfaction is our top priority. We understand that sometimes, things don't work out as planned, and we're here to make the process as simple as possible.

GENERAL:

Please review this policy carefully. By making a purchase from Hoppi Malaysia, you acknowledge and agree to the terms and conditions outlined in this policy.

a) Applicable to Hoppi Webstore (www.heyhoppi.com) with valid proof of purchase: Order Number and Order Confirmation Email.
b) To make the process smoother, please submit return or exchange requests within the designated timeframe. Requests outside this window may not be approved, but don't hesitate to contact us for assistance.
c) Request submitted through HERE

SECTION 1: Returns/Exchanges - Change Of Mind

*NOT APPLICABLE FOR HOPPI DIAPERS
If you received an item that doesn't quite meet your needs or expectations, we're happy to help you find the perfect one. Here's how our exchange process works:
a) Contact us through HERE within 30 days from date of purchase to initiate an exchange.
b) Return the product in its original condition, including all packaging and tags. Must be unsealed and unopened condition. Upon receiving and inspecting the returned item, if requested, we'll send you the replacement product with an equal value. (Refer to section 4(b): Fees and Return Method)

*Hoppi reserves the right to decline your request if any items do not adhere to the guidelines stipulated in the policy

SECTION 2: Returns - Diapers

If you happen to identify any unforeseen defects in our Product(s). Here's how our process works:

a) Contact us through HERE within 30 days from date of purchase to initiate return/exchange.
b) If your request is found to be valid, we will take care of arranging the pickup of the defective Product(s). Please ensure you're available at the scheduled time and location for the collection.
c) In the event that you are unable to schedule a pickup for any reason, you will be responsible for arranging your own delivery at your own expense.
d) Upon receiving and inspecting the returned item, we'll send you the replacement product/refund will be process thru Hoppi Credit. (Refer to Section 4(a): Fees and Return Method)

SECTION 3: Physical Defect/Damaged

If you receive any products that are damaged, please get in touch with our friendly Customer Care within 72 hours of receiving your delivery. We want to make sure you have a smooth experience, so please remember that if you report any issues after 72 hours, our Warehouse team won't be able to process your claim. To help us assist you efficiently, kindly provide the following documents along with your report and submit HERE


SECTION 4: Fees and Return Mode

a) Item proven faulty/ physical damage
i. ALL costs will be borne by HOPPI
ii. You have two options for a refund:

• Receive HOPPI Store Credit in full paid amount. (non-transferable)
• Get a replacement for the defective product(s) with a value equal to the total of the returned defective product(s).

b) Change of Mind
*NOT APPLICABLE FOR HOPPI DIAPERS
i. You will be responsible for covering all the costs.
ii. We'll charge a transaction fee of RM10 for each return case, along with any applicable payment gateway fees. Should shipping be necessary for the exchange, there will be an RM10 for small parcel, RM 15 fee per carton (additional boxes will require an additional RM 8 flat rate). These are non-negotiable.

Our mission is to ensure you have a positive shopping experience with us. If you have any questions, concerns, or need assistance, please reach out to our friendly customer care team at help@heyhoppi.com

Thank you for choosing Hoppi. We appreciate your trust in our products and services. Your satisfaction is our commitment.