Refund policy
Alien Hoops Return and Refund Policy
Effective Date: 7-4-2024
At Alien Hoops, we strive to provide you with the best quality basketball apparel, shoes, and equipment. If you are not entirely satisfied with your purchase, we're here to help. Please review our return and refund policy below:
1. Return Window
- You have **14 days** from the date of receipt to return an unused, unworn and like new item. Returnable items must be reviewed and approved by an Alien Hoops Customer Service Representative. Picture and/or video proof may be requested by the customer service representative to verify that state of the product. Failure to provide requested images or video within 3 days of request by an Alien Hoops customer service representative will void any request for a refund.
2. Return Conditions
- All items must be **unworn, unused, and in like-new condition**.
- **Picture verification** will be required to verify the condition of the items (unworn/unused) or any damage or defects.
3. Ineligible Returns
- Items that have been **worn or used** will not be eligible for a return or refund.
- **Final sale items** are not eligible for refunds.
4. Return Shipping Costs
- Customers are responsible for **paying the shipping costs** for all returned items.
5. Defective or Damaged Items
- Items that arrive **defective or damaged** can be returned up to **30 days** from the date of receipt.
- Defective or damaged items are eligible for a **full refund**.
- Picture verification is required to process returns for defective or damaged items.
6. Lost or Stolen Items
- We are not responsible for **lost or stolen items** during transit.
- Please contact the carrier directly to inquire about possible remedies for lost or stolen items.
- We will not issue refunds for lost or stolen items.
7. How to Initiate a Return
To initiate a return, please follow these steps:
1. Contact our customer service team at 1-909-313-0111 within the applicable return window.
2. Provide your order number and pictures of the item(s) to verify their condition or any defects/damage.
3. Our team will review your request and provide you with the return address and any additional instructions.
4. Ship the item(s) back to us, ensuring that they are securely packaged to avoid any damage during transit.
5. Once we receive the item(s) and verify their condition, we will process your refund.
8. Refund Processing
- Refunds will be processed to the original method of payment within **7-10 business days** after we receive and inspect the returned item(s).
- You will be notified via email once your return has been processed.
If you have any questions about our return and refund policy, please contact us at [alienhoops@outlook.com / . Thank you for shopping with Alien Hoops!
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at alienhoops@outlook.com.
Shipping Refunds. If you receive your package after the estimated time listed in the product description, a refunded of the shipping cost will returned to the customer who initiated the order if requested within 3 days after the estimated delivery date. Refunds will be processed in 7-10 business days, excluding national holidays, emergencies or acts of god, or shipping delays.
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Send Returns to:
Address: PO Box 3873, Rancho Cucamonga CA 91729, United States
Alien Hoops
Phone: 1-909-313-0111
email: alienhoops@outlook.com
Website: www.alienhoops.com