At Hopshop, we aim to provide customers with a smooth and reliable shopping experience. If you receive a product that is damaged, defective, incorrect, or does not meet the applicable return/exchange conditions, you may request a return or exchange in accordance with this policy.

This policy applies to purchases made through the Hopshop platform and separately covers Hopshop Pro Membership subscriptions.

1. Product Return & Exchange Eligibility

A return or exchange request may be accepted if:

•        The product received is damaged, defective, or incorrect.

•        The product received is materially different from the product ordered.

•        The product meets the applicable return/exchange conditions specified on the product listing.

•        The request is submitted within the applicable return/exchange period.

Products must generally be returned in their original condition, unused, unwashed, and with their original packaging, tags, accessories, order invoice and other included items.

Hopshop may inspect the product before approving a return or exchange.

2. Reporting Damaged, Defective or Incorrect Products

Customers should inspect their order upon delivery.

If an item is damaged, defective, incorrect, or missing, customers should contact Hopshop Customer Support as soon as possible and provide:

•        Order number

•        Product details

•        Description of the issue

•        Clear photographs and/or video of the product and packaging

•        Any other information reasonably required by Hopshop

For damaged or incorrect deliveries, customers may be required to provide unboxing evidence, particularly where the condition of the package or product cannot otherwise be verified.

3. Non-Returnable / Non-Exchangeable Products

Certain products may not be eligible for return or exchange due to their nature, hygiene considerations, personalization, or other applicable restrictions.

These may include, where applicable:

•        Used or opened personal-care and hygiene products

•        Cosmetics or beauty products that have been opened or used

•        Personalized or customized products

•        Products damaged due to misuse, improper handling, or normal wear and tear

•        Products without required original packaging, tags, accessories, or components

•        Products specifically identified as non-returnable or non-exchangeable on the product listing

•        Other products where return or exchange is restricted by applicable law or product-specific conditions

4. Exchange Process

If an exchange is approved, Hopshop may arrange replacement of the product subject to:

·         Contact Customer Support within 14 days of delivery and share your order details and issue.

·         Our team will verify the claim and arrange free return shipping (if applicable).

·         Pack the item securely with original labels, tags, and packaging.

·         Once received, a replacement or appropriate resolution will be provided.

 5. Refunds

·         All purchases are non-refundable.

·         Exchanges are accepted within 14 days of purchase.

·         Products must be unused, unwashed, and in original condition with all tags, labels, and packaging intact.

·         Items will be exchanged at the current selling price.

·         Sale items are only eligible for exchange or refund in case of damaged product, product different than ordered.

·         No exchange on fragrances, undergarments, jewelry & accessories.

·         For Contact: +92-42-111-11 6387 & Email: contactus@Hopshop.com.pk

You can return or exchange your online order in an easy way:

Where a refund is approved, the refund amount and method will depend on the circumstances of the order and the original payment method.

Refunds may be processed after the returned product has been received and inspected.

Depending on the payment method and financial service provider, the time required for the refund to reach the customer's account may vary.

Any applicable delivery, return, processing, or other charges may be deducted where permitted under this policy.

6. Failed Delivery or Refused Orders

If an order is refused by the customer or cannot be delivered because of incorrect or incomplete customer information, repeated unavailability, or other circumstances attributable to the customer, Hopshop may deduct applicable delivery, return, or other costs from any eligible refund.

7. Sale and Promotional Products

Products purchased during sales, promotions, or special offers may be subject to specific return or exchange conditions.

Where different conditions apply, those conditions will be communicated on the relevant product listing or promotional offer.

8. Hopshop Pro Membership

Hopshop Pro is a paid subscription membership that provides eligible members with benefits such as:

•        Free delivery on eligible orders

•        Exclusive discounts and offers

•        Eligibility to participate in applicable Hopshop promotional reward campaigns

Customers can become Hopshop Pro Members by subscribing through JazzCash or Easypaisa.

Pro Membership Subscription Refunds

Hopshop Pro subscription fees are non-refundable once the subscription has been activated, particularly where the member has already received or used Pro benefits.

This may include situations where a member has already used:

Cancellation of Pro Membership

Customers may request cancellation of their Hopshop Pro Membership in accordance with the available cancellation process.

Cancellation does not automatically entitle the customer to a refund for a subscription period that has already started or for benefits that have already been used.

•        Free delivery benefits

•        Exclusive discounts

•        Other promotional benefits associated with the membership

If a subscription payment is successfully processed but the Pro Membership is not activated due to a technical or payment-related issue, the customer may contact Hopshop Support for assistance.

Any refund or adjustment will be reviewed based on the circumstances of the transaction.

9. Subscription Refund

All subscriptions are acquired through a customer-validated process, including customer consent, OTP verification and MPIN input. In case the required transaction/acquisition logs are unavailable, incomplete, or the subscription is found to have been acquired through any fraudulent unauthorized, non-compliant activity, the subscription mat be considered eligible for a refund, subject to verification and validation of the relevant records.

10. Abuse or Misuse of the Return Policy

Hopshop reserves the right to reject return, exchange, or refund requests where there is evidence of:

•        Product misuse or damage caused after delivery

•        Fraudulent or misleading claims

•        Repeated abuse of the return/exchange process

•        Missing or substituted product components

•        Manipulation or misuse of promotional offers or Pro Membership benefits

Any such decision will be made based on the circumstances of the individual case and applicable terms.

11. Policy Changes

Hopshop may update this Refund & Exchange Policy from time to time to reflect changes in its products, services, payment methods, promotional programs, or applicable requirements.

The updated policy will be published on the Hopshop platform and will apply from its stated effective date.

12. Contact Us

For questions regarding returns, exchanges, refunds, or Hopshop Pro Membership, customers can contact Hopshop Customer Support through the contact details provided on the Hopshop website.

Email:  hopshop.digital@gmail.com