Refund & Return Policy

Fairness · Transparency · Trust

At Hoka's Parlour, we are committed to fairness, transparency, and protecting our customers' interests. We understand that sometimes circumstances change or issues may arise with an order. This policy clearly explains how cancellations, refunds, and returns are handled.

1. Order Cancellation Policy

1.1 Cancellation Before Delivery

Cancel within Saturday–Thursday before dispatch
Friday is delivery day – no cancellations once prepared

Submit via: Official email or website return form

After approval:

Confirmation email sent
Refund within 3 working days

Working days: Saturday–Thursday (Friday excluded)

2. Out-of-Stock / Store Issues

In rare cases of:

Product unavailable
Stock miscalculation
Logistical issues

                Hoka's Parlour will:
                Notify immediately
Cancel order
Send confirmation email
Full refund within 3 working days

            

3. Refund Processing Timeline

Duration

Within 3 working days after confirmation email

Method

Original payment method (unless agreed otherwise)

Working Days

Saturday–Thursday Friday excluded

4. Returns After Delivery

Complaints within 3 days after delivery
After 3 days → null and void
Submit via email or website form

Strict 3-day window – inspect your order promptly

5. Return Procedure

Review
Team evaluates case

May request
Photos, order details, explanation

Decision
Approval, exchange, refund, alternative

Final decision communicated via email

6. Conditions for Return Approval

Approved if:

Unused, original condition Within 3 days Matches issue described

Rejected if:

Damaged after delivery Past 3 days Misuse signs

7. Our Commitment

At Hoka's Parlour, we value trust, especially within our MMU community and customers in Rongai. We stand by our responsibility to:

Deliver what is ordered
Refund fairly when necessary
Communicate clearly and professionally

Customer satisfaction remains one of our core values.