Refund policy
RETURNS & REFUND POLICY
Last updated: 29 September 2026
At Eternal Hoop, we want you to feel confident when placing your order. We offer a 30-day voluntary returns policy, meaning you have 30 days from the date your order is delivered to request a return, subject to the conditions set out below.
Our voluntary returns policy is provided in addition to any statutory consumer rights you may have under applicable law.
Return Eligibility
To qualify for a return under our voluntary 30-day returns policy, your item must be:
- Unused and unworn
- In the same condition in which you received it
- Returned with all parts, accessories and components
- In its original packaging
- Accompanied by your order number or other proof of purchase
For hygiene, safety and quality-control reasons, products that have been used, worn, exercised with, altered, damaged after delivery or returned incomplete may not qualify for a refund under our voluntary 30-day returns policy.
Please do not send an item back to us without first contacting our customer support team and receiving return instructions.
Returns sent without prior authorisation may not be accepted under our voluntary returns policy.
These conditions do not affect any statutory rights you may have, including rights relating to faulty, damaged, misdescribed or otherwise non-conforming goods.
How to Start a Return
To request a return, contact us at:
Please include:
- Your full name
- Your order number
- The reason for your return
- Photographs of the product and packaging if requested
If your return is accepted under our voluntary returns policy, we will provide instructions explaining where and how to return your order.
Your return must be sent to the return address provided by our customer support team.
Please do not return your product to the address shown on the original shipping label unless our team specifically instructs you to do so.
Return Shipping Costs
For returns under our voluntary returns policy because you have changed your mind, ordered the wrong size or colour, or otherwise no longer want the product, you are responsible for the cost of returning the item, except where applicable law requires otherwise.
We strongly recommend using a tracked shipping service and retaining your proof of postage until your return and refund have been completed.
Original expedited delivery charges, shipping insurance and other optional delivery upgrades are non-refundable except where required by applicable law.
Where goods are faulty, damaged, incorrect or otherwise non-conforming, different rules regarding return costs may apply under applicable consumer law.
Damaged, Faulty or Incorrect Items
Please inspect your order as soon as reasonably possible after delivery.
If your Eternal Hoop arrives damaged or defective, or you receive an incorrect item, please contact us as soon as possible at:
Please include your:
- Full name
- Order number
- Description of the issue
- Clear photographs or other reasonable evidence showing the problem where appropriate
We will review the issue and, where appropriate, arrange a replacement, refund, repair or other remedy available to you.
Nothing in this policy limits or excludes your statutory rights in relation to faulty, damaged, misdescribed or otherwise non-conforming goods.
Refunds
Once your returned item has been received, we will inspect it to confirm whether it meets the applicable conditions of our voluntary returns policy.
If your return is approved, your refund will be issued to your original payment method.
Please allow additional time for your bank, card issuer or payment provider to process and display the refund after it has been issued by us.
Where legally permitted, we reserve the right to refuse a refund under our voluntary 30-day returns policy, or make an appropriate deduction, if an item is returned:
- Used or worn
- Exercised with
- Damaged after delivery
- Altered or modified
- Incomplete
- Missing parts or accessories
- Without its original packaging
- Otherwise not in the condition required by our voluntary returns policy
This does not affect refunds or other remedies to which you may be entitled under applicable consumer law.
Late or Missing Refunds
If you have been notified that your refund has been issued but have not yet received it, please first check with your bank, card issuer or payment provider.
Processing times can vary between payment providers and financial institutions.
If you have done this and still believe your refund is missing, please contact:
Please include your order number so our customer support team can investigate.
Exchanges
If you have ordered the wrong size or colour and would like to exchange your Eternal Hoop, please contact:
For exchanges made under our voluntary policy because the wrong size or colour was selected by the customer, the customer is responsible for applicable return shipping costs, except where required otherwise by law.
Products returned for a voluntary exchange must satisfy the applicable return conditions described above.
All exchanges are subject to product availability.
Depending on availability and your circumstances, the fastest way to receive a different size or colour may be to return the original item and place a new order.
If we supplied an incorrect product, or the product is faulty or otherwise non-conforming, your applicable statutory rights are unaffected.
Order Changes & Cancellations
Please check your order carefully before completing your purchase.
Eternal Hoop begins processing orders almost immediately after they are placed so that orders can move through our fulfilment process as quickly as possible.
If you need to cancel your order or change your:
- Delivery address
- Size
- Colour
- Quantity
- Product selection
- Other order details
you should contact us at team@eternalhoop.com within 5 minutes of placing your order.
Please include “CANCEL ORDER” or “CHANGE ORDER” in the subject line and provide your order number.
After the First 5 Minutes
After the first 5 minutes, your order may already have entered our automated processing and fulfilment system.
Once processing or fulfilment has begun, we cannot guarantee that your order can be cancelled, amended, recalled or intercepted before dispatch.
If you contact us within the first 5 minutes, we will make reasonable efforts to process your requested cancellation or amendment. However, we cannot guarantee this if processing or fulfilment has already begun.
If we are unable to stop or amend the order before dispatch, you may need to wait until your order has been delivered and then follow the applicable returns or statutory cancellation procedure.
Our 5-minute operational cancellation window does not remove, limit or replace any statutory cancellation rights you may have under applicable consumer law.
Where you exercise a statutory right to cancel, the applicable legal requirements and returns process will apply.
Incorrect Delivery Information
Customers are responsible for checking that their delivery information is accurate before placing an order.
If you notice an incorrect delivery address, contact team@eternalhoop.com immediately.
We will make reasonable efforts to update the address if the order has not yet entered fulfilment, but we cannot guarantee that changes can be made once processing has begun.
Where an order cannot be delivered because incorrect or incomplete delivery information was provided by the customer, additional delivery or redelivery costs may apply where legally permitted.
This does not affect your rights where a delivery problem was caused by us or our delivery arrangements.
Refused & Uncollected Deliveries
If an order is refused at delivery or is not collected and is subsequently returned to us, please contact team@eternalhoop.com.
Where legally permitted, reasonable costs actually incurred as a result of an uncollected or refused delivery may be taken into account when processing the return.
This section does not affect your statutory rights or apply where the refusal was reasonably caused by faulty, damaged, incorrect or non-conforming goods.
Non-Returnable Items Under Our Voluntary Policy
Under our voluntary 30-day returns policy, we may be unable to accept products that:
- Have been used or worn
- Have been exercised with
- Have been damaged after delivery
- Have been altered or modified
- Are missing parts, accessories or components
- Are not returned in their original packaging
- Were not purchased directly from Eternal Hoop
- Otherwise fail to satisfy the eligibility requirements of our voluntary returns policy
This section applies to our additional voluntary returns policy and does not remove statutory rights that may apply.
In particular, your rights in relation to faulty, damaged, misdescribed or otherwise non-conforming goods remain unaffected.
Promotional, Discounted & Bundle Orders
Unless otherwise stated, products purchased during a promotion, seasonal sale or using a discount code remain eligible for our voluntary returns policy provided they satisfy all applicable return conditions.
Where a discount was conditional upon purchasing multiple products—for example, a Duo or Buy 2 offer—returning only part of that qualifying purchase may affect the discount originally applied.
Where legally permitted, if part of a voluntary bundle purchase is returned while other products are retained, we may recalculate the price of the retained products based on the offer for which the final order remains eligible. Any applicable difference may be reflected in the voluntary refund.
For example, if a discount was provided specifically because two qualifying products were purchased and one is voluntarily returned, the retained item may no longer qualify for the original multi-buy discount.
Any recalculation will be made transparently and will not affect statutory rights that cannot lawfully be restricted.
Gifts
If an item was purchased as a gift, refunds will ordinarily be returned to the original payment method used to place the order, unless applicable law requires otherwise.
Proof of purchase may be required.
UK Consumer Rights
Our 30-day returns policy is an additional voluntary policy and does not replace, exclude or restrict your statutory consumer rights.
Depending on the circumstances, UK consumers purchasing goods online may have statutory rights to cancel qualifying distance contracts within the legally prescribed cancellation period.
The conditions applicable to exercising statutory cancellation rights may differ from the requirements of our voluntary 30-day returns policy.
You may also have separate statutory remedies where products are:
- Faulty
- Damaged
- Not as described
- Not of satisfactory quality
- Otherwise not in conformity with the contract
Nothing in this policy is intended to exclude, restrict or override rights that cannot legally be excluded or restricted.
EEA and Other Consumer Rights
If you purchase from outside the United Kingdom, mandatory consumer protection laws applicable in your country or jurisdiction may provide additional rights.
Nothing in this policy is intended to exclude or restrict mandatory consumer rights that apply to you.
Where our voluntary policy provides rights in addition to your statutory rights, you may choose to exercise the rights applicable to your circumstances.
Abuse of Our Returns Policy
We reserve the right, where permitted by law, to investigate suspected abuse, fraud or misuse of our voluntary returns policy.
This may include, for example, deliberate damage, fraudulent claims, returning a different product from the one purchased, or repeated attempts to misuse promotional or voluntary return arrangements.
Where we reasonably determine that a claim under our voluntary policy is fraudulent or abusive, we may refuse that voluntary claim and take appropriate action.
This does not prevent a customer from exercising statutory rights to which they are legally entitled.
Changes to This Policy
We may update this Returns & Refund Policy from time to time to reflect changes to our operations, services or legal requirements.
The latest version will be published on our website with an updated revision date.
Changes to our voluntary policy will not retrospectively remove statutory rights or contractual rights that have already arisen in relation to an existing purchase.
Contact Us
For questions regarding returns, refunds, exchanges, cancellations, order amendments, damaged products or your order, please contact:
Eternal Hoop
Email: team@eternalhoop.com
When contacting us, please include your order number wherever possible so our customer support team can assist you efficiently.
For urgent cancellation or amendment requests, use “CANCEL ORDER” or “CHANGE ORDER” in the subject line.