Refund policy

RETURN & REFUND POLICY

HOPESPACE

Last updated: 01/12/2025

Please read this Return & Refund Policy carefully before placing an order on hopespace.moe.
By placing an order, you agree to the terms outlined below.

1. TYPE OF SALES: PROXY PURCHASING

Hope Space primarily operates through:

  • Group Orders

  • Preorders

  • Made-to-order items

Most products sold (proxy purchasing, not sales) are not in stock and are purchased or produced after an order is placed on Hopespace's side.

2. NO RETURNS

Due to the nature of group orders and made-to-order items:

❌ Returns are not accepted.

This includes, but is not limited to:

  • change of mind

  • long production times

  • delayed shipping

  • consolidation or storage delays

3. ORDER PROCESSING DEFINITION

An order is considered processed once:

  • the item has been purchased from the supplier, or

  • the order has been included in a group order submission, or

  • any payment has been made on behalf of the customer

Once an order is processed, it becomes final and non-refundable.

4. REFUNDS BEFORE PROCESSING (LIMITED)

A customer may request a cancellation only if the order has not yet been processed.

In this case:

  • A full refund may be issued

  • The request must be made explicitly and in writing

  • Approval depends on confirmation that processing has not started

Once processing begins, no refunds will be granted.

5. PRODUCTION & WAITING TIMES

Production times may take several months (up to 4–5 months or more) depending on the supplier.

These delays are an inherent part of group orders and do not qualify for refunds.

6. VIRTUAL FULFILLMENT STATUS

Orders may appear as “fulfilled” or “delivered” on Shopify before physical shipment.

This is a virtual shipment status and does not indicate final delivery to the customer.

This status is not a valid reason for a refund or dispute.

7. DAMAGED OR INCORRECT ITEMS

If you receive an item that is:

  • damaged during final shipping, or

  • incorrect due to an error on our side

You must contact us within 48 hours of delivery with:

  • clear photos

  • your order number

We will review the case and offer a solution where applicable.

8. LOST PACKAGES

Once a parcel has been handed to the shipping carrier:

  • responsibility lies with the carrier

  • assistance may be provided when possible

  • refunds are not guaranteed

9. SHIPPING FEES

  • Shipping fees are non-refundable

  • Return shipping (if applicable) is the responsibility of the customer

10. CHARGEBACKS & DISPUTES

The following do not constitute valid reasons for disputes or chargebacks:

  • production delays

  • virtual shipment status

  • consolidation or storage delays

  • group order or preorder mechanics

Abusive chargebacks may result in:

  • permanent ban from future purchases

  • submission of evidence to payment platforms (supplier invoices, timelines, order records)

11. CONTACT

For refund-related questions, please contact:
📧 contact@hopespace.moe