Refund & Return Policy

Last Updated: [14-August 2026]

At Hoist Impex, every item is handcrafted and made-to-order specifically for you. Because of this, our return and refund process works a little differently than standard retail stores.

Made-to-Order Items
Since each product is custom-crafted after you place your order, we do not accept returns or exchanges for change of mind, incorrect size selection, or personal preference — please review our Size Guide carefully before ordering.

Eligibility for Refund/Replacement
We only accept claims in the following cases:

  • Item arrived damaged during shipping
  • Item has a genuine manufacturing defect
  • Wrong item was shipped (not matching your order)

How to Request

  • Contact us within 48 hours of delivery at Whatsapp.
  • Include your order number, clear photos/video of the item and packaging, and a description of the issue

Process

  1. Our team reviews your claim within 2–3 business days
  2. If approved, we offer a replacement, repair, or partial/full refund depending on the case
  3. Refunds are issued to the original payment method within 7–10 business days of approval

Non-Refundable Situations

  • Normal wear and tear
  • Damage caused after delivery (improper care, alterations, etc.)
  • Custom/personalized orders once production has started (unless defective)

Shipping Costs
Return shipping costs for defective/incorrect items are covered by Hoist Impex. For all other cases, return shipping is the customer’s responsibility.