Purchase, Refund & Returns Policy

These are the terms your order is placed on: what you are buying, when it ships, how to send it back, and what we do if something is wrong with it. Buying from this site means agreeing to what follows. Nothing here takes away rights the law gives you as a consumer.

Prices and payment

All prices are in US dollars and are shown on the product before you buy. Sales tax is added at checkout where it applies, and is shown before you pay.

Payment is taken at the time you place the order, through PayPal — either from a PayPal balance or with a card. Your card details are entered on PayPal’s systems and never reach ours.

Your order is confirmed by email as soon as it is placed. In the rare case of an obvious pricing or listing error, or a frame we cannot supply, we may decline the order — if we do, you are refunded in full and told why, before anything ships.

Shipping

Each frame is made by hand, so orders are packed in the order they arrive. We aim to dispatch within three business days, and you will receive a tracking number by email when your parcel leaves us.

We ship throughout the United States. If you are ordering from elsewhere, write to us before you order and we will arrange it — international parcels may attract customs duties or import taxes in the destination country, which are the recipient’s to pay and are not included in the price.

Delivery dates given by a carrier are estimates. If a parcel is badly delayed or appears to be lost, tell us and we will chase it with the carrier and make it right.

Changing or cancelling an order

Before your order ships, you can change the finish or cancel outright — email us and we will do it, and a cancellation is refunded in full. Once the parcel is on its way, treat it as a return below.

Returns

You have 30 days from the day your frame is delivered to return it. To be refunded, it needs to come back unused and in its original packaging, in the condition it reached you.

To start a return, email team@hoop-o.com with your order number. We will reply with the return address and anything else you need. Please don’t send a frame back without writing first — an unannounced parcel is one we cannot match to an order.

• Return shipping is yours to pay when you have simply changed your mind, and we recommend a tracked service — until it reaches us, the parcel is your responsibility.
• We pay the return shipping when the frame arrived faulty, damaged or not what you ordered. See the next section.
• The original shipping charge, if you paid one, is refunded only when the return is our fault.

Once your return reaches us we inspect it and refund you within five business days, to the payment method you used. Your bank may take a few days more to show it. A frame that comes back damaged by inadequate packing, or visibly used, may be refunded in part rather than in full — we will tell you before we do that, with a photograph.

A frame bought as a gift is refunded to whoever paid for it.

If it arrives damaged or wrong

Tell us within 14 days of delivery and send a photograph of the frame and, if the parcel took a knock, the box it came in. We will replace it or refund it in full, whichever you prefer, and we cover the shipping in both directions. You will never be asked to pay to return something that should not have been sent in that condition.

Warranty

Every Mindrise frame carries a one-year limited warranty from the date of delivery, against defects in materials and workmanship. If one appears, we will repair or replace the frame at our option, at no charge to you.

The warranty does not cover:

• accidental damage, drops, or liquid damage;
• ordinary wear, or the way wood darkens and mellows with time and light;
• batteries, which are consumable;
• damage from misuse, or from repairs attempted by someone other than us.

To make a claim, email us with your order number and a photograph. Keep the frame until we have answered — we may ask for it back, and we will pay the postage if we do.

Wood, and what is not a defect

The frames are cut from real oak, maple and walnut, so grain, figure and color vary from one to the next and none will match a photograph exactly. That variation is the point of a handmade object rather than a flaw in one, and it is not grounds for a warranty claim — though it is, of course, grounds for a return within the 30 days like any other change of mind.

The e-ink display refreshes once a day and holds its image without power in between. A brief flash as the screen turns over, and the faint trace of a previous quote in strong light, are how the technology works and are not faults.

Your statutory rights

Nothing in this policy limits the rights consumer law gives you in the place you live. Where those rights are more generous than what is written here, they apply.

Talk to us

Anything to do with an order, a return or a repair goes to team@hoop-o.com. We answer quickly, and we would far rather sort out a problem than have you keep a frame you are unhappy with.