Return and exchange
We offer a full 15 day (from date of order shipment) return and exchange policy. Please email our customer service department at [email protected]. Please specify your sales order number when you contact us.
Return shipping costs are not reimbursed for simple refund and exchange requests. Return shipping fees will be billed to the original transaction payment method when hoco processed returned item(s) in exchange for a different requested item(s).
Returns received without authorization may be subject to a return back to the sender, or a 20% restock fee at the manager’s discretion. Returns and exchanges are only valid on product that remains in new showroom condition upon the return request. Our leather cases are a natural and organic product, so minor marks and natural occurring imperfections are normal and will be considered when inspecting the return goods. It is important to inform us however, of any issues with the goods upon first receipt of the items. Upon inspection, if the return item is deemed as having been worn or scratched from trial use, a refund may not be approved. We give a full 15 days grace period for you to decide on keeping or returning the item, but even a few days of use could damage the case itself, so please try the case with care as to its condition if it needs to be returned. All original packaging and accessories need to be returned along with the item(s) being returned (unless previously approved by customer service), or a 20% restock fee deduction from the refund may also be accessed. Embossed/engraved cases are final sale items, and cannot be returned for refund or exchange.
hoco. reserves the right to modify its exchange and return policy.
Do i need a return authorization (ra) number?
Yes. Your return or exchange will not be accepted without a proper Return Authorization (RA) number provided to by hoco.
Can i return my product if it was purchased from a reseller?
We cannot accept product returns of products purchased from a reseller or distributor. If you have purchased your hoco case product from a third party or distributor you may be eligible for a full credit from that party. For a return or exchange you will need to contact the location where you purchased the product and review their return/exchange policy. Return/exchange policies vary by reseller.
Do i need to have the original packaging for returns or exchanges?
Yes. To apply for exchange or return authorization, the product should be in new unused condition along with all packaging from the original purchase and must show no signs of user wear. In the case that the retail packaging is not included a 20% restocking fee will be charged.
When will my order ship?
For China orders: most orders will be shipped within 24 hours during business hours (excluding pre-sale/backorders, and cases needing embossing or engraving services).
For international orders: international orders are usually processed and shipped within 1 to 3 days.
I need help in deciding which product to purchase.
Our customer service team is here to help. They have many combined years of product knowledge, and would love to help you find the right product for your needs.
I cannot find my device listed on the hoco’s website.
Please email our customer service department at [email protected]. A product, that you are inquiring about, may be in different development stages.
Will i be given a tracking number when my order ships?
A tracking number will be provided, and will be listed to you through email by our sales manager.
Are there any care suggestions for my hoco case?
All leather requires care and attention in order to extend its lifetime use and functionality. Please see our leather care suggestions below.
Keep your leather case out of direct sunlight or heat. Any unnatural application of heat may damage your case, causing it to dry and crack. Allow your leather case to breathe. Please cover in a breathable cloth (such as cotton) when stored or not in use. Do not use an airtight case such as a plastic bag.If case becomes wet, apply firm pressure with towel or other absorbent material. DO NOT RUB. Let leather dry in room temperature. Do not attempt to quicken the process by applying heat. Apply a conditioner sparingly, if so desired, after completely drying the case.
Wipe down case with soft (100% cotton) cloth to remove excess dirt or dust. Make sure the case is dry. All leather products will deteriorate over time, as the natural fibers in the leather break down. Extending the lifetime of the case requires care and cleaning. Conditioners are also a method of treatment, but use as little on product as possible. We do not recommend leather cleaning products on white or similarly light toned case finishes. Simple cleaning with a dry, soft clean cloth every week will provide longer-lasting use of your leather case.
The fit on my hoco case is too tight.
Every hoco’s case is individually handcrafted from the finest quality full grain leather. Unless designed for additional coverage, our cases are fit tight to each device it is made for. We design each case for the tightest fit. This ensures that as the case is used over time, it does not become too loose. Fine leather opens up and stretches over time, creating the ideal form and fit over the device itself. During the break-in period, the leather adjusts to both the device and the individual habits of the user. Gentle use and massaging of the leather will help ease in the break in period.
What is covered?
hoco. warrants that its products (the Product(s)) will be free from defects in workmanship and materials under normal use for one (1) year from the date of original purchase, with the exception that hoco. warrants that its belt clips will be free from defects in workmanship and materials under normal use for thirty (30) days from the date of original purchase (the hoco. Limited Warranty). For consumers, who are covered by consumer protection laws or regulations in their country of purchase or, if different, their country of residence, the benefits conferred by hoco. Limited Warranty are in addition to all rights and remedies conveyed by such consumer protection laws and regulations.
What is not covered?
Normal wear and tear of Product use. Misuse, lack of care, mishandling, accident, abuse or other abnormal use, or force majeure, such as floods and earthquakes. Use of the Product other than for its intended purpose. Damage caused by improper or unauthorized repair or maintenance. Product that has been modified or altered. Any product that is not manufactured by hoco.
How to make a warranty claim?
To report a warranty defect, please email our customer service department at [email protected]. Our customer service department is open 9:30am to 6:00pm PST, Monday till Saturday, to answer any inquiries, original place of purchase.