Refund policy

1. Right of Withdrawal

For items eligible for return (excluding those exempt from this right – see section 2), the buyer has a period of 14 calendar days from the date of receipt to exercise their right of withdrawal, in accordance with our policy and Directive 2011/83/EU of the European Parliament and of the Council on consumer rights.
No penalty fee will be charged; however, return shipping costs are the responsibility of the buyer.

To exercise this right, the buyer must notify their decision by email at contact@hocadesign.com and return the product within 14 days following receipt, including their order number and photos of the product.

The returned item must be in its original condition, unused, with its original packaging and all accessories included. Once the return is received and verified, a refund will be issued within 14 days, either through the original payment method or in the form of a gift card, according to the customer’s preference.

2. Exceptions to the Right of Withdrawal

According to Article L.221-28 of the French Consumer Code, certain items are not eligible for the right of withdrawal, including:

• Items made to order, custom-made, or specially commissioned from our workshops or partner suppliers. This applies to all our rugs, which are therefore not eligible for return or refund (unless considered "non-compliant" – see section 3 and our Terms of Sale).

• Sealed products that cannot be returned for hygiene or health protection reasons, once opened after delivery.

• Perishable goods or items that may deteriorate quickly.

3. Returns Due to Defect or Non-Conformity

If the item received is defective or non-compliant, the buyer must inform our team within 48 hours of receipt by emailing contact@hocadesign.com, including photos of the damaged product and a detailed description of the issue.

Regarding non-conformity: To determine whether a product is "non-compliant," please refer to the tolerances indicated in our Terms and Conditions of Sale: https://hocadesign.com/policies/terms-of-sale
If the product exceeds these tolerances, it may be considered non-compliant.

After this 48-hour window, we cannot guarantee acceptance of the return. This rule applies to all products.

If the defect is confirmed, we will offer either an exchange (if both the buyer and our company agree), or a full refund (including return shipping costs).

4. Return Conditions

Return shipping costs are the customer’s responsibility, unless stated otherwise by our team.
The item must be carefully packed and protected. We recommend the buyer take photos of the product before and after packaging and send them to contact@hocadesign.com to help avoid any disputes during transport.

If the withdrawal and return request is made more than 14 days after receipt, it will not be accepted.
If an item eligible for withdrawal is returned damaged and the damage was not reported within 48 hours of receipt, no refund will be issued. If the buyer then wishes to retrieve the item after the refund is denied, reshipping costs will be borne by the buyer.

5. Refunds

Once the return is received and verified, the refund will be issued according to the buyer’s choice:

• By bank transfer, to the same account used for the original payment.

• As a gift card, valid on our online store.

Return shipping fees are non-refundable, unless the issue is due to an error on our part (e.g. defective product or incorrect item sent).

6. Contact

For any questions related to returns or refunds, you may contact us:

• Via our contact form available on our website

• By email: contact@hocadesign.com

• Through our chatbot, available 24/7

7. Applicability

This return and refund policy applies to all countries where we sell our products.

8. Acceptance of Terms

By placing an order on our website, the buyer acknowledges having read and accepted the terms of this return and refund policy.