Refund policy

Returns & Exchange Policy
We have a hassle-free policy. You have 30 days after receiving your item to request a return or exchange. We stand behind our quality, our comfort technology, and the joy we create for our customers. Sometimes the fit isn't perfect and we get that — we're here to help get things sorted. To start a return or exchange, contact us at help@hoperoza.com or WhatsApp/Call +65-86608350 and we'll get the process started.

Damages & Issues

Every order is inspected before it leaves us, we deal with handmade goods and leather. Natural materials will have variations, and that is expected.  If you receive an item with a major defect or shipping damage, please send us a clear photo and short video via WhatsApp within 48 hours of delivery. Claims submitted after 48 hours or without supporting photo and video documentation cannot be processed.

We reserve the right to assess all damage or defect claims. Claims that cannot be substantiated with clear evidence will not be accepted.

Product Nature & Material Standards

HOPE ROZA products are crafted from genuine leather and natural materials. As with all natural materials, leather carries inherent characteristics including subtle variations in grain, texture, tone, and surface markings. These are not defects. They are the signature of authentic, natural leather and a mark of the material's quality and origin.

The following are not accepted as grounds for return or exchange:

• Natural grain variation, texture differences, or surface markings inherent to leather
• Minor colour variation between product photographs and the received item due to screen calibration, lighting, or the natural dye process
• Superficial surface characteristics such as small creases, slight sheen variation, or grain inconsistencies within normal manufacturing tolerance
• Subjective dissatisfaction with a product that matches its description and has no verifiable defect
• Personal preference changes after receiving the item

We do not accept returns based on nit-picking of natural material characteristics. If you are unsure whether your concern constitutes a genuine defect, contact us at help@hoperoza.com with photos before initiating a return request and our team will assess fairly.

Exchanges

The fastest way to get the right replacement is to contact us on WhatsApp at +65-86608350 or email help@hoperoza.com. A photo and short voice note describing what you need is helpful and speeds things up.

Refunds

Refunds are processed upon receipt and inspection of the returned item. Once approved, the amount will be credited to your original payment method within 15 working days.

Please note the following deductions apply:

• Standard shipping fees are non-refundable unless the return is due to a verified error on our part.
• Express, same-day, or on-demand courier fees (including Grab, Lalamove, or equivalent services) are strictly non-refundable. Where express delivery was arranged at the customer's request or urgency, the full courier cost will be deducted from the refund amount. This applies regardless of subsequent return or exchange requests.

Non-Returnable Items

The following items cannot be returned or exchanged:

• Insoles and hygiene-adjacent accessories
• Items returned without prior authorisation from our team
  
• Items from which original packaging, dust bags, shoe boxes, or protective wrapping has been removed or damaged
• Items where a complimentary gift, promotional item, or bundle component included in the original order has not been returned alongside the primary item. Free gifts received as part of a purchase must be returned in full if a refund is requested. Failure to return complimentary items will result in their retail value being deducted from the refund amount
• Items that have been worn outdoors, used, or show any signs of wear beyond a brief indoor try-on

We treat every customer with care and act in good faith. In return, we ask the same. We reserve the right to decline a return, exchange, or refund request where:

• Claims are found to be inaccurate, exaggerated, or unsupported by evidence
• Items show signs of use, wear, or damage inconsistent with the reported issue
• The return falls outside our 30-day window
• A pattern of returns abuse is identified

HOPE ROZA is a small independent brand. We go above and beyond for customers who engage with us honestly. We do not accept intimidation, threats, or bad-faith claims, and we reserve the right to refuse service in such cases.

Questions?

Email: help@hoperoza.com
WhatsApp / Call: +65-86608350