Effective Date: 06/12/2024
We value your satisfaction and want to make your HOPE Store experience as smooth as possible. This Return and Exchange Policy outlines the terms and conditions for returning products purchased on our store. By making a purchase, you agree to adhere to this policy.
To start a return or exchange, please visit
https://store.hopeinternational.org/return-and-exchange-request.
Eligibility for Returns/Exchanges:
• We only accept discretionary returns from Canada and the U.S. Discretionary returns/exchanges from other countries are not accepted at this time. Discretionary returns/exchanges are defined as the customer changing their mind about their purchase (wanting a different color/size/product, etc.).
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If items in your order need to be returned/exchanged due to our error, (i.e. damaged product or wrong color/size/product was sent), a new product will be sent to you at no cost including all returned and new shipping costs. A defective product will not be required to be returned. This includes products shipped worldwide. If the product is the wrong size or color (not defective), it will be required for the item(s) to be returned for orders in Canada and the U.S. only and not other countries.
• Products are eligible for return/exchange within 10 days of the date the customer receives their order. All return requests will be evaluated before approval.
• Products must be returned in their original condition, unused, and with all tags and packaging intact to receive a refund (if applicable).
• The
online return form must be completed in its entirety to ensure the return/exchange is processed correctly. If the products you received are damaged, please submit a picture clearly showing the damage with a description.
• Fragile products that are returned should have protective packaging to prevent damage to the product during return shipping.
Return/Exchange Methods:
To initiate a return/exchange, please select the return/exchange link in your order confirmation email or visit
https://store.hopeinternational.org/return-and-exchange-request.
• Complete the online form and submit it. An email will be sent to our webstores team notifying them of your request.
• Please provide a short description of the item(s) you are returning and the reason you are returning the item(s).
• Please be specific if you are requesting an exchange to ensure the correct item is sent to you. Include item SKU (found on your original order confirmation email), size, and color (if applicable).
All returns must be sent to the below address:
IP Webstores
2975 Airline Circle
Waterloo, IA 50703
If Return/Exchange is due to our error or defective product (i.e. damaged product, wrong color/size/product was sent):
• Once the return/exchange online form is completed and submitted, our webstore support team will provide you with a return shipping label through email at no charge. Damaged products will not be required to be returned. Products that are the incorrect size/color/product type are required to be returned for Canadian and U.S. orders only.
• A refund will be processed within 2 business days of the product being received back at the warehouse (if applicable). If no product is being returned (i.e. product is damaged), you will receive a refund within 2 business days of our webstore team receiving the completed online return/exchange form and approving the request.
• We will ship a replacement to you free of charge or provide a full refund within 2 days of receipt of the request if a replacement is not desired/needed.
If Return/Exchange is not due to an error or defect (discretionary return):• Discretionary returns/exchanges are defined as the customer changing their mind about their purchase (wanting a different color/size/product, etc.).
• Once the return/exchange online form is completed and submitted, the customer will be emailed a return label at no charge. Return/exchange shipping costs are covered by HOPE for approved discretionary returns.
• You will receive a refund within 2 business days of us receiving the returned item(s).
• If an exchange is desired, the original order will be modified to reflect the changes. The customer’s original payment method will be refunded or charged depending on the new item(s) being of lesser or greater value.
Refunds:• Refunds will be issued in the same form as the original payment method.
• Refunds will not be processed until the original item(s) is received at the warehouse and all previous payments have cleared/posted.
Processing Time:• Please allow 2 business days once we receive the returned product(s) for us to process the return and issue a refund.
•It may take additional time for your bank to process refunds/additional charge
Contact Information: If you have any questions or need assistance about this return policy, please contact the Image Pointe webstore support team:
Email:
webstores@imagepointe.comHours of Operation: 7:00 a.m. – 3:30 p.m. CST, M – F excluding Major Holidays
Policy Changes: We reserve the right to make changes to this Return and Exchange Policy. Any changes will be posted on the webstore with the updated effective date. Thank you for choosing HOPE International where we invest in the dreams of families in the world’s underserved communities as we proclaim and live the Gospel.
