100% Satisfaction Guarantee
We want you to be completely happy with your purchase. We are so confident that you will be satisfied with your order that we offer a full 30 days from the time of delivery, money back guarantee on most of our products. If you are not 100% satisfied with your purchase from us, simply return your item for a replacement or refund.
We manufacture, buy and resell our products, this causes us to have a few different refund/return policies based on the product that you order. Detailed information about this is listed below.
The Spinsterz Warranty
We warranty all our products against manufacturing defects and will replace or refund your order if you receive an item that is damaged or otherwise unusable. If you receive a damaged product please do not use it. Take a picture of it immediately, including the box it was shipped it if possible and send to firstname.lastname@example.org
What our warranty does NOT cover
Kinked Tubing - When your hoop arrives it will be tightly coiled down and there are included instructions on how to uncoil it properly so that if forms a circle and does not get damaged. If you kink you tubing, we cannot replace it, though we can repair it. Please see our repairs policy.
Broken or cracked tubing/connectors - Did you try and jump through your hoop and landed on it on the pavement and the tubing cracked or you broke your connector? Ooops! We can't replace your hoop for free, but we will fix it for you! See our repairs policy below.
Pele Wick Lifetime Guarantee
We guarantee our Pele Fire Hoop Wicks for LIFE! If one of your wicks ever breaks, we will replace it for you, free of charge (customer pays shipping costs). This warranty is for the spine itself and NOT the wick. Wick is a consumable material and only has so much life in it. The wick can be replaced for $15 per wick. Please contact us at email@example.com to have the wicks replaced on your spine.
We can repair almost anything, just let us know what needs fixing and we will send you a quote.
Kinked, melted, cracked tubing - We can fix these things by cutting out the section of tubing that is damaged and either putting a connector in between the sections and permanently riveting it in place or replacing an entire section of tubing, depending on how much is damaged. We charge a flat fee of $10 to fix you hoop, no matter how bad the damage is. You are responsible for shipping costs.
To request a repair, please send a photo along with a description of what you need repaired to firstname.lastname@example.org and we will get back to you asap.
Did you accidentally order the wrong hoop, size or color? No problem, we can replace it for you for a 20% restocking fee. General returns and exchanges can be performed for resalable items within 30 days of the date of purchase, a 20% restocking fee applies to all hula hoops, fire or non, as these are all custom made items.
We define defective merchandise as goods that are: damaged, incomplete, or otherwise unusable for their intended purposes upon receipt by the customer. All goods without a specific warranty listed on their product page or mentioned above will have a 1-year warranty period from the date of purchase. Defective merchandise is handled on a case-by-case basis.
- suspected defective merchandise should not be used and should be reported to us immediately.
- if merchandise is unused, The Spinsterz will issue a replacement at no cost to the customer, or refurbish the item, as appropriate, providing the merchandise is shown to be defective.
- if merchandise is used, The Spinsterz must inspect the merchandise to make a determination of the failure or defectiveness, and will repair or replace the product, as appropriate.
While shipping errors are rare, they can happen. If you have received an incorrect product (e.g., a product substitution), please contact us immediately. If merchandise is unused, The Spinsterz will send the correct item as soon as possible at no cost to the customer, and may arrange for return shipping of the wrongly-shipped product.
Requesting A Return
If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item.