HOP EU Consumer Addendum

1 Scope seller and priority

This Addendum applies when you buy as a consumer, meaning for purposes outside your trade, business, craft or profession, and are habitually resident in an EU Member State to which HOP directs the relevant sales. Our current EU delivery destinations are France, Germany, Italy, Spain and Portugal. We do not promise delivery to other countries by publishing this Addendum.

Your seller is HOP COMMERCE LTD., trading as HOP, company number 17436447. Its registered office is Office 7504, 58 Peregrine Road, Hainault, Ilford, Essex, United Kingdom, IG6 3SZ. Contact us at support@hopdesign.net. This Addendum forms part of your purchase contract together with our general Terms and the information provided before purchase.

If this Addendum conflicts with our general Terms, Shipping Policy or Returns and Refunds Policy, this Addendum takes priority for the purchases it covers. Any more favourable express promise remains available. Nothing here limits mandatory national consumer protection, including longer time limits or additional remedies.

2 Prices delivery and risk

Before you are bound by an order, we will provide clear information about the total price, including applicable taxes, delivery costs and other charges. We bear any import duties, import VAT, customs-clearance fees and related carrier handling charges arising from import for your EU delivery. You are not required to pay these import charges. Our Terms do not make you responsible for an extra charge that was not properly disclosed or agreed where consent is required.

Our current standard shipping charge for the five EU destinations is €6 when the merchandise subtotal after applicable discounts and before taxes and delivery charges is below €60, and free when that subtotal is €60 or more. The applicable charge is shown before payment. We dispatch within 5 calendar days of the order, and standard delivery arrives within 5–10 calendar days after dispatch, unless a different delivery arrangement is expressly agreed before purchase.

If we miss an agreed delivery deadline, you can require delivery within an appropriate additional period and end the contract if we still fail to deliver. You may be entitled to end it immediately where we refuse delivery or delivery by the agreed time is essential under applicable law. Where no different delivery period has been agreed, the statutory default of delivery without undue delay and within 30 days applies. Ending a contract for non-delivery entitles you to the reimbursement required by law.

For our delivery arrangements, risk remains with us until you or a person you nominate, other than the carrier, physically receives the goods. The statutory exception for a carrier independently commissioned by you and not offered by us is preserved. Contact us, rather than relying solely on a claim against the carrier, if an order is lost or damaged.

3 Your right to withdraw

You may withdraw from your purchase without giving a reason within 14 calendar days after the day on which you, or a person you nominate other than the carrier, receives the goods. If goods from one order are delivered separately, the period runs from receipt of the last item. For a product delivered in several lots or pieces, it runs from receipt of the last lot or piece. Any longer period or extension required by applicable law remains available. You may also exercise this right before delivery.

To exercise the right, send us an unequivocal statement of your decision to withdraw at support@hopdesign.net or by another legally valid method. You may use the form below, but do not have to. It is enough to send your notice before the withdrawal deadline. Please include information that helps us identify the order, such as your order number and name.

You do not need our permission or a return-authorisation approval to withdraw. Email support@hopdesign.net for the correct return address and return process before posting goods; we will send you those details. This does not restrict your right to send a timely withdrawal notice. A failure of an online system does not remove your right to notify us by another valid method.

Choosing a standard phone model, stock colour or catalogue design does not by itself make an item personalised or remove withdrawal rights. Making a standard item after you order it does not by itself remove those rights either. The change-of-mind rights in our Returns and Refunds Policy remain available.

You can also submit a return or cancellation request through your HOP customer account when the option is available for your order. We review requests before processing them; submitting a request does not automatically approve a refund. You may continue to exercise your right to withdraw by email or another legally valid method, and that right does not depend on our approval.

4 Sending goods back

Unless we offer to collect the goods, send them back without undue delay and no later than 14 calendar days after telling us that you withdraw. The deadline is met if you send the goods before it expires.

You bear the direct cost of change-of-mind return postage only where we informed you of that responsibility before purchase and have not agreed to pay it. We do not charge a restocking fee. We cover necessary return costs for remedies involving faults or other issues that are our responsibility.

You may handle and inspect the goods to establish their nature, characteristics and functioning as you could in a shop. You are responsible only for any reduction in value caused by handling beyond that, where the law permits a deduction. We will explain any deduction. Please return included parts and accessories and pack the goods securely, using the original packaging where possible; original packaging is not an absolute condition of statutory withdrawal.

5 Reimbursement after withdrawal

We reimburse you without undue delay and no later than 14 calendar days after we are informed of your decision to withdraw. Unless we have offered to collect the goods, we may withhold reimbursement until we receive the goods or you provide evidence of sending them back, whichever happens first. This does not start a new 14-day refund period when the goods or evidence arrive.

We refund the price paid for the goods covered by your withdrawal. If you withdraw from the whole order, we also refund the cost of the least expensive standard delivery we offered for that order. Any extra cost of a delivery upgrade you selected is not refundable as part of a change-of-mind withdrawal. Any additional reimbursement required by applicable law remains available.

We use the same payment method you used, unless you expressly agree otherwise and incur no fees. Your payment provider may take additional time to display the funds. If you cancel before dispatch, we do not withhold reimbursement pending a return that is unnecessary.

6 Legal conformity rights

We are responsible as seller for supplying goods that meet the contract and applicable legal conformity requirements. These rights are separate from the 14-day withdrawal right, any voluntary return policy and any manufacturer or commercial guarantee. They also apply to sale items.

Where goods do not conform, you have the remedies provided by the applicable law. These may include choosing repair or replacement, subject to the statutory conditions concerning impossibility or disproportionate cost, and a price reduction or ending the contract where the law permits. Required remedies must be free of charge and completed within the applicable reasonable or statutory period without significant inconvenience. We do not require you to pursue the manufacturer instead of us.

For new goods, the ordinary statutory baseline is two years from delivery in France, Germany and Italy, and three years in Spain and Portugal. These are not absolute cut-off dates for every claim. National rules concerning evidence, limitation, notification where applicable, suspension, repair-related extensions, replacement and other remedies continue to apply. A commercial warranty cannot reduce these rights.

In France, you also retain applicable hidden-defect rights. In Portugal, the additional remedies available for a lack of conformity appearing within 30 days remain available. Where national law extends or restarts protection following repair or replacement, you receive that protection. Contact support@hopdesign.net with the order details and the problem so we can arrange the appropriate remedy.

7 Mandatory law complaints and courts

You retain the mandatory consumer protections of your country of habitual residence where the relevant rules apply. No choice of law in any store document deprives you of those protections.

For a qualifying EU consumer contract, you may bring proceedings in the courts of the Member State where you are domiciled, as well as other courts available under applicable law. We may generally bring proceedings against you only in the courts of that Member State, subject to the exceptions permitted by applicable law. Nothing here requires exclusive UK proceedings or compulsory arbitration.

Send complaints to support@hopdesign.net. Contacting us does not prevent you from using courts or any applicable alternative dispute-resolution procedure. We will provide dispute-resolution information where required by applicable law. We do not require you to use the discontinued EU Online Dispute Resolution platform.

8 Optional withdrawal form

Complete and send this form only if you wish to withdraw. You can instead send another unequivocal statement of your decision.

To: HOP COMMERCE LTD., trading as HOP
Email: support@hopdesign.net

I/We hereby give notice that I/we withdraw from my/our contract of sale of the following goods:

Goods: ________________________________________

Order number, if available: ________________________

Ordered on / received on: __________________________

Name of consumer(s): ______________________________

Address of consumer(s): ____________________________

Signature of consumer(s), only if sent on paper: __________________

Date: __________________

Delete whichever wording does not apply.