Refund policy
At HOVER BROTHERS, we want you to feel confident and satisfied with every purchase. If something isn't quite right, we've made our returns process as straightforward as possible.
Order Cancellations
You can cancel your order free of charge within 12 hours of placing it. Simply email info@hoverbrothers.com with your order number and "Cancel order" in the subject line.
Cancellation requests received within this 12-hour window will be canceled and refunded in full to your original payment method.
After 12 hours, your order has usually been passed to our fulfillment team and can no longer be stopped. Once it arrives, you can still return it under our 30-day return policy.
Would you like to change the size, color or shipping address of your order? Please contact us within the same 12-hour window. After that, we cannot guarantee that changes can be made.
Refunds for canceled orders are normally processed within 3 business days. Your bank or payment provider may need additional time before the funds appear in your account.
Returns – 30-Day Window
You may request a return within 30 days of receiving your order.
To qualify for our 30-day return policy, items must be returned in their original condition, unworn other than for the purpose of trying them on, with all original tags and labels attached. Where applicable, original packaging should also be included.
Please keep your order confirmation or other proof of purchase.
To request a return, contact us at info@hoverbrothers.com and include:
- Your order number
- The item(s) you wish to return
- A brief reason for the return
Once your return request has been reviewed, we'll provide you with the appropriate return instructions and return address.
Please do not send items back before receiving return instructions from us, as unauthorized returns may cause delays in processing your refund.
If you have any questions about your return, please contact us before sending your package.
Damaged, Defective or Incorrect Items
Please check your order as soon as it arrives.
If an item arrives damaged, is defective, is not as described, or is not the item you ordered, please contact us within 7 days of delivery at info@hoverbrothers.com and include:
- your order number
- clear photographs of the item and the issue (and of the outer packaging if the package was damaged in transit)
Reporting within 7 days allows us to resolve the issue quickly and, where needed, file a claim with the carrier. Once reviewed, we will offer a free replacement or a refund, and we will cover any return shipping costs.
Reports received more than 7 days after delivery will be reviewed on a case-by-case basis.
Nothing in this policy limits any rights you may have under applicable federal or state consumer protection laws.
Return Shipping Costs
For standard returns where you have simply changed your mind, the cost of returning the item is generally your responsibility.
We strongly recommend using a tracked shipping service and keeping your proof of shipment until your return has been processed.
If your return is necessary because the item is faulty, damaged upon arrival, incorrect, or due to an error on our part, we will cover reasonable return shipping costs or provide an appropriate return solution.
Items We Cannot Accept
Certain products may be excluded from our standard return policy where permitted by applicable law. These can include:
- Personalized, customized, or made-to-order products
- Perishable goods
- Sealed personal-care, beauty, or hygiene products once the seal has been broken
- Hazardous materials, flammable liquids, or gases
Gift cards are non-refundable, except where required by applicable law.
Sale or promotional items may be returned within our standard 30-day return period unless otherwise clearly stated at the time of purchase.
Faulty or damaged items can always be reported to us regardless of whether they were purchased at full price or during a promotion.
If you're unsure whether an item can be returned, contact us at info@hoverbrothers.com before sending it back.
Exchanges
We accept exchange requests within 30 days of delivery, subject to the conditions of our return policy.
For example, you may request a different size or color if the required item is available.
To request an exchange, email info@hoverbrothers.com with your order number and details of the item you would like to exchange.
We'll provide you with the next steps.
Because stock can change quickly, we cannot guarantee that your preferred replacement will remain available while your return is in transit. If you want to secure another size or item immediately, it may be quicker to return the original item for a refund and place a new order separately.
Refunds
Once your return has been received and inspected, we'll let you know whether your refund has been approved.
Approved refunds will be issued to the original payment method.
We aim to process approved refunds promptly and normally within 10 business days. Your bank, credit-card provider, or payment provider may require additional time before the funds appear in your account.
If 15 business days have passed since we confirmed that your refund was processed and you still haven't received it, please contact us at info@hoverbrothers.com.
Contact & Company Details
Store name: HOVER BROTHERS
Trade name: Hover Brothers
Company name: Don Collective
Warehouse address: 4141 Fairbanks Ave, Bldg 50, Kansas City, KS 66106, United States
Business address: Ruiterweg 22, 1251 ZZ Laren, The Netherlands
VAT number: NL005509985B03
Company registration number: 42119080
Phone: +1 (800) 856-4184
Email: info@hoverbrothers.com
Customer Support Hours
Monday – Friday: 8:00 AM – 5:00 PM (CT)
We aim to respond to all enquiries within 24 hours.