Refund policy

Refund Policy

We want you to be happy with your purchase. We also know that buying something for your child online means taking a small leap of faith, so here is exactly how returns work.

RETURN WINDOW

HopOnKids accepts returns and exchanges of items purchased on our website within 30 days of delivery, subject to the conditions below. Items cannot be returned or exchanged more than 30 days after delivery.

PLEASE READ BEFORE YOU INSTALL IT

A HopOnKids seat is clamped onto a bike frame and ridden. Once a seat has been mounted and used, the clamps leave marks, the padding and the grips show wear, and it cannot be resold — so it is not eligible for return.

Returns are therefore accepted only for seats that are unused, with all parts in their original packaging.

If you have opened the box and looked at the seat but have not mounted it, it still qualifies. If you mounted it briefly to check that it fits your frame and nobody has ridden with it, e-mail us and describe exactly what happened — we will look at it case by case and tell you honestly where you stand.

RETURN CONDITIONS

To be accepted, a return must meet all of the following:
- the seat is unused, with no clamp marks on the mounting hardware and no wear on the saddle, the guard ring or the grips;
- there are no signs of use, damage, dirt, scratches, moisture or odour;
- all original packaging and parts are included — the frame with the padded guard ring, the saddle, both footrests, the seat belt, the mounting clamps and bolts, the rubber clamp pads and the wrench;
- you can provide your order number or the order confirmation email.

Any sign of use or damage will invalidate the return.

HOW TO START A RETURN OR EXCHANGE

E-mail customer.hoponkids@outlook.com with your order number and the reason for the return or exchange. We will reply with instructions. Please do not send anything back before you have received those instructions — unannounced returns cannot be processed.

Once a return is approved, please send the item back within 14 days.

IT DOES NOT FIT MY BIKE

The seat clamps onto the top tube of a bike frame directly behind the handlebar stem and fits most standard adult bikes with a round top tube. Some frames — very thick or oval tubes, carbon frames, many step-through and folding frames — are not compatible. If the seat does not fit your bike and it is still unused, tell us the make and model of your bike when you e-mail us and we will arrange a return or, where we can, a solution.

WRONG SADDLE COLOUR

If you ordered the wrong saddle colour and the seat is still unused, we will exchange it. Tell us which colour you meant to order when you e-mail us and we will sort it out.

RETURN SHIPPING

You are responsible for the cost of return shipping and for packaging the item securely. Please keep the original box if you think you may return it. We recommend a tracked service, as we cannot guarantee that we will receive an untracked return. Items damaged in return transit may have their refund reduced or refused.

REFUNDS

Once your return is received and inspected we will e-mail you to confirm that it has arrived and whether the refund has been approved or rejected. Approved refunds are issued to your original payment method, normally within 14 days of us receiving the item.

LATE OR MISSING REFUNDS

Banks and card providers usually need a further 2–3 business days to post a refund. If more time than that has passed and you still have not seen it, e-mail us at customer.hoponkids@outlook.com and we will look into it.

DAMAGED, DEFECTIVE OR INCORRECT ITEMS

If your order arrives damaged, defective or incorrect, e-mail customer.hoponkids@outlook.com within 48 hours of delivery with a photo of the item and the packaging. We will arrange a free replacement or a full refund at no cost to you.

Please report it within that 48-hour window. We use the carrier's delivery timestamp when reviewing damage claims, and claims raised long after delivery may not be possible to honour.

A NOTE ON INSTALLATION

Every seat ships with the mounting hardware and a wrench. The most common "it feels loose" report is a clamp that was not fully tightened or was fitted without the rubber clamp pads. Before riding, check that both clamps are tight, that the rubber pads sit between the clamp and the frame, that the seat does not rock when you push it, and that the footrests are set so your child's feet rest on them. If the seat still moves once everything is tight, e-mail us with a photo and we will replace it.

GIFTS

If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of the return once the item has been received and inspected. Follow the same steps above to start the return.

EXCLUSIONS

We cannot accept returns of seats that have been mounted and ridden, items returned without their original packaging or with missing parts, or items damaged by use contrary to the instructions — including damage from a fall or collision, from mounting the seat anywhere other than the top tube, from carrying a child over the 55 lb limit, or from modifying the frame, the clamps or the guard ring.

FEEDBACK

We would love to hear your feedback, questions or concerns. E-mail us at customer.hoponkids@outlook.com — we read everything.