Our Commitment to Your Satisfaction

At IGL, we design products to elevate your game, and we stand by their quality. We want you to be completely satisfied with your purchase. If for any reason you are not, our straightforward return policy is here to help.

1. Our 30-Day Return Policy

You have 30 calendar days from the date you receive your item to initiate a return. This policy applies to all items purchased directly from iglhoop.com.

Because we offer premium sporting goods ranging from accessories to heavy-duty equipment, return shipping responsibilities and restocking fees depend on the reason for the return. Please see Section 3 for detailed information.

2. How to Start a Return or Exchange

To ensure every request is handled with care, all returns and exchanges must be initiated by contacting our customer support team.

Step 1: Contact Us

Please email our team at support@iglhoop.com with the following information:

• Your Order Number
• The Reason for your return or exchange

Step 2: Receive Your Approval & Link

Our support team will review your request within 24 business hours. Once your return is approved, we will provide you with a private link to our Returns Manager portal.

Step 3: Process Your Return

Click the link we provide to confirm your details.

• For returns due to quality issues, the portal will generate a free pre-paid return shipping label.
• For returns due to non-quality reasons, you will receive instructions on how to ship the item back. You may choose to receive a return label from us (the cost will be deducted from your final refund) or ship it back using a carrier of your choice at your own expense.

Important: Please do not send items back to us without first contacting support and receiving approval. Unauthorized returns will not be accepted.

3. Return Eligibility, Condition & Fees

To be eligible for a return, your item must be:

• In new, unassembled, and unused condition. (For large equipment such as basketball hoops, items that have been fully or partially assembled and show metal-on-metal scratches or signs of use cannot be resold as new and will not be accepted).
• In its original packaging with all original tags, manuals, and accessories included.

Return Shipping & Restocking Fees

• Quality Issues / Damaged in Transit: IGL will cover 100% of the return shipping costs and waive any restocking fees.
• Buyer’s Remorse / Non-Quality Reasons: If you are returning an item because you changed your mind or made an incorrect purchase, you are responsible for the return shipping costs. Additionally, a standard 10% restocking fee will be deducted from your final refund to cover initial handling and processing costs.

Customized items and products marked as "Final Sale" are not eligible for return.

4. Items Damaged in Shipping

Please inspect your items immediately upon arrival. You have 7 days from the day of delivery to report any items damaged during transit. Please email us at support@iglhoop.com with clear photos/videos of the damaged parts and the shipping box. Claims made after 7 days will be denied. For large items, we may resolve the issue by quickly sending you free replacement parts instead of requiring a full unit return.

5. Refunds

Once we receive and inspect your returned item(s), we will notify you of your refund status within 5-7 business days. If approved, your refund will be processed to your original payment method (Shopify Payments or PayPal). Please remember it can take some time for your bank or credit card company to process and post the refund.

6. Exchanges

To exchange an item, please follow the return process outlined in Section 2. After we approve and receive your return, you can place a new order for your desired item at any time.

7. Order Cancellations

You may cancel your order for a full refund at any time before it has shipped. Please email us immediately at support@iglhoop.com with your order number. If the order has already been processed for shipment, it cannot be canceled and must be processed as a return.

Questions?

If you have any questions about our return policy, please don't hesitate to contact us at support@iglhoop.com. We're here to help!