Returns, Cancellation & Refund Policy
Last updated: 05. 06. 2026
At Hippoplus, most products and projects are custom-designed and manufactured specifically for each client. Because of the highly personalized nature of our work, special conditions apply regarding cancellations, returns, and refunds.
Please review this policy carefully before placing an order.
1. Custom-Made Products
The majority of Hippoplus products are manufactured specifically for individual clients based on:
- Custom dimensions;
- Custom designs;
- Custom engineering;
- Project-specific requirements;
- Personalized finishes;
- Site-specific installations.
As a result, custom-made products cannot generally be returned once production has begun.
2. Design and Development Services
Design, engineering, modeling, rendering, consultation, and project development services represent professional services performed by Hippoproject SRL.
Such services may include:
- Concept development;
- Sketches;
- Renderings;
- CAD modeling;
- Technical drawings;
- Engineering solutions;
- Project planning;
- Material selection.
Fees related to these services remain payable regardless of whether the client ultimately proceeds with manufacturing.
Unless otherwise agreed in writing, design and development fees are non-refundable once work has commenced.
3. Cancellation Before Production
Clients may request cancellation of an order before production begins.
Where cancellation is requested before manufacturing has started:
- Design and engineering work already completed may still be invoiced;
- Materials already purchased specifically for the project may be charged;
- Any non-recoverable costs incurred by Hippoproject SRL may be deducted from any refund.
The remaining balance, if any, will be refunded.
4. Cancellation After Production Begins
Once manufacturing has started, cancellation may no longer be possible.
Because products are generally custom-made and produced specifically for the client, the client remains responsible for:
- Work already completed;
- Materials used;
- Manufacturing time;
- Finishing processes;
- Transportation arrangements already committed.
In such circumstances, deposits and payments already made may become non-refundable.
5. Approved Designs
Once the client has approved:
- Drawings;
- Dimensions;
- Renderings;
- Technical specifications;
- Materials;
- Colors;
the client assumes responsibility for those approved selections.
Changes requested after approval may result in:
- Additional charges;
- Revised schedules;
- Additional design fees;
- Additional production costs.
Refunds will not be granted due to changes of preference after approval has been provided.
6. Returns of Standard Products
If Hippoplus offers non-custom standard products for sale, return eligibility may be specified separately for those products.
Unless expressly stated otherwise, products manufactured or modified specifically for a client are considered custom products and are not eligible for standard consumer returns.
7. Damaged Deliveries
If a product arrives visibly damaged during transportation:
1. The damage should be documented immediately.
2. Photographs should be taken before installation or use.
3. Hippoplus should be notified as soon as possible.
We will work with the client and the transportation provider to investigate and resolve the issue.
8. Defective Products
If a product is believed to have a manufacturing defect, the matter will be handled under the applicable Warranty Policy.
Depending on the circumstances, Hippoproject SRL may:
- Repair the product;
- Replace components;
- Replace the product;
- Provide another appropriate remedy.
Warranty claims are evaluated separately from return requests.
9. Deposits and Advance Payments
Advance payments and deposits secure:
- Production capacity;
- Engineering resources;
- Material procurement;
- Project scheduling.
For this reason, deposits may be partially or fully non-refundable depending on:
- Project stage;
- Work completed;
- Materials purchased;
- Commitments already undertaken by Hippoproject SRL.
Specific payment terms may be outlined in the quotation or contract.
10. Rental Services
Rental bookings may be cancelled subject to the conditions agreed for the specific project.
Where products have already been reserved, produced, customized, transported, or allocated for a rental period, cancellation charges may apply.
The amount of any refund will depend on:
- Notice period provided;
- Project preparation already completed;
- Transportation arrangements;
- Reserved inventory.
11. Rent-to-Own Agreements
Products supplied under rent-to-own arrangements may be subject to separate contractual terms.
Any cancellation, return, repossession, or refund rights shall be governed by the specific rent-to-own agreement.
12. Exceptional Circumstances
Hippoproject SRL may, at its sole discretion, offer partial refunds, credits, replacements, or alternative solutions in circumstances where doing so is considered commercially reasonable.
Such decisions do not create an obligation to provide similar remedies in future cases.
13. Our Goal
Our objective is not simply to manufacture products but to build long-term relationships with our clients.
If a problem arises, we encourage clients to contact us promptly so that we can work together toward a fair and practical solution.
Contact
Hippoproject SRL
Email: 3d@hippo.ro
Phone: +40 724 231 412
Website: hippo.ro