Hooman's Terms & Conditions


1. Purchase Contract


1.1 This website is operated by Hooman Group Limited trading as Hooman ("Hooman", “The Hooman Life”, "we", "us" or "our"). By using the thehoomanlife.com website or placing and order via our website, you are bound by these terms and conditions and confirm acceptance. All use and purchases made on this website are governed by these Terms and Conditions at any time although the Terms and Conditions governing any given use or purchase will be those in effect at the date of your order or specific use. If you use or order goods after we have published any changes you will be bound by those changes. Accordingly, you should check prior to each use or order to ensure that you understand the precise terms and conditions applicable to your site visit or purchase. To assist you in determining whether the Terms and Conditions have changed since your most recent order we will display the date when these Terms and Conditions were most recently updated.

1.2 These Terms and Conditions were most last updated on 07 MARCH 2023.

1.3 We sell goods only to end-users.

1.4 We will confirm acceptance of your order placed with us. This will occur sending an e-mail confirming your order to the e-mail address you have provided to us. At the point of acceptance, the purchase contract will be made and we will supply the goods to you in accordance with your order and these Terms and Conditions.

1.5 Unless you have requested not to be contacted by text message, if you have placed an order for delivery two or more days in advance then we may also to send you a text message on the day of your order reminding you of the scheduled delivery time of your order. The purpose of the reminder is to reduce the likelihood of delivery times being forgotten.


2. Price and Delivery Charges


2.1 The price of the goods will be as quoted on the website at the time you confirm your order (usually by clicking the "checkout" button) subject only to any inadvertent technical error for which we will not be liable. Where a substitute item is offered in place of an item ordered, the price charged for that substitute item (if accepted) will be the price applicable at the time the item is substituted.

2.2 The prices stated on the website will be inclusive of any taxes & VAT payable within our core delivery zone, which is formed of: United States (excludes Hawaii, Alaska & US territories), United Kingdom, European Union, Hong Kong and China. Any purchases that are delivered to a country not included in our core delivery zone, may incur customs duties and similar public charges on arrival, and these costs shall be borne by the Customer including a customs / brokerage fees levied via our shipping partners for handling the customs procedure.

2.3 If we make an error in advertising the price of the goods on the website, we shall reserve the right to cancel any orders you place for such goods up to the point of your order being delivered.

2.4 Each order you make may include a charge for delivery. If your order is subject to a delivery charge, it will be shown to you as a separate charge on the delivery confirmation page before you confirm your order. Any delivery charge added to your order will be dependent upon, amongst other things, the value of your order, the date and time of your delivery and your delivery address and charges may vary from week to week.

2.5 Customers who select for our installment payment plan will be charged a service fee which is displayed on the checkout payment page after selecting to pay by installments. This fee is applied to the entire order value and split across all installment payments.

2.6 Any delivery fees that may arise after an order has been dispatched because the buyer has directly requested our partner delivery agents additional/premium addon services for example weekend delivery, change of delivery address, will be the responsibility of the receiving customer to cover those additional costs or fees.

2.7. Address changes are possible until your order has been submitted to the warehouse for picking. If an address change occurs after this period, a minimum processing fee of 20 USD will be charged.


3. Methods of Payment


3.1 Payment may be made by debit, credit or charge card and some business account cards as well as our installment payment option. We also accept payment via vouchers or coupon codes issued by The Hooman life. No other vouchers or "money off" coupons will be accepted towards payment of an order. Any refunds arising from an order paid for by vouchers shall be given in vouchers. You cannot pay for your order by cash or cheque.

3.2 The debit, credit and charge cards accepted by us are Visa, Mastercard & American Express.

3.3 All payment transactions may be subject to validation checks and authorisation by the relevant card and service providers and/or by us. If your card issuer/payment service provider refuses to authorise payment to us, we will not be liable for any delay or non-acceptance of orders made by you.

3.4 If for any reason any payment is refused after we have dispatched any product, we will have the right to request the payment from you or recover the relevant product(s) from you. We may charge you for our costs in recovering the product(s) or seeking further payment.

3.5 Full ownership and title in any product ordered from us will remain with us and will not pass to you until we have received payment of the full purchase price for such product.

3.6 Orders paid via Installment Payments.

3.6A Customers who choose our instalments option to pay, understand and agree that we request authorization from their credit card company, reserving the total purchase amount from their available line of credit. When customer chooses to pay in instalments, the total price of customer’s purchase is blocked from customer’s available credit limit. That means the total amount is held in reserve on customer’s card to ensure payment. The first instalment is immediately deducted from customer’s card. Then, each month, according to customer’s payment plan, the instalment amount is collected, and we  request authorization for the remaining balance. The authorization will remain in effect until customer cancels it in writing, in which case customer’s remaining balance becomes due.

3.6B If you decide to pay the remaining balance in full after paying the first instalment, you may do so. However, any fees that were added during the checkout process relating to our instalment option, will not be refunded or discounted.  

3.6C In case of an authorization being rejected for any reason, customer understands that we may attempt to process the charge again within seven (7) days after notifying customer via e mail. In the event that a customer fails to pay an instalment for any reason, we may charge customer’s credit card at any time for the full outstanding amount due and apply a penalty fee of no less than 30 USD. In the event of unpaid ayments, we reserve the right to use an external recovery agency to recover any money owed, plus any additional fees that may be incurred. The recovery agency may report the outstanding debt to credit bureaus, which may negativly impact your credit report. Additionally, the agency may decide to pursue recovery of the debt in the courts.

3.6D The installment payment option is available to customers: card billing and order shipping address must be located within one of the following regions; The United States (excluding US territories, Hawaii, Alaska & Puerto Rico), United Kingdom, European Union. Orders value may not exceed 800 USD. 


4. Delivery


4.1 Delivery options will be shown throughout your order process and will be delivered via a delivery courier. Estimated Delivery time will be as shown during the checkout process on the website. and will be made to the address specified by you when you create an order on the website.

4.2 Products are subject to availability and prevailing market conditions. We may limit the quantities of goods (particularly goods on special offer) supplied to any one customer if in our opinion the quantity ordered jeopardizes availability for other customers. In the event of non-availability of any goods you order, we may offer a reasonable substitute. This may affect the price you pay. You may reject any substitute item and we will refund the amount you have been charged for that substitute. It is our policy to identify any substitute items to you at the time of delivery and give you the opportunity to accept or reject the item at that time.

4.3  In the event that the goods delivered to you are incomplete or include incorrect goods, you must notify us in accordance with our Returns Policy. You will not be charged for any incorrect goods that you wish to return or goods which you have not received. In any event, subject to clause 7.1 below, our liability will be limited to the price of the goods not delivered or incorrectly delivered and the cost of delivery.

4.4 We take special care to endeavor that deliveries are made within a short delivery slot and accordingly, it is your responsibility to ensure that an appropriate person is available at the delivery address at all times during the delivery slot. We may ask that an appropriate person signs for the goods on delivery. Subject to clause 4.7 below, if no one is at the address when the delivery is attempted the goods may be retained by the currier who will leave notification of delivery and will attempt to rearrange the delivery.

4.5 Please note adverse weather conditions or other events outside of our reasonable control may result in the occasional late or cancelled delivery. If that is the case, we will endeavor to contact you as soon as we are able to in order to reschedule your delivery time and date. In any event, subject to clause 7.1 below, our liability to you will be limited to the price of goods not delivered and the cost of delivery.

4.6 Should you fail to be present for your delivery and the goods are returned to us, we are entitled to charge you the full cost of re-deliver deliver.

4.7 Hooman and its agents and subcontractors will ordinarily only make deliveries when an appropriate person is able to receive the delivery. If you instruct us or a delivery courier to leave a delivery unattended at your address or with a neighbor, Hooman expressly disclaims all liability which may arise by virtue of the delivery being left unattended for a period of time. This includes but is not limited to theft, tampering, contamination.

4.8 For shipments to countries not included within our Core delivery Zone, which is formed of: United States (excludes Hawaii, Alaska & US territories), United Kingdom, European Union, Hong Kong and China, Hooman will have no control over applicable customs policies. You agree that you are the sole importer of the product(s) and are responsible for all import duties and taxes, and any related levies for the purchase of your product(s).


5. Returns, Exchanges & Refunds


5.1 Subject to clauses 5.2, We offer free returns and exchanges within 30 days of receiving the goods for orders that were delivered to the following locations: United States (excluding US territories, Hawaii, Alaska & Puerto Rico), United Kingdom, European Union, Hong Kong, and China.

5.2 In the case of items that have been personalized, altered by yourself, or made to measure you do not have the right to cancel or return the product. Should you wish to cancel your order prior to the time of delivery, we shall be entitled to deduct 50% of the price of made to measure items contained in your order.

5.3  Costs for Other Locations: For all locations not mentioned in clause 5.1, returns & exchanges may be initiated within 30 days of receiving the goods, but the costs relating to shipping the goods will be the customers. Additionally, any original shipping fees paid by the customer wjem placing the order will not be refunded.

5.4  Customers must initiate a return via our returns portal within 30 days of the item being delivered. Returns initiated outside this timeframe may not be accepted..

5.5 Return Costs for Other Locations: For all other locations, returns can still be made within 30 days of receiving the goods, but at the cost of the customer. Additionally, any original shipping fees paid by the customer will not be refunded.

5.7 Return Eligibility: To be eligible for a return or exchange, the product must be unused, in the same condition as received, and in its original packaging. It must also include all original tags, labels, and accessories.

5.8  securely package the product in its original packaging, including all accessories and documentation. Clearly write the RMA number on the package. If the customer is required to use their own return method, they are responsible for shipping the product back to us using an insured and trackable shipping method.

5.9  If your return is free of charge or the return label is provided by Hooman, the customer must ensure the carrier receives the item within 10 working days from the date of receiving the return label. Failure to hand over the goods to the carrier within this timeframe will invalidate the return.

5.10  On arrival, your return will be inspected, we maintain the right to make deductions from the refund amount for missing or damaged parts, accessories, or packaging. The deductions will be assessed based on the condition of the returned goods and their completeness.

5.11  Your refund: We will endeavor to credit your original payment card with the price of the returned goods within 10 working days from the day on which Hooman or its logistics partners receive your returned goods. Please note that the actual refund processing time may take longer depending on your payment provider.


6. Hooman Giving Program


6.1 For each complete dog bed that’s ordered via our website we will donate a free specially developed dog mattresses to one of our partner animal charities or rescue centers. A full list of the partners we support can be found on our Giving Program page.

6.2 Free donation beds are allocated via our customer voting system. When a customer completes the purchase of a complete Hooman dog bed,  they can pick which one of our charity partners they wish to donate to. Therefore, for each “vote” that a partner charity receives, the more “donation beds” we will allocate to them. Once the charitable partners total required quantity of beds is reached, we will be disable as an available option on the voting page, until again we are notified by the charitable partner that they again require more beds.

6.3 Hooman Group Ltd hereby reserves the right at any time to modify, suspend or cancel the Hooman Giving Program. Any changes Hooman makes will be effective immediately upon action, which it may give by posting new Terms and Conditions on the Website.

6.4 Your personal information may be collected in connection with our giving program will be used in accordance with our Privacy Policy


7. Warranty and Liability


7.1 Our maximum liability arising out of any order for the supply of goods to you under this contract will be limited to the retail price of the goods contained in that order.

7.2 Our limited One Year warranty extends to all products manufactured by the Hooman Group Ltd, purchased directly from Hooman Group Ltd and customers located in The United States (not including US territories), The United Kingdom, The European Union, Hong Kong, China.

7.3 This limited Warranty extends to the original purchaser of any of our products who are located in the United States (not including US territories) The United Kingdom, The European Union, Hong Kong and China. The limited Warranty does not extend to customers who purchased products through any of our trade programs or the use of our products for commercial purposes (for example, in a hotel or store).

7.4 All our warranties, including any implied warranties, are valid only for the period our products are owned by the original purchaser. The “original purchaser,” for the purposes of this Warranty, is the first purchaser of the product from Thehoomanlife.com or a Hooman authorized retailer. Please retain a copy of your receipt as proof of purchase. All Hooman Group limited warranties are not transferable. 

7.5 Hooman warrants their products in its original packaging sold to you against the defects in material and workmanship set forth below (“Defects”) for a period of 1 year from the time your product is delivered to the customer.

7.6 Our warranty applies to Defects due to faulty workmanship or materials, subject to the limitations described in this warranty. This limited Warranty does not cover the following:

  • Normal wear and tear as a result of washing and intended use.
  • Comfort preference.
  • Use outdoors
  • Physical abuse or damage to the product, including but not limited to, burns, cuts, tears, scratches, liquid damage, or stains; provided, that the defect is caused by such abuse or damage.
  • Damage caused by the failure to correctly follow assembly or product care instructions.
  • Damage caused by commercial use, such as in a hotel or store.
  • Any product sold by resellers who are not authorized retailers.

In the event of a Defect, The Hooman group’s sole and exclusive liability and your sole remedy under this limited Dog Bed Warranty will be, at Hooman’s option, to provide a replacement product, replacement spare part, subject to your fulfillment of “Your Responsibilities”  in section 8.8 below.

7.7 In the event of a Defect and to get the benefit of this limited Warranty, you must contact our customer support team with proof of the original date of purchase. Should shipping costs be required to return products for a warranty repair, you will not be responsible for those costs. Evidence of a Defect and any claims requested to be sent to the agent handling your warranty case.  In the event of a Defect, Hooman Group Ltd will ship the replacement product or spare part free of charge.

Replaced products are subject to the same limited Warranty as the original Dog Bed. If you obtain a replacement product, the warranty term of the replacements Cover begins from the date of purchase of the original product.

7.8 in no event will Hooman or its suppliers be liable for procurement of substitute products or other special, incidental, consequential or indirect damages arising out of or related to our products or their use by you or any third party, whether under theory of contract, tort (including negligence), indemnity, product liability or otherwise. This limitation will apply even if Hooman has been advised of such damages and notwithstanding the failure of essential purpose of any limited remedy. Hooman’s total liability will not exceed the purchase price paid for the dog bed giving rise to such liability.


8. Customer Complaints


8.1 Any Customer complaints should be addressed to our customer service team by email to: help@thehoomanlife.com.


9. Special Offers, Promotions and Competitions


9.1 From time to time, and in our complete discretion, purchases of goods may be subject to special offers. In the event that such a special offer applies to your purchase, the terms of such special offer shall be subject to these Terms and Conditions. If there is any conflict between the terms of a special offer and these Terms and Conditions, these Terms and Conditions shall prevail unless specifically excluded.

9.2 We may change the terms of special offers, or withdraw them altogether, at any time and without prior notice. Subject to clauses 2.1(a) and 4.2, we will honour at the offer price any order placed by you before an offer ends, or is amended or withdrawn.

9.3 We reserve the right to offer in our complete discretion different customers different special offers, promotions and the ability to enter different competitions.

9.4 Please note that our introductory voucher code offer is valid one per household.


10. General


10.1 If any of these Terms and Conditions is held by any court of competent authority to be unlawful, invalid or unenforceable, in whole or in part, this will not affect the validity of the remaining Terms and Conditions which will continue to be valid and enforceable to the fullest extent permitted by law.

10.2 All copyright, trademarks and all other intellectual property rights in all material or content supplied as part of this website shall remain at all times vested in us or our licensors. You are permitted to use the material data and content only for your personal use in placing orders through www.thehoomanlife.com, and you may not otherwise copy, reproduce, transmit, publish, display, distribute, commercially exploit, use or create derivative works of any material data and content on the www.thehoomanlife.com website without The Hooman Group’s prior written permission. Hooman may impose a fee on any proposed use of the material data and content contained on its website, other than for placing orders through the www.thehoomanlife.com website.

10.3 These Terms and Conditions will be governed by Hong Kong law and the parties submit to the exclusive jurisdiction of the Hong Kong courts in relation to any dispute which may arise between them. Hooman & The Hooman Life are trading names of Hooman Group Limited, registered in Hong Kong (company registration number 2217167 ) and whose registered office is at 2107, 21/F, CC WU Building, 302-308 Hennessy Road, Hong Kong.


11. User Generated Content – Terms and Conditions

Information about our customers is an important part of our business and we do not sell or rent your information to anyone else to enable them to send you direct marketing unless you agree otherwise. However, there are circumstances where it is necessary for us to share personal information in order for us to provide our customers with our superior delivery service. At all times where we use or disclose your information it will remain secure.

11.1. From time to time the team at Hooman select user generated content (“Content”) which showcases the Hooman brand or products. This Content is created by customers (“Contributors”) and shared on social media via Facebook, Twitter, Instagram, YouTube and/or Snapchat.

11.2 Content will be selected by Hooman Group Limited or one of its affiliated companies (together the “Company”).

11.3 This selected Content may then be re-used via The Hooman Life’s social media channels including Facebook, Twitter, Instagram, YouTube, Snapchat or directly via its website: www.thehoomanlife.com

11.4 Contributors must be aged 18 or over.

11.5 No purchase is necessary.

11.6 Any Content selections are at the sole discretion of the Company and the Company is under no obligation to use the Content having sought the Contributors approval.

11.7 By agreeing to the sharing of the Content, you as the Contributor warrant that the Content is your own creation and does not infringe the rights of any third party.

11.8 The Company hereby agree to use the Content only in accordance with these terms and conditions.

11.9 Upon Content selection, the Company will contact the Contributor via Facebook, Twitter, Instagram, YouTube or Snapchat, as appropriate, and ask for his/her consent to use the Content on its own social media channels or via its website. The Contributor will be asked to reply with a word or phrase and sent a link to these terms and conditions.

11.10 A response with the requested word or phrase by the Contributor is required before the Company will use the Content. By responding with the requested word or phrase the Contributor is warranting they have read and accept these terms and conditions

11.11 By releasing the Content to the Company, the Contributors social media username and/or profile picture may appear alongside the Content on these channels.

11.12 The Company reserves the right not to use, or to remove, the Content at any time.

11.13 If the Contributor no longer wants their Content to feature on the Company’s social media platform or website, it will contact the Company, who will remove this Content within a reasonable time period.

11.14 By agreeing to the Company using the Content, the Contributor grants the Company for no payment in return or any other form or reward, a worldwide, non-exclusive, transferable, royalty free, irrevocable license to use the Content via their social media channels and www.thehoomanlife.com

11.15 The License granted shall only be used by the Company as described under these terms and conditions.

11.16 The Contributor warrants that he/she has all rights necessary to grant these licenses and that the Content complies with all applicable laws, rules and regulations and does not infringe or otherwise violate the copyright, trademark, trade secret, privacy or other intellectual property or other rights of any third party. If the Contributor becomes aware of any reason the Content may be infringing the rights of any third party or breaching any applicable law or regulation, the Contributor will contact the Company informing them of such as soon as reasonably practicable.

11.17 The Contributor understands the Content will be accessible to third parties via social media channels and the Hooman Life’s website and waives all moral rights and any other rights with respect to the attribution of authorship or integrity of materials regarding the Content.

11.18 Hooman may remove, or make editorial revisions to, any of the Content at any time without notice or approval from the Contributor.

11.19 The Hooman and its agents will only use any personal information supplied by the Contributor for the purposes of re-using the Content.

11.20 To the extent permitted by law, Hooman accepts no liability for any damage, loss or injury suffered as part of this sharing of Content.

11.21 By consenting to the Contents use, the Contributor accepts these terms and conditions and those of Facebook, Twitter, Instagram, YouTube or Snapchat as applicable.

11.22 These terms and conditions and any dispute or claim arising out of or in connection with it or its subject matter or formation shall be governed by and construed in accordance with the law of Hong Kong SAR.