Refund policy

EQ20/20, LLC - RETURN & EXCHANGE POLICY

HOOP-ACTION® main units, Mandatory Accessory Kits, and eligible accessories

1. Return Window and Prior Authorization

EQ20/20, LLC ("EQ2020") offers eligible customers fifteen (15) calendar days after delivery to request an authorized voluntary return. To begin, email support@eq2020.com within that period with your name, order number or proof of purchase, contact information, product(s) to be returned, and reason for the request.

All returns require prior written authorization. Do not ship products until EQ2020 provides return instructions and an authorization reference. Authorization to return merchandise for inspection does not guarantee a refund. Requests after fifteen (15) days are not eligible for ordinary voluntary returns except where required by law or approved in writing by EQ2020.

EQ2020 will provide return shipping instructions and the authorized destination. An approved voluntary return must be tendered to UPS or FedEx with tracking within ten (10) calendar days after written authorization, unless EQ2020 agrees otherwise in writing. The return authorization email will repeat this deadline.

2. Return Conditions — Product Must Be Complete and Undamaged

For an ordinary voluntary return, the merchandise must be clean, complete, fully functional, and in resalable condition, with the original packaging, manuals and supplied components. Reasonable inspection or brief testing is permitted for eligible main-unit returns. Customer-caused damage, missing components, excessive use, improper modification, or material impairment of resale eligibility may make the product ineligible. All returned items are inspected, whether described as unopened, new, used, or otherwise.

Retain the original packaging for every package in the setup. If packaging is unavailable or damaged, contact EQ2020 before shipping. EQ2020 may decline an otherwise voluntary return, or may agree in writing to replacement packaging costs where lawful and disclosed. Condition, completeness, functionality and packaging are determined by EQ2020 after physical receipt and inspection, not solely from descriptions or photographs emailed by the customer.

3. Complete HOOP-ACTION Setups and Promotional Items

A HOOP-ACTION main unit and its Mandatory Accessory Kit are sold as a required complete setup. An approved voluntary return must include both items, all supplied components, and any complimentary promotional merchandise associated with the order. EQ2020 ordinarily will not accept a voluntary partial return separating the required kit from the main unit. Each physical item, included component and package is inspected before the refund decision.

For a discounted setup, the main-unit fee is calculated as fifteen percent (15%) of that unit’s actual net price paid, and the Mandatory Accessory Kit fee is fifteen percent (15%) of that kit’s actual net price paid. Together, those charges equal 15% of the net price paid for the returned complete setup. No additional 15% fee is applied to the total setup, and no fee is charged twice on the same merchandise.

4. Restocking Fees — Eligible Voluntary Returns Only

Eligible, approved returns of functioning merchandise for reasons other than verified manufacturing defects or EQ2020 fulfillment errors are subject to these restocking fees, based on the amount actually paid after applicable discounts:

• HOOP-ACTION main unit: 15% of the actual net price paid for the returned main unit.

• Mandatory Accessory Kit: 15% of the actual net price paid for the returned Mandatory Accessory Kit.

• Other standalone accessories: $10 per approved accessory-only return, capped at 10% of the total net price paid for the standalone accessories returned.

The main-unit and kit fees reflect separate receiving, unpacking, functional inspection, component verification, handling and ordinary restocking/repacking work—even when purchased in one setup. No restocking fee applies to a verified warranty-covered defect, an item shipped in error by EQ2020, or a return where a fee is prohibited by law. These fees and any additional permitted packaging charges must be disclosed as applicable before purchase; ordinary inspection/repacking work is included in the stated restocking fee, not automatically charged again.

5. Voluntary Return Shipping and Inspection

For an authorized voluntary return, the customer pays UPS or FedEx shipping to the designated EQ2020 return destination. Original outbound shipping charges, if separately paid, are generally not refunded for a voluntary return unless required by law or agreed in writing. Separate shipments or cartons may be required for the main unit and kit, and customers are responsible for packaging both securely.

EQ2020 physically inspects EVERY returned item, whether claimed to be unused, unopened, functioning, defective, or previously tested. The inspection may include checking the main unit, kit, all accessories, completeness, operation, safety-related damage, and packaging. Emails or customer statements do not replace an inspection. If a voluntary return is not eligible, EQ2020 will explain the finding and contact the customer about return shipment at the customer’s expense. Receipt of merchandise or an authorization does not itself establish entitlement to a refund.

6. Refund Processing

For an approved voluntary return, EQ2020 will refund the eligible amount paid for the returned merchandise, less any properly disclosed and lawful restocking fee or other separately agreed lawful deduction. EQ2020 ordinarily expects to initiate the approved refund to the original payment method within seven (7) business days after receipt, inspection and refund approval, unless law requires a shorter period. Payment providers or banks may require additional time to post the credit.

Customers will be informed if a returned product does not qualify for a voluntary refund. Any refund required by applicable law will be processed as that law requires.

7. Manufacturing Defects, Mechanical Problems and Replacement Parts

Suspected manufacturing defects or malfunctions are governed by EQ2020's separate HOOP-ACTION® Product Limited Warranty, not the ordinary fifteen-day voluntary-return or restocking-fee provisions. That Limited Warranty addresses eligible manufacturing defects first discovered within ninety (90) days after delivery for the main unit, Mandatory Accessory Kit and HOOP-ACTION Adapter.

For warranty claims, email support@eq2020.com before shipping. EQ2020 may troubleshoot before authorizing a UPS or FedEx return. The customer ordinarily pays inbound warranty-inspection shipping. EQ2020 receives and inspects the merchandise, considers repair first, and then determines whether a tested functioning replacement or applicable refund is appropriate. For confirmed covered repairs or replacements, EQ2020 pays standard domestic outbound shipping, subject to applicable law.

Individual electronic, LED, moving or structural components may not be available for separate purchase, customer installation, or immediate replacement. The separate Limited Warranty governs covered remedies. If the reported concern is not a covered manufacturing defect, there is no automatic entitlement to a warranty refund.

8. Canceling an Order Before Shipment

To request cancellation before shipment, email support@eq2020.com promptly. If EQ2020 approves a voluntary cancellation before shipment, it will refund the canceled payment to the original payment method, subject to applicable law and payment-provider requirements. No restocking fee or payment-processing cancellation deduction applies to an order canceled before shipment under this version of the policy.

If EQ2020 cancels an order because it cannot fulfill it, or if applicable shipping-delay rules require a refund, EQ2020 will provide the required full and prompt refund. After shipment, the voluntary-return provisions apply instead, subject to applicable law.

9. Standalone Accessories

Eligible non-kit, non-custom standalone accessories may be voluntarily returned when the return is authorized within fifteen (15) days after delivery and the accessories are unopened, unused, complete, and in original packaging. EQ2020 examines the merchandise and packaging after receiving it, even if the customer describes it as unopened. The stated capped accessory restocking fee applies only to approved voluntary returns. The required kit is governed by the complete-setup requirement in Section 3.

A verified defect in an accessory is handled under the applicable warranty and law, not the voluntary-return fee. Customized merchandise ordinarily is excluded from voluntary returns, subject to applicable law.

10. Damaged Delivery, Incorrect Items and Exchanges

Inspect deliveries promptly. Report visible shipping damage, missing items, or incorrect merchandise to support@eq2020.com within seven (7) calendar days after delivery, and preserve the packaging and available photographs. This requested notice period does not waive or reduce rights or remedies protected by applicable law.

If EQ2020 ships the wrong product or a covered delivery problem occurs, EQ2020 will provide appropriate instructions without an ordinary restocking fee. Customer ordering errors or preference changes are governed by voluntary-return eligibility, shipping responsibility and applicable fees. Any exchange requires prior approval and available inventory.

11. Shipping Destinations and International Orders

Standard online shipping is available only to eligible addresses in the forty-eight (48) contiguous United States, as described in EQ2020's Shipping Policy and enabled in Shopify checkout. Standard shipping is not offered to Alaska, Hawaii, U.S. territories, Canada, or other international destinations. Any exception requires EQ2020's advance written agreement and a separate review of shipping costs, import obligations, return arrangements, and applicable law.

A purchaser located outside the standard shipping area may place an eligible order for delivery to an address within the contiguous 48 states, subject to the Shipping Policy. This does not create any commitment by EQ2020 to ship, repair, or replace products outside the standard shipping area, except as agreed in writing or required by law.

12. Resale, Trade-Ins and Contact

EQ2020 does not offer trade-ins or buybacks. Reselling or transferring a product does not automatically transfer the separate Limited Warranty. EQ2020 does not retrieve purchased merchandise solely because an owner resells it.

For return, exchange, cancellation, or shipping-damage questions, contact support@eq2020.com. The designated return-shipping destination is supplied only after EQ2020 authorizes a return.

Effective for orders placed on or after October 15, 2026. Previously applicable purchase rights and mandatory legal rights remain unchanged.