Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. We reserve the right to refuse to refund any item sent back that is not in the original condition. In the event that we refuse your return, you will be required to arrange a collection yourself if you would like the product back.
Additional non-returnable items:
- Gift cards
To return an item back to us, you will need to request a return. This can be done by visiting help.hookedgear.co.uk and clicking the “start a return” link which can be found in the header of the support page, next follow the simple steps and then we will then provide you with all the details needed to make your return. This information will also be provided on your order confirmation email.
We recommend that you always obtain proof of postage when sending an item back to us, just in case it gets lost on the way. In the event that the item does not arrive at our warehouse, we will request to see your proof of postage, if you do not have one, this may prevent us from being able to process your refund.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted: (if applicable)
- Any item that is returned more than 30 days after delivery may be susceptible to a partial refund depending on the circumstances
- If there are any items missing from a multipack
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days, this may vary depending on your card issuer.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected]
Exchanges (if applicable)
We do not currently offer exchanges for our products and are only able to replace items if they are defective, damaged or incorrect. If you need to exchange it for the same item, send us an email at [email protected] and send your item to the address that we provide you when you create your return.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
To return your product, you should mail your product to the address provided when you create your return.
You will be responsible for paying for your own postage costs for returning your item. Delivery costs are non-refundable.
When returning an item to us, you should consider using a trackable, signed for or insured postal service. We don’t guarantee that we will receive your returned item.