Return & Refund Policy

This HOOKII Return & Refund Policy (hereinafter referred to as “Policy”) applies only to HOOKII products purchased from authorized retailers for personal use and not for resale. In the event of any conflict between translations, the English version shall prevail.

 

By using your HOOKII product, you agree to abide by these policies. If you are not eligible or do not agree with any terms, please do not use your HOOKII product. If you return the deactivated product within seven (7) days as outlined in Section I of this policy, you may qualify for a full refund of the purchase price.
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Last updated: January 2025

1. Return Conditions

2. Returns may be rejected in the following cases:

3. Return Shipping Costs

4. Return Process

5. Preparation Before Return

1. Return Conditions

You can request an exchange if your product meets one of the following conditions:

Within 14 calendar days from 0:00 the day after receipt: The product was damaged in transit and you can provide proof of damage from the shipping company.

Within 14 calendar days following 0:00 the day after receipt: HOOKII delivered the wrong product.

Within 14 calendar days from 0:00 on the day after receipt: The product has a manufacturing defect or performance issue not caused by human error.

2. Returns may be rejected in the following cases:

We may reject exchange requests in the following cases:

The exchange request is made more than 14 calendar days after 0:00 the day following receipt.

You cannot provide valid proof of purchase or receipt, or the documents are altered or falsified.

The product is incomplete or the appearance is damaged due to human causes.

HOOKII's technical support team determines that there is no quality issue with the product.

The product has damage caused by collisions, burns, unauthorized modifications, foreign objects (water, oil, sand, etc.), improper installation, or misuse not in accordance with the user manual.

Labels, serial numbers, or machine codes have been altered or removed.

The product is damaged due to unavoidable events such as fire, flood, lightning, or traffic accident.

You cannot return the product within 7 calendar days of HOOKII confirming the exchange.

You cannot provide proof of damage by the shipping company when the exchange request is due to shipping damage.

Other situations described in our policy.

3. Return Shipping Costs

For products eligible for exchange, HOOKII will cover the shipping costs.

5. Return Process

Contact the HOOKII Customer Service team at service@hookii.com, providing proof of purchase, product serial number, and order number to confirm your eligibility for an exchange.

Once your product is confirmed to meet the return conditions, HOOKII will provide you with the return address.

Contact the courier service and ship the product according to the instructions.

After receiving the returned product, HOOKII’s technical support department will inspect it. Once the product’s condition is verified, we will process the refund.

5. Preparation Before Return

Perform a factory reset on the device added to your account and then delete it.

Carefully pack the product and all accessories according to the packing guide, paying special attention to include the charging dock and adapter. If the accessories are incomplete, you may need to compensate based on the pricing of the missing accessories.