Return & Refund

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

Products purchased from HOOKII.COM, EU.HOOKII.COM, and EU.HOOKII.COM can be returned if they meet one of the following conditions:

Within 30 calendar days from 0:00 the day after receipt, the product, including its packaging, accessories, gifts, and manuals, must be complete, undamaged, and in new, unused condition, without affecting its resale value.

Within 30 calendar days from 0:00 on the day following receipt, if a manufacturing defect or performance fault is discovered in the product.

Within 14 calendar days from 0:00 on the day following receipt, if the product is free from manufacturing defects or performance faults, but the user is dissatisfied with the user experience.

For products purchased from offline stores or authorized dealers, please contact the original purchase channel for return inquiries.

Returns may be rejected in the following cases:

The return request is initiated after the specified return period.

The returned product is incomplete, with missing packaging, accessories, gifts, or manuals, or has man-made damage.

Unable to provide legal proof of purchase or receipt, or if the documents have been forged or altered.

Damage caused by improper use, installation, or failure to follow the user manual.

Labels, serial numbers, etc. have been torn or altered.

Damage caused by unavoidable factors such as fire, flood, lightning strikes, or traffic accidents.

The return item was not shipped within 7 calendar days after confirming the return service with HOOKII.

Any other conditions not meeting the return criteria.

2. Return Shipping Costs

If the product you are returning exhibits performance faults due to non-human factors, HOOKII will cover all related expenses.

 

However, if the reason for return is personal dissatisfaction with the user experience or other non-specific reasons, you will be responsible for the return shipping costs. Additionally, if the product has been activated and used before the return, you may incur additional charges such as handling fees, depreciation costs, and cleaning fees (at least $30, subject to the actual condition of the product).

3. Return Process

Contact the HOOKII customer service team at service@hookii.com and provide proof of purchase, product serial number, and order number to verify return eligibility.

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. (If the return is due to a manufacturing defect, HOOKII will provide a prepaid return shipping label.)

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.

4. 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.

5. Refund Timeline

HOOKII traitera votre remboursement dans un délai de 7 à 14 jours ouvrables après réception de votre produit retourné. Si le produit retourné a été ouvert et utilisé, notre entrepôt inspectera l'état du produit, ce qui pourrait prolonger le délai de traitement du remboursement jusqu'à 30 jours calendaires. Si vous ne recevez pas votre remboursement dans le délai attendu, veuillez d'abord vérifier auprès de votre banque ou de l'émetteur de votre carte de crédit. Si vous avez toujours besoin d'aide, veuillez nous contacter à onlinestore@hookii.com et nous vous fournirons une assistance supplémentaire.

 

Return address and contact details:
1. EU countries:
Recipient: Hookii X Service Center 
Address: Dr.-Ruben-Rausing Str. 2, 8A 
65239 Hochheim am Main
Germany 
Phone number: 0049 1732756500 
Email: info@vitechgmbh.com 

2. USA:
Recipient: Hookii Leo Cao
Address: SAGACITY INTERNATIONAL INC
1420 S Balboa Avenue, Ontario, CA 91761
Mobile phone number: +1 (909) 846-4987 
Email: rebecca_tong@sagacitycn.com 

3. Australia:
Recipient: Hookii KE WANG 
Address: U9 76 rushdale st, Knoxfield, Vic, 3180 
Mobile phone number: 610436011106  
Email: ke.wang@ikefield.com 

4. Canada:
Recipient: Hookii Keith  
Address: 280 Hillmount Rd Unit #6, Markham, ON L6C 3A1, Canada
Mobile phone number:647 636 5234 
Email:keith.chan@futurete-service.com