EU.HOOKIIEU.HOOKIIEU.HOOKII

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1. Order Cancellation

You can request a full refund by emailing service@hookii.com within 24 hours of placing an order on hookii.com. Please keep in mind that if you request a refund more than 24 hours after ordering but before delivery, a transaction fee will be applied (3.3% for credit card payment and 3.9% for PayPal payment).

Once an order has been shipped out, it cannot be canceled. If you wish to return the product, please make sure to collect the parcel first, and then contact us at service@hookii.com for return instructions.

In cases where a product is out of stock or the address provided is incomplete or incorrect, we will contact you via email. If we don't receive a response within 15 days, the order will be automatically canceled, and a refund will be issued.

2. 30-Day No-Reason Returns or Exchanges

If you are dissatisfied with your purchase, you have 30 days from the receipt of the item to return it (including all accessories) in its original packaging for either an exchange or a refund. Please note that we are unable to process refunds or exchanges for items received more than 30 days after delivery.

For product quality issues, we offer a full refund or a one-time free replacement within 14 business days of receiving the item.

Please take note of the following:

a. The 30-Day No-Reason Return or Exchange policy applies exclusively to HOOKII branded products purchased on Hookii.com and Kickstarter.com.

b. For products purchased on Hookii.com and returned in good condition, we will deduct a transaction fee (3% for credit card payment, 3.9% for PayPal payment), and shipping costs before issuing a refund.

c. For HOOKII branded products purchased on Kickstarter.com and returned in good condition, we will issue a full refund.

d. Rejecting the delivered package may result in double shipping fees being deducted from your original payment.

e. Intentional damage voids the 30-Day No-Reason Return or Exchange policy, and we are unable to provide refunds or exchanges.

3. Return Process

To initiate a return, please contact us at service@hookii.com. Be sure to provide proof of purchase, such as an invoice. We will then provide you with instructions on how to properly package the product for return. Please also ensure that all components are included in the packaging.

4. Refunds

Once we receive the product back at our warehouse, we will process the refund within 14 business days. You will receive an email notification when your order has been refunded. If you do not receive your refund after 14 business days, please contact us at service@hookii.com.

If your order has already been shipped, and you wish to return it, please collect the parcel first and then contact us at service@hookii.com for return instructions.

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