Returns and Exchanges
Returns and Exchange Policy
This Returns and Exchange Policy applies to all items purchased from Hooks. Nothing in this Returns and Exchange Policy affects your statutory rights.
To be eligible for a return, you must contact us by email - firstname.lastname@example.org - within 14 days of purchase date. Once a return has been approved, the item(s) must be shipped to us within 7 days of approval date. Hooks reserves the right to refuse items shipped after this 7 day period.
All items returned for refund or exchange must be returned in new condition with original packaging and tags attached. Please ensure all returned clothing items are free from marks, stains, pet hair and rips as they may not be accepted for return if received damaged or an in a condition that is not resalable.
We suggest all returns or exchanges are sent via recordable or trackable means as we take no responsibility for returns or exchanges lost in transit.
If items are received in compliance with our returns and exchange policy, refunds (if applicable) will be credited via the original form of payment less the cost of postage and, in the case of an AFTERPAY transaction, the fees associated with this transaction.
For 'change of mind' returns and refunds, we will refund you the purchase price, less the cost of postage, and in the case you qualified for free postage based on your order amount, a flat fee of $14.95 (the cost of postage to us) will be deducted from the refund amount.
We will not exchange or accept returns of items showing signs of damage not the result of a manufacturing fault. Including, but not limited to, accidental, malicious and other wear related damage, such as;
- Signs of misuse or inappropriate care/washing.
- Cut marks on stitching, seams or uppers or stains
- Material decomposition due to prolonged dampness / general wear.
1. Order Acceptance and Contract
An email notification will be sent to the email address provided confirming receipt of the the order.
In the event we are out of stock we will notify you as soon as possible to advise of the options.
2. Returning defective or non conforming items
Items may be returned or exchanged if they are defective, faulty or do not conform with the original order.
Items must be returned within the stated period and accompanied by a description of the defect. Justified defective or faulty items will be fully reimbursed or exchanged (if desired).
We are happy to exchange any product returned within the stated period. Exchanges are subject to availability.
4. Cost of Return / Exchange
For exchange of products, the customer is responsible for all shipping costs incurred for the exchange, (returning of item to Hooks & for dispatch of exchanged goods) unless the exchange is due to a faulty or defective item, or the item received is not the item ordered by the Customer.
Products purchased during a sale or campaign are ineligible for refund. Exchanges made on sale or campaign products can be made subject to availability and with all exchange shipping costs the responsibility of the customer.
For customers seeking to return products, the Customer is responsible for shipping cost payable.