We Are Hooked (HOOKED) (“We”, “us” or “our”) is a company registered in Belgium with number BE0597609377 and registered address at kroonstraat 115, b-2140, Borgerhout. We operate www.wearehooked.be (the “Site”). In this Terms & Conditions Policy, references to “you” mean any person submitting any data to us or our agent or the Sites.
When you receive your item, you must check it as soon as possible following receipt and always before use.
You have 14 days to cancel your order under our 14 day return period policy, which starts on the day after you received the item.
All items must be returned unused and in the original packaging as they were in when received by you.
We apologise if you have received the wrong item by mistake. This is not common and we want to resolve this as quickly as possible for you.
To receive a refund or a replacement, you must return the item in the same condition you received it and within 14 days from the day on which you received the item.
Please accept our apologies if you have received an item that is damaged or faulty. We understand how frustrating this can be and want to resolve this as quickly as possible for you.
If you believe that the item is faulty, please contact us. You will need to tell us exactly what the fault is and as soon as possible after discovering the fault and we will advise what to do next.
Our Returns Policy for faulty items upholds your statutory rights.
We apologise if you have not received your item. This is not common and we want to resolve this as quickly as possible for you.
To receive a refund or a replacement, you must inform us that you have not received your item within 21 days from the day on which you received an email from us confirming that the item had been despatched.
Please package the item securely and include inside the package your order number, name and address
Please obtain a proof of postage from the Post Office when you send your item to us. Proof of postage does not cost anything without it, however, we may not be able to process your refund or replacement in the rare event that your item is lost in transit
If you request a replacement and the product is no longer available, we will process the refund back to the original credit/debit card/PayPal account used to purchase the item.
Any item you have accepted and then return is your responsibility until it reaches our warehouse. Please therefore ensure that you send your item back to us using a delivery service that insures you for the value of the goods.
All products returned to us are checked by our Returns Department.
If you are entitled to a refund then we will refund the price of your item (including the cost of delivery).
Returns are usually processed within 7 working days of receipt of a cancelled order, and at the latest within 30 days of receipt.
We will refund the original credit/debit card/PayPal account used to purchase the item.
Please note that we can only refund the postage costs for returning an item where:
we sent you the wrong item
the item is damaged or faulty
We will not refund postage for items found to be in good working order. Costs of posting the item back to you will depend on the item and will be communicated to you after the testing process has been completed.
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