Refund and Return policy for products purchased via our website
If we (The Hook, Petone) sale any products which are not in the exception list then -Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
We (The Hook, Petone) mainly deal with Food, categorised as “Perishable goods”. We have no return or refund policy for perishable products, however, we are happy to look into your matter on case by case basis to offer a resolution on our sole discretion.
Additional non-returnable items:
– Gift cards
– Downloadable software products
– Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email or call you to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us using contact details provided under ‘CONTACT US” tab on our website.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items (items on sale or special offering) cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email using details on our website under CONTAT US tab.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
To return your product, you should mail your product to: 306 Jackson Street, Petone, Lower Hutt.
You will be responsible for paying for your own shipping costs on your risk for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.