We try to make returns as easy as possible at HOO Knives:
- Contact us with your Order Number to receive a returns reference number here – info@hooknives.com
- We’ll create your return.
- You return your item to us.
- We’ll arrange for your refund or replacement.
- You must tell us within 14 days of receiving your order that you want to cancel, from this date, you have another 14 days to send us the return.
- Exemption for Custom Items: Custom-made, personalised, or bespoke products are not subject to the standard 14-day return right.
- Cancellation Fee: Returns may be subject to a 10% cancellation fee if postage and/or card/progressing fees have been applicable too Hoo Designs Limited.
Questions and Answers:
Q: How do I get a refund after a return?
A: Your refund will be processed after we receive the product and have checked over it to ensure it is unused. If the product is faulty the condition clause may not apply.
Q: How long will my refund take?
A: Depending on your method of payment refunds can be anywhere from the same day the item(s) arrive back with us up to 10 working business days.
Q: How much will I be refunded?
A: You will be refunded for the exact cost you paid for the product minus the costs Hoo Designs Limited encountered when sending the product to you, such as postage costs and card fees.
Q: Who is responsible for return postage costs?
A: The buyer is responsible for the postage costs and safe return of the product, we highly recommend a tracked postage method to ensure the safe return of the product(s) Hoo Designs Limited will not be held liable for lost returns.
Q: How should I package a return?
A: Returns should be packaged in the same safe fashion the product was sent.
In addition, all HOO DESIGNS LIMITED designs are guaranteed against manufacturing defects for a minimum of 12 months not including other warranties we may offer. Your statutory rights are unaffected. Under the UK Consumer Contracts Regulations, you have a right to cancel your order for any item purchased on this website, for a refund. Please note that this does not apply to items personalised or made to your specification. To cancel your order you can email us, or write to us within 14 days of delivery of your items, quoting your order number.
Accepting returns and giving refunds: the law
Online, mail and phone order sales
Online, mail and telephone order customers have the right to cancel their order for a limited time even if the goods are not faulty. Sales of this kind are known as ‘distance selling’.
You must offer a refund to customers if they’ve told you within 14 days of receiving their goods that they want to cancel. They have another 14 days to return the goods once they’ve told you.
You must refund the customer within 14 days of receiving the goods back. They do not have to provide a reason.
