Exchange Policy
This HOOKII Exchange Policy (hereinafter referred to as “Policy”) applies only to HOOKII products purchased from authorized retailers for personal use and not for resale.
By using your HOOKII product, you agree to abide by these policies. If you are not eligible or do not agree with any terms, please do not use your HOOKII product. If you return the deactivated product within seven (7) days as outlined in Section I of this policy, you may qualify for a full refund of the purchase price.
Exchange Conditions
You may apply for an exchange if your product meets any of the following conditions:
- Within 14 calendar days from 0:00 the day after receipt: The product was damaged during shipping and can provide proof of damage from the shipping company.
- Within 14 calendar days from 0:00 the day after receipt: HOOKII delivered the wrong product.
- Within 14 calendar days from 0:00 the day after receipt: The product has a manufacturing defect or a performance fault not caused by human error.
Conditions Under Which We May Reject Exchange Requests
- The exchange request is made more than 14 calendar days from 0:00 on the day after receipt.
- You cannot provide valid proof of purchase or receipt, or the documents are altered or forged.
- The product is incomplete, or the appearance is damaged due to human causes.
- The HOOKII technical support team determines there are no quality issues with the product.
- The product has damage from collisions, burns, unauthorized modifications, foreign objects (water, oil, sand, etc.), incorrect installation, or misuse not according to the user manual.
- Labels, serial numbers, or machine codes are tampered with or removed.
- The product is damaged due to unavoidable events like fire, flood, lightning, or traffic accidents.
- You do not ship the product back within 7 calendar days after confirming the exchange with HOOKII.
- You cannot provide proof of damage from the shipping company when the exchange request is due to shipping damage.
- Other situations as outlined in our policy.
Exchange Shipping Costs
For products that qualify for an exchange, HOOKII will cover the shipping costs.
Exchange Process
- Contact the HOOKII customer service team at service@hookii.com, providing proof of purchase, product serial number, and order number to confirm your eligibility for an exchange.
- Receive the prepaid return shipping label and return address from HOOKII.
- Contact the courier company and ship the product back as instructed.
- Once HOOKII receives the returned product, our technical support team will inspect it. If it meets the exchange conditions, a replacement product will be sent to you promptly.
Preparation Before Exchange
- Reset the device to factory settings and remove it from your account.
- Carefully pack the product and all its accessories according to the packing guidelines, ensuring to include the charging dock and adapter. If accessories are missing upon return, you may be charged based on the price of the missing items.