Refund policy

HOOKII Return & Refund Policy

(hereinafter referred to as “Policy”)

This 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 II of this policy, you may qualify for a full refund of the purchase price.

I. Cancellation

If the order is canceled for any reason, a 5% processing fee may be deducted from the order amount. This fee applies to payment methods such as credit cards, PayPal, and others.

For orders placed on HOOKII.COM, EU.HOOKII.COM, and DE.HOOKII.COM, customers may request order cancellation within 2 business days of order placement. Orders are typically processed and shipped within 2 business days.

If a cancellation request is submitted before the order has been shipped and within the applicable 2 business day cancellation period, the order may be canceled in accordance with this Policy. Once the order has been shipped, it can no longer be canceled and will be subject to the return policy outlined in Section II.

II. Return Conditions

Products purchased from HOOKII.COM, EU.HOOKII.COM, and DE.HOOKII.COM can be returned if they meet one of the following conditions:

  1. Within 30 calendar days from 0:00 the day after receipt:
    • The product, including its packaging, accessories, gifts, and manuals, must be complete, undamaged, and in new, unused condition, without affecting its resale value.
  2. Within 30 calendar days from 0:00 the day following receipt:
    • If a manufacturing defect or performance fault is discovered in the product.
  3. Within 14 calendar days from 0:00 the day following receipt:
    • If the product is free from manufacturing defects or performance faults, but the user is dissatisfied with the user experience.

For products purchased from offline stores or authorized dealers, please contact the original purchase channel for return inquiries.

Returns may be rejected in the following cases:

  • The return request is initiated after the specified return period.
  • The returned product is incomplete, with missing packaging, accessories, gifts, or manuals, or has man-made damage.
  • Unable to provide legal proof of purchase or receipt, or if the documents have been forged or altered.
  • Damage caused by improper use, installation, or failure to follow the user manual.
  • Labels, serial numbers, etc. have been torn or altered.
  • Damage caused by unavoidable factors such as fire, flood, lightning strikes, or traffic accidents.
  • The return item was not shipped within 7 calendar days after confirming the return service with HOOKII.
  • Any other conditions not meeting the return criteria.

III. Return Shipping Costs

If the product you are returning exhibits performance faults due to non-human factors, HOOKII will cover all related expenses.

However, if the reason for return is personal dissatisfaction with the user experience or other non-specific reasons, you will be responsible for the return shipping costs. Additionally, if the product has been activated and used before the return, you may incur additional charges such as handling fees, depreciation costs, and cleaning fees (at least $30, subject to the actual condition of the product).

IV. Return Process

  1. Contact the HOOKII customer service team at service@hookii.com and provide proof of purchase, product serial number, and order number to verify return eligibility.
  2. Once your product is confirmed to meet the return conditions, HOOKII will provide you with the return address.
  3. Contact the courier service and ship the product according to the instructions. (If the return is due to a manufacturing defect, HOOKII will provide a prepaid return shipping label.)
  4. After receiving the returned product, HOOKII’s technical support department will inspect it. Once the product’s condition is verified, we will process the refund.

V. Preparation Before Return

  1. Perform a factory reset on the device added to your account and then delete it.
  2. Carefully pack the product and all accessories according to the packing guide, paying special attention to include the charging dock and adapter. If the accessories are incomplete, you may need to compensate based on the pricing of the missing accessories.

VI. Refund Timeline

HOOKII will process your refund within 7-14 business days after receiving your returned product. If the returned product has been opened and used, our warehouse will inspect the product’s condition, which may extend the refund processing time up to 30 calendar days. If you do not receive your refund within the expected time frame, please check with your bank or credit card issuer first. If you still need assistance, please contact us at onlinestore@hookii.com, and we will provide further help.

Return Address: 1. North America Return Address：SAGACITY INTERNATIONAL INC1420 S Balboa Avenue, Ontario, CA 91761 Attn： Leo Cao Tel: +1 (909) 846-4987 Email：rebecca_tong@sagacitycn.com 2. Australia Return Address：U9 76 rushdale st, Knoxfield, Vic, 3180 Attn： Hookii KE WANG Tel: 610436011106 Email：ke.wang@ikefield.com 3. Europe Return Address：Dr.-Ruben-Rausing Str. 2, 8A, 65239 Hochheim am Main,Germany Attn：Hookii X Service Center Tel: 0049 1732756500 Email：info@vitechgmbh.com