Refund policy

ABOUT RETURN

All Canadian orders are free of charge for returns*. Concerned about the quality of the products we offer and the satisfaction of our customers, we offer a 30-day return policy and a limited lifetime warranty. If you have any questions, we invite you to contact our customer service department directly at info@hooke.com or 418-524-4443 extension #226. We also offer service on the live chat in the website.

Please note that items must be returned in perfect, sale-ready condition. If cleaning or refurbishment is required, a handling fee of $15 will be deducted from your refund. In such cases, photos will be provided as evidence.

ONLINE RETURN

Canadian orders return portal
International orders

Returns and Exchanges for Products Purchased on hooke.com

You can return any unused product for an exchange or refund within 30 days of receiving your order.

How to make a return online?

• To make a return online, visit our simple and quick return platform with the link above.
  
• If you received the wrong product or the wrong size in your order, please contact our customer service team at info@hooke.com to rectify the situation.

The customer is responsible for the return shipping costs. By using our return platform, you will benefit from a preferential shipping rate. To avoid these costs, the customer can go directly to our store for the return at 3535, boulevard Sainte-Anne, Suite 300, in Quebec City.

How to make an exchange online?

1. Log in to our online platform to request an exchange (link above)
2. Once the request is submitted and accepted by our team, you can send us back the product in question. You will receive the shipping label by e-mail.
3. Once the product arrives at our warehouse, it will be inspected before we ship the exchange product.
4. You will receive a confirmation email with a tracking once the new product is shipped.

What products can be returned or exchanged?

Returned or exchanged items must be in perfect condition. Products must not have been worn or washed. Original tags must always be attached to the product.

* Please note that items purchased during promotions with a discount of more than 40%, warehouse sales or sample sales, are considered final sales and are neither exchangeable nor refundable.

What is the refund period for a product?

• Please note that the refund process will be initiated once we have received the products to be returned or exchanged at our warehouse.
• Returns will be credited to the original payment method. Please allow up to 5 to 7 business days for the refund to appear on your bank statement.

I received the wrong product or size in my order.

• If you have received the wrong product or size in your order, please contact our customer service team at info@hooke.com to rectify the situation.
  
  

RETURN TO HOOKÉ STORE

You may return any unused product for an exchange or refund within 30 days of purchase. To do so you must: 

1. Present an item in perfect condition. The product must not have been worn or washed. The original tags must be attached to the product. 
2. Refunds for returned items will be made in the same form as the original payment.

*Please note that items purchased during promotions offering 40% off or more, warehouse sales or sample sales are considered final sales and are not exchangeable or refundable.

For any Hooké product purchased at an authorized retailer, the return policy for the latter applies. We invite you to contact them directly for more information.

WARRANTY

Please write to warranty@hooke.com to submit your warranty claim.

Confident in the durability and quality of our products, we offer a limited lifetime warranty on all Hooké adult items. Please note that our Kid’s products are covered by a one-year warranty. The warranty protects the original purchaser of the product against defects in materials and workmanship that are beyond its control. Please note that the limited warranty does not protect against damage caused by normal wear and tear, improper maintenance and neglect of the product, abuse, accident, or the natural deterioration of materials and colours over time. We will gladly replace or repair any product that does not meet the above specifications.

For any Hooké product purchased at an authorized retailer, the warranty policy for the latter applies. We invite you to contact them directly for more information.

Regarding the guarantee for brands other than Hooké offered on the website and in-store, we invite you to contact them directly to obtain more information on their various guarantees.