Online Repair Process
Note
Applicable scenarios
Please note that only products meeting the warranty policy requirements are eligible for free repair services from Hookii. If you need to request out-of-warranty service, please contact our customer support team at support@hookii.com.
Repair Application Process
Submit Your Request
After submitting your repair request, the Hookii support team will review your application within 48 hours.
Receive Instructions
Once verified, you will receive an email with:
Packing instructions
A shipping label
The address of the repair center
Ship Your Device
Follow the instructions provided in the email to send your device to the Hookii repair center.
Note:
Please check your inbox, spam folder, and other email folders to ensure you don’t miss any important communications from Hookii.
For details on the repair process once Hookii receives your item, please refer to our Warranty Policy.
Product Sending
To help Hookii accurately assess your product's damage, we may require you to return specific components or the entire product set within 7 calendar days of receiving the notification from customer support confirming your repair request. Please refer to the relevant tips outlined in the Warranty Policy.
For a smooth process, we recommend keeping the original packaging and using it to return the product. Proper packaging helps prevent any additional damage during shipping.
Please note that the service may be delayed if certain components are not returned.
Repair fees
The repair fees depend on the inspection result. If the component(s) or the product under warranty has a manufacturing defect, free repair or replacement service will be provided. For component(s) or the product out of warranty, the quotation will be sent to you by Hookii after inspection. Meanwhile, you can check the price of accessories on the Accessory Price Inquiry page.
Shipping fees
If the component(s) or the product under warranty has a manufacturing defect, two-way shipping fees will be covered by Hookii.
FAQ
How long will my Repair Service take?
Once we receive your product for repair, Hookii will complete the processing within approximately 5-7 business days. After the repair is completed and shipped, we will notify you via email, so please keep an eye on your inbox.
*Please note that service times may be extended during public holidays, large events causing logistics restrictions, material supply shortages, or special circumstances such as non-standard end-user shipments. We appreciate your understanding.
What components should I ship to the Hookii Service Center?
After your repair request is reviewed, our support team will get in touch with you to let you know which parts need to be sent back.
How to obtain a repair invoice?
If you need to obtain an invoice, please contact the Hookii customer service team for assistance.