Return & Refund Process
Return&Refund Application
Note
Applicable scenarios
Products eligible for return under Hookii's return policy can request return services. Please consult the documentation to understand the eligibility criteria and scenarios where return may not apply.
Preparation Before Return
Perform a factory reset on the device added to your account and then delete it.
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.
Return&Refund Service process
Submit Return Request: Describe the product defect and provide your personal information. The system will generate a service case for you.
Customer Service Review: The Hookii customer service team will review your service case. Once your product is confirmed to meet the return criteria, our team will contact you and provide the return address.
Product Shipping: Contact a courier company to send the product back to the Hookii service center. (If the return is due to non-human-caused performance issues, Hookii will provide a return shipping label.)
Hookii Service Center Evaluation: The Hookii service center will assess your product. Once it verifies that the product's condition meets our standards, we will proceed with the refund.
Refund: Hookii will process the refund to the original payment method.
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.
Shipping fees
If the product you are returning exhibits performance faults due to non-human factors, HOOKII will cover all related expenses.
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).
FAQ
How long will it take to receive the refund?
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.