Refund and Return Policy

RETURNS & REFUND POLICY

Last Updated: June 2026

Shop With Confidence

At Hooked Online, we want you to enjoy every purchase you make with us.

If something isn’t right, we’ll do our best to resolve the issue quickly, fairly and professionally.

Returns

You may return eligible items within 30 days of receiving your order.

To qualify for a return, items must:

* Be unused and in their original condition;
* Include all original packaging, accessories and documentation;
* Be accompanied by proof of purchase;
* Not show signs of misuse, damage or excessive handling.

Items That Cannot Be Returned

The following items are generally not eligible for return:

* Products that have been used;
* Consumable products;
* Custom-made or special-order items;
* Gift cards or promotional items;
* Products damaged through misuse, negligence or normal wear and tear.

Damaged, Defective or Incorrect Items

If you receive an item that is damaged, defective or incorrect, please contact us within 7 days of delivery.

To help us resolve the issue quickly, please include:

* Your order number;
* A brief description of the problem;
* Clear photographs of the item and packaging.

Once reviewed, we will arrange a replacement, repair or refund where appropriate.

Return Shipping

If a return is approved due to a defective, damaged or incorrect item, Hooked Online will cover the reasonable cost of return shipping.

For change-of-mind returns, return shipping costs are the responsibility of the customer.

Refunds

Once a returned item has been received and inspected, we will notify you of the outcome.

Approved refunds will be processed using the original payment method where possible.

Please allow 5–10 business days for the refund to reflect, depending on your bank or payment provider.

Exchanges

Where stock is available, we may offer an exchange instead of a refund.

Consumer Rights

Nothing in this policy limits any rights afforded to consumers under the South African Consumer Protection Act.

Need Help?

For returns, exchanges or warranty enquiries, please contact:

Email: info@hooked-online.co.za

Please include your order number and contact details when contacting us.