Each item is made specifically for you, so returns for size or color changes aren’t available. However, if there’s a defect or error with your order, let us know within 30 days, and we’ll make it right with a free reprint or refund as part of our Quality Guarantee.
Returns Policy
- Purchases denoted as Final Sale are not eligible for return or exchange.
- Products must be returned within 30 days of receiving your order.
- Products must be unworn and unwashed with all tags still attached.
- Refunds will be issued in the same form as the original payment.
- Orders placed separately cannot be returned as one. Combining orders will slow down the refund process!
- If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.
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If the retum is caused by the consumer,consumer should be responsible for the shipping fee. The specific fee should be based on the expres company you choose.
Received a Faulty Item
We are so sorry to hear you have received a faulty item! Please send us the following info:
- Your Order Number
- Item Name
- Photos that show:
- Product fault as clearly as possible
- Full-length photo of the item
- The Hook Sportswear logo and label
If your item was damaged on delivery, please get in touch with us within 7 days with photographic evidence so that we can get it sorted for you.
How to return or exchange?
Step 1. If you have a product to return or exchange, please contact our customer service first via email within 30 days of receiving the product. Contact us at support@hookrun.com
Step 2. You must email us a picture showing the problem/defect after submitting the return request online.
Step 3. If due to our reasons, the goods received are damaged or not correct, the consumer is not required to bear the shipping fee for this reason.
-Items must be completely unworn, undamaged, unstained, unscented, and be in their new, original, perfect condition with all original tags and packaging intact.
-DO NOT REMOVE TAGS AND RETURN ALL ORIGINAL PACKAGING AND RECEIPT. KEEP CLEAN AND UNSTAINED. Items should be neatly folded and carefully packed. Items in disheveled condition, or with stains, visible wear or with tags cut/removed will not be accepted for return and will be shipped back to the customer at the customer's expense without refund.
-We strictly cannot accept any return, exchange or replacement requests after 30 days from delivery. Return packages must be dropped off with the return shipping carrier within 7 days after a return label has been provided, otherwise the return will not be accepted and no refund will be issued.
-Please ship items back in original packaging; do not use oversized boxes.
-Returns cannot be processed without prior return authorization through our Returns Portal or by email at support@hookrun.com. Returns shipped to us without prior authorization are not eligible for refund, exchange or store credit, not eligible for dispute or charge back, and may not be shipped back to the customer except in special circumstances at the customer's expense.
-Hookrun is not responsible for lost/missing/stolen packages once they are marked as delivered by the shipping carrier, and orders will not be re-sent or refunded.
-Please note we cannot provide any returns or exchanges for accidental damage caused during laundering or dry-cleaning, such as stains, burns, shrinkage, discoloration, wrinkling, tears, rips, bleaching, iron damage, heat damage, seam or button hardware damage.
-Please note orders that are returned back to us due to the wrong shipping address being entered for the order, attempted deliveries, or for deliveries not re-scheduled by the customer within 30 days of the first delivery attempt, any shipping charges will not be refunded. We cannot accept responsibility for packages not received due the wrong shipping address being entered for the order.
Fast refund: We will issue a refund to your original payment method within a week.
Kind reminder: Return packages should be authorized. Any return request not authorized by the customer service will not be honored. The mailing address will be provided by mail after submitting the application.
Exchange policy:
All exchange requests will be processed as refunds. Exchange is not available at this time. If you wish to exchange a product, you will need to return your purchase for refund and place a new order.
Order Cancellation:
Your order will be fully refunded if it is cancelled within 24 hours of purchase. Please submit a help ticket from Contact Us if you decide to cancel the order. We will NOT accept an order cancellation request if the order has already been shipped.
Return address
The return address will be sent to you via email after you submit your return or exchange application, please check it carefully.
Return and Exchange Team
(+86) 13268526953
