Thank you for shopping with hooklivo (accessible via www.hooklivo.com). We are committed to providing a professional and transparent shopping experience. This policy outlines our procedures regarding returns, refunds, and delivery inquiries for customers within Europe.
1. Statutory Right of Withdrawal (14-Day Cooling-Off Period)
In strict compliance with European Union consumer protection legislation, consumers residing within the European Union have the right to withdraw from their purchase agreement within 14 days from the date of delivery, without assigning any reason.
To exercise this right, you must inform us of your decision by contacting our customer service support via email at hook@hooklivo.com.
2. Return Procedure & Address
Should you wish to return an eligible product under your statutory right of withdrawal, the item must be dispatched to our designated logistics facility located in Latvia at the following address:
Noliktavu iela 7, Dreiliņi, Stopiņu pagasts, Ropažu novads, LV-2130, Latvia
Returned items must be sent back in their original condition and packaging. The customer is responsible for retaining proof of postage until the return is processed.
3. Damaged, Faulty, or Defective Goods
If your order arrives damaged or defective, please contact our customer support team immediately via email at hook@hooklivo.com. To help us resolve the matter efficiently, please provide clear photographic evidence of the affected item and its packaging.
Upon review and verification of the provided evidence, we will arrange for a full refund or a replacement shipment to be issued. For your convenience, there is no requirement to return the damaged or defective item to our facility once the photographic verification is completed.
4. Shipment Delays & Delivery Investigations
We partner with established international transport networks, including priority services from DHL, FedEx, and UPS. While we aim to achieve timely transit, external operational constraints may occasionally impact delivery schedules.
If your order exceeds the standard estimated transit timeline, please contact us. We will immediately initiate a formal investigation with the respective carrier to locate your shipment. Depending on the outcome of this investigation, we will provide an appropriate resolution, which may include a full refund or a replacement dispatch.
5. Refund Processing & Accepted Payment Methods
Approved refunds will be credited directly back to the original funding source used during the checkout process. Our website accepts the following payment instruments:
- Visa
- Mastercard
- American Express
- Apple Pay
- Google Pay
- Supported Digital Wallets
Once a refund is issued on our system, the funds will be transferred to your account. The exact duration for the credit to appear on your statement depends entirely on your financial institution, typically taking between 48 to 168 hours.