Refund policy

Returns Policy

For all returns or exchanges please email info@totallyhooked.co.uk stating your name and order number as the subject. (Without this, it may delay the process). This must be done within 7 days of receiving your order. You then have a total of 14 days to get the item back to us from when you received the items. The return postage will be met by the customer. All items must be unused and in the original condition and packaging. All items will be the responsibility of the customer until the goods are received back to us. WE CAN’T BE HELD RESPONSIBLE FOR LOST OR DELAYED ITEMS.

Any incorrect orders or damaged goods must be reported to our Customer Services Team within 5 days of receipt. These will be replaced as soon as possible at no expense to yourself. If you are returning goods via post, please obtain proof of the postage so you have evidence they have been posted. These goods will only be exchanged or refunded if they have not been used, worn or otherwise soiled and are in their original, undamaged packaging.

All refund and exchanged can take up to 7 days to process.

Refunding return postal costs

Please note: We do not offer a returns postage cost refund on any unwanted returns. If you have received faulty or incorrect goods, please contact us before returning your item.

If you qualify for the complimentary shipping and wish to make a return, the final refund amount will reflect this & will be deducted at the cost of which we paid for postage.

In the case of an incorrect or faulty item being received and where we are unable to arrange a collection or provide a prepaid label on your behalf, postage costs will only be refunded up to a maximum value of £5.00 and only to a value equivalent to a standard delivery charge for this item. Anything returned on a premium or insured service is at the buyer’s discretion and will not be reimbursed. The item remains your responsibility until the item has been received back to our head office so, we advise you obtain a proof of return.

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods and custom products (such as special orders or personalized items). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Back Orders
we will not hold any out-of-stock items on backorder.
In the event of an item being out of stock we will contact you via email or phone to discuss options with you or refund the goods.

Warranty

• Any items that have developed a fault and have been purchased within a 12 month period can be returned for either repair or replacement, this will ultimately be the decision of the manufacturer.
• Totally Hooked reserve the right to return any faulty goods to the manufacturer before exchanging where necessary.
• If the manufacturer deems the fault not to be that of the product, Totally Hooked reserve the right not to issue an exchange.

Please note, we are entirely in the hands of the manufacturer when it comes to warranty terms and conditions. We will always work as best we can to ensure that the outcome is the one that you, as our customer, is entirely satisfied with.

You should allow approximately 10 - 14 working days for the repair/replacement procedure to be completed.

We are not obliged to accept returns of gift cards, or fresh/freezer bait.

Complaints

If in the unlikely event that you wish to raise a complaint or dispute, we advise for you to contact our Customer Service Team that will be happy to assist with any matter you have.

We endeavour to acknowledge your dispute or complaint within 48 hours (excluding weekends). We will attempt to solve it as soon as possible. Our customer service team will let you know who is dealing with the matter and they will aim to get it resolve the best way possible.

You can contact our Customer Services Team using the email details below. Please include an order number when emailing.

Email - info@totallyhooked.co.uk