1. General Information
This Refund and Returns Policy explains the conditions and procedures for requesting a return, exercising the statutory right of withdrawal, reporting damaged or defective goods, and receiving a refund or replacement for orders placed with Hookloomkit.
Brand Name: Hookloomkit
Website: www.hookloomkit.com
Customer Service Email: crochet@hookloomkit.com
We aim to handle return and refund requests fairly and in accordance with applicable German and European Union consumer protection legislation.
2. Statutory Right of Withdrawal
Consumers purchasing goods online generally have the right to withdraw from their purchase within 14 days of receiving the goods, without giving a reason, subject to applicable statutory exceptions.
The withdrawal period normally begins on the day the consumer, or a third party designated by the consumer other than the carrier, takes physical possession of the goods. Where an order consists of multiple goods delivered separately, or goods delivered in multiple lots or pieces, the applicable statutory rules determine when the withdrawal period begins.
To exercise the right of withdrawal, please notify us within the applicable 14-day period by emailing:
Please include the following information where available:
- Order number.
- Name used to place the order.
- Email address associated with the order.
- The goods you wish to return.
- A clear statement that you wish to withdraw from the purchase.
You may use the model withdrawal form provided in this policy, but you are not required to use that form. Any other clear statement communicating your decision to withdraw is sufficient.
After notifying us of your withdrawal, you must send the goods back or hand them over to us without undue delay and, in any event, within 14 days of informing us of your decision, unless a different statutory rule applies.
3. Return Conditions
Consumers may inspect goods to the extent reasonably necessary to establish their nature, characteristics and functioning, as they would be able to do in a shop.
Opening the outer packaging does not, by itself, automatically remove the statutory right of withdrawal. If goods have been handled beyond what is reasonably necessary for inspection, we may seek compensation for any diminished value where permitted by applicable law.
Returned goods should be packaged appropriately to reduce the risk of damage during transit. Please contact our customer service team before sending a return so that we can confirm the applicable return instructions.
Nothing in this section excludes or restricts any mandatory consumer rights.
4. Return Address
For customers in Europe, the designated return address is:
Hookloomkit Returns Department
Return Address: XXX
Please contact crochet@hookloomkit.com before sending your parcel so that we can confirm the return arrangements and any information needed to identify your order.
Customers should retain their return postage receipt and tracking details where available.
5. Return Shipping Costs
For a statutory withdrawal where the goods are not defective, the consumer is responsible for the direct cost of returning the goods if this responsibility was properly communicated before the purchase, as required by applicable law.
If goods are damaged, defective or do not conform to the contract, the return and other reasonable handling arrangements will be dealt with in accordance with applicable consumer protection law.
Any mandatory rights concerning return costs remain unaffected by this policy.
6. Damaged, Defective or Incorrect Goods
If your order arrives damaged, contains defective goods, or does not match the order placed, please email crochet@hookloomkit.com and include:
- Your order number.
- A brief description of the issue.
- Clear photographs showing the affected goods and, where relevant, the packaging.
- Details of any incorrect item received.
We will review the information provided and advise you of the appropriate resolution.
Where the photographs and order details reasonably establish the issue, we may arrange a refund or replacement without requiring the damaged goods to be returned. If further information or examination is reasonably necessary to assess the claim, we will explain the next steps.
This procedure is intended to make the handling of reported issues straightforward. It does not limit statutory rights or remove any remedy available under applicable law.
7. Refunds for Withdrawals
When a consumer validly exercises the statutory right of withdrawal, we will reimburse the payments received for the relevant purchase, including the cost of the least expensive standard delivery option offered at the time of purchase, as required by law.
We may withhold reimbursement until we have received the returned goods or the consumer has supplied evidence of having sent them back, whichever occurs first, unless we have offered to collect the goods or applicable law requires otherwise.
Refunds will be issued without undue delay and no later than 14 days after we are informed of the consumer’s decision to withdraw, subject to the permitted withholding arrangements described above.
Where the consumer selected a more expensive delivery option than the least expensive standard option available, the additional delivery cost need not be reimbursed to the extent permitted by law.
8. Refunds for Damaged, Defective or Missing Orders
If goods are damaged, defective, incorrect or not delivered, we will review the circumstances and determine the appropriate remedy in accordance with applicable law.
Depending on the circumstances, the available resolution may include a refund or replacement. Where a parcel is delayed beyond the estimated delivery period, we may contact the relevant carrier to investigate its status. The outcome of that enquiry will be considered when determining the appropriate next steps.
A carrier investigation does not remove or suspend any statutory rights available to the consumer. Where the law provides a right to a refund, price reduction, replacement or other remedy, that right remains unaffected.
9. Shipping Delays and Tracking
Orders dispatched from Germany generally have an estimated transit time of 5–12 business days, depending on the destination and carrier service.
We work with carriers such as DHL, FedEx and UPS Priority services, depending on the shipment and destination.
Where tracking is available, notifications may be sent to the email address provided at checkout at key stages, including dispatch, arrival at a carrier logistics point and local delivery.
If an order has not arrived within the applicable estimated period, please contact crochet@hookloomkit.com with your order reference. We will review the shipment and contact the carrier where appropriate.
Following review, a refund or replacement may be arranged depending on the circumstances and applicable legal requirements. The estimated transit time does not override any statutory delivery obligations.
10. Accepted Payment Methods and Refund Method
Depending on the payment options displayed at checkout, Hookloomkit may accept:
- Visa.
- Mastercard.
- American Express.
- Apple Pay.
- Google Pay.
- Other supported electronic wallet payment methods displayed at checkout.
Refunds will generally be made using the same payment method used for the original transaction, unless the consumer expressly agrees to a different method and applicable law permits it. Consumers will not incur a fee solely because a refund is issued.
The time required for a refund to appear in an account may depend on the payment method and the relevant financial institution. We will process approved refunds within the applicable legal timeframe.
11. Statutory Remedies for Non-Conforming Goods
The statutory right of withdrawal is separate from the consumer’s legal rights where goods are defective or do not conform to the contract.
Where applicable, consumers may be entitled to repair or replacement and, in circumstances provided by law, a price reduction or termination of the contract with a refund.
The availability and order of these remedies depend on the circumstances and applicable legislation. Nothing in this policy excludes, restricts or replaces mandatory consumer rights under German law or applicable European Union legislation.
12. Exceptions to the Right of Withdrawal
The statutory right of withdrawal is subject only to the exceptions established by applicable law. Where an exception may apply to a particular order, we will assess it in accordance with the relevant legal requirements.
We will not treat ordinary opening of packaging as an automatic and universal exclusion of the right of withdrawal.
13. Model Withdrawal Form
Consumers may use the following form to exercise their statutory right of withdrawal. Use of this form is optional.
To: Hookloomkit
Email: crochet@hookloomkit.com
I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:
- Goods ordered:
- Order number:
- Date of order:
- Date of receipt:
- Consumer name:
- Consumer address:
- Consumer email address:
Signature of consumer(s), where this form is submitted on paper:
Date:
(Delete as appropriate.)