Refund policy

When you are entitled to a refund

• Cancellation before dispatch. If you have paid and the order has not yet left, reply to the thread and we cancel and refund in full.
• Return within thirty days. Any unused lure in its original packaging, returned as described in the shipping and returns policy, is refunded at the price you paid for it.
• Faulty or wrong item. A lure that arrives faulty, damaged, or is not what you ordered is replaced or refunded in full, including any return postage, your choice.
• Lost in transit. A parcel that cannot be traced is replaced or refunded in full.
• Warranty. A defect within twelve months is normally replaced under the warranty; if we cannot replace the lure, we refund it.

What is refunded

The price of the lure or lures returned. The original delivery charge is refunded when the whole order is returned, or whenever the return is because of our error or a fault. Return postage is refunded when the return is because of our error or a fault, and is otherwise yours to pay. Import duties or taxes charged by your country are not something we collect and cannot be refunded by us; your customs authority may have a process for reclaiming them on returned goods.

How a refund is paid

To the same payment method you used through the payment link. We cannot refund to a different card or account, and we never ask for bank details by email to make a refund; a message asking for them is not from us.

How long it takes

We issue the refund within seven days of the returned lure arriving with us, or within seven days of agreeing a refund where nothing needs to be returned. Once issued, the time for it to appear depends on your card issuer or bank, typically a few business days. We email you when the refund has been sent.

Partial refunds

A lure returned after it has been fished, or returned without its packaging, or damaged in the return post because it was poorly packed, has lost value and we may refund only part of the price. We will always tell you what we propose and why before deciding, and you can choose to have the lure sent back to you instead.

Soft plastics

The Ribbontail worm is sold in a sealed pack of eight. An opened pack cannot be returned for a change of mind, because we cannot resell it. An opened pack that is faulty, for example torn or misformed worms, is covered by the warranty and is replaced.

Your statutory rights

Nothing in this policy limits the rights you have under the consumer law of the country you live in. Where that law gives you more than this policy does, the law applies.

Questions

admin@hookefamily.com, one business day.