Refund policy

RETURNS & REFUNDS POLICY

Last updated: 6 October 2026

At HOOKED SA, we want you to be happy with your purchase. If you have changed your mind about your purchase, we offer a 7-day return period, subject to the conditions below and applicable South African consumer protection laws.

1. CHANGE-OF-MIND RETURNS

You may request a return within 7 days of receiving your order if you have changed your mind about your purchase.

To qualify for a change-of-mind return:

  • The product must be completely unused.

  • The product must be unopened and in its original, sealed condition.

  • The product must be returned in its original packaging, including all boxes, inserts, accessories, manuals and other components supplied with the product.

  • The product and packaging must be in a condition suitable for resale.

  • The product must not show any signs of use, testing, damage, tampering or alteration.

  • Proof of purchase must be provided.

  • The return request must be submitted within 7 days of delivery.

Due to the nature of our products, we cannot accept change-of-mind returns where the product has been opened, used, tested or removed from its original sealed packaging.

This requirement is intended to protect product hygiene, quality and resaleability.

2. PRODUCTS THAT HAVE BEEN OPENED OR USED

For change-of-mind returns, HOOKED SA does not accept products that have been:

  • Opened;

  • Used or tested;

  • Removed from sealed packaging;

  • Damaged after delivery;

  • Modified or tampered with; or

  • Returned without the original packaging and included accessories.

If a product has been opened or used simply to determine whether you like it, it may no longer qualify for a change-of-mind return.

This does not affect your statutory rights in respect of defective, unsafe, faulty or incorrectly supplied goods.

3. FAULTY OR DEFECTIVE PRODUCTS

Nothing in this policy limits or excludes any rights you may have under the Consumer Protection Act 68 of 2008 (CPA) or any other applicable South African law.

If you receive a product that is defective, faulty, damaged, unsafe, not of the required quality, or does not correspond with the product description, please contact us as soon as reasonably possible with your order number and details of the issue.

We may request photographs, videos or other reasonable information to assess the reported problem.

Where the CPA provides a consumer with a right to return, repair, replace or obtain a refund for defective or non-conforming goods, HOOKED SA will deal with the matter in accordance with the applicable legal requirements.

4. EXAMINING YOUR PRODUCT

Customers are entitled to inspect goods as permitted by applicable law. However, a customer may not use, damage or substantially alter a product and then rely on this 7-day change-of-mind policy to obtain a refund.

Where a product is required to be returned under applicable consumer law, the applicable statutory rights will take precedence over this voluntary change-of-mind policy.

5. HOW TO REQUEST A RETURN

To request a return, please contact HOOKED SA within 7 days of receiving your order.

Please provide:

  • Your order number;

  • Full name;

  • Contact details;

  • Reason for the return; and

  • Photographs of the product and packaging where requested.

Do not send a product back without first receiving return instructions from us.

Unauthorised returns may result in delays in processing your request.

6. RETURN SHIPPING

For a change-of-mind return, the customer is responsible for the reasonable cost of returning the product to HOOKED SA, unless applicable law requires otherwise.

The customer is responsible for ensuring that the returned product is securely packaged and reaches us safely.

HOOKED SA is not responsible for products lost or damaged while being returned by the customer where the customer arranged the return.

7. INSPECTION OF RETURNS

All returned products will be inspected after receipt.

If the return meets the requirements of this policy, the applicable refund will be processed.

If a change-of-mind return does not meet the requirements above — including where the product has been opened, used, damaged or is missing its original packaging or accessories — the return may be declined.

8. REFUNDS

Where a refund is approved, the refund will be processed using the applicable payment method and in accordance with the relevant legal requirements.

Refund processing times may depend on the payment provider or financial institution used for the original transaction.

9. IMPORTANT LEGAL RIGHTS

This policy does not exclude, restrict or waive any consumer rights that cannot lawfully be excluded or waived under South African law.

In particular, nothing in this policy limits rights that may apply to defective, unsafe, poor-quality, incorrectly described or incorrectly supplied goods, or any applicable cooling-off rights provided by law.

Where there is a conflict between this policy and a mandatory provision of South African law, the applicable law will prevail.

10. CONTACT US

For all return and refund enquiries, please contact HOOKED SA through the contact details provided on our website.

We reserve the right to update this policy from time to time to reflect changes to our business practices or applicable legislation.