1. Introduction
This Refund Policy applies to all purchases made through the Hooknestbasics online store. The policy is strictly intended to operate in accordance with applicable laws of Slovakia and the European Union, including consumer protection regulations applicable within the European Economic Area (EEA).
2. Order Processing and Delivery
Orders are generally processed within 1–3 business days following successful order placement. Shipments are handled through established priority carriers including:
DHL
FedEx
UPS
Comparable priority delivery services
Estimated delivery time is generally 5–9 business days after dispatch. Customers will receive automatic tracking updates via the email address provided during checkout to monitor their shipment status in real-time.
3. Delayed Shipments
If a shipment significantly exceeds the standard delivery timeframe, customer support will immediately initiate an investigation with the relevant carrier. Following confirmation of an abnormal delay or lost package from the carrier, a definitive resolution will be provided, which includes:
A completely free replacement shipment; or
A full refund.
4. Right of Withdrawal
Customers residing within the European Economic Area have a statutory Right of Withdrawal. Customers may withdraw from a purchase within 14 calendar days from the date on which the goods are physically received, without providing a reason. To exercise this right, customers must notify customer support by email before the 14-day withdrawal period expires: basic@hooknestbasics.com.
5. Return Address and Shipping Costs
For returns from customers located within Europe, products must be returned to our official facility:
Hlavná 58, 811 01 Bratislava, Slovakia
Customers are required to contact customer support before returning goods in order to receive efficient return routing instructions. Please note that the customer is responsible for paying the direct cost of returning the goods when exercising the Right of Withdrawal for a change of mind.
6. Refund Conditions for Withdrawn Orders
Returned products must be sent back in their original condition with all components originally supplied. Once the returned goods have been received and inspected at our facility, any eligible refund will be issued within 3–5 business days back to the original payment method used for the purchase. Refund processing times may slightly vary depending on your specific card issuer or financial institution.
7. Damaged, Defective or Incorrect Items
If a customer receives an item that is damaged, incomplete, or materially different from the ordered product, customer support must be contacted promptly after delivery. Customers will be asked to provide clear photographs showing the verified issue.
Where the issue is confirmed, the definitive remedy will include:
A free replacement item; or
A full refund of the affected item.
For verified damaged or defective items, physical return of the affected goods is generally not required, and photographic evidence is sufficient for our assessment.
8. Non-Delivery Claims
If tracking information indicates a delivery failure or severe carrier issue, customers should contact customer support immediately. An official investigation will be opened with the carrier. If the carrier verifies that the package cannot be delivered to the provided address, a replacement shipment or a full refund will be promptly arranged.
9. Refund Method
Refunds are strictly issued back to the original secure payment method used for the initial transaction. Accepted secure payment methods include:
Visa
Mastercard
American Express
Apple Pay
Google Pay
Supported electronic wallet payment methods available during checkout
Under no circumstances can refunds be issued to an alternative card or a different payment method from that originally used for the purchase.
10. Customer Contact Information
For refund, return, or order-related enquiries, customers may contact us at:
Email: basic@hooknestbasics.com
Telephone: +421 905 438 762
Address: Hlavná 58, 811 01 Bratislava, Slovakia
Customer enquiries are reviewed regularly, and professional responses are generally provided within approximately 24 hours.
11. Statutory Rights
Nothing within this Refund Policy limits, excludes, or restricts any consumer rights that cannot be waived under the mandatory laws of Slovakia or the European Union. Any mandatory rights granted by law remain fully applicable.