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RETURNS

Hooke Verse returns policy

Making the world’s first headphones that record 3D audio is no easy feat. Our vision is to provide perfect 3d sound recording to every person in any place, and the Hooke Audio team is dedicated to revolutionizing the way you record the world. We also know that an amazing experience isn’t just about having a revolutionary product – it’s also about getting help when you need and making sure the process of ordering, receiving and using your Hooke Verse is as easy as possible.

For this reason, your satisfaction with Hooke Audio products is extremely important to us. If you have an issue with your Hooke Audio purchase – please do contact us asap!

We want to make sure that you can easily use your Hooke Verse the moment you receive them and that you’re blown away when you hear 3D audio for the first time.

This return policy applies to Hooke Audio products available for purchase via our website www.hookeaudio.com

We also promise to let you know if we make substantial changes to this policy. If you have any questions – just reach out to [email protected]

When am I eligible to return a Hooke Audio product?

Hooke Audio accepts refunds in two cases:

  1. When a product is covered under 14 Day Satisfaction Guarantee
  2. When a product is covered under warranty (For details of Hooke Audio warranty conditions, please follow this link.)

 

14-day satisfaction guarantee

You may have been offered a 14 Day Satisfaction Guarantee when you purchased your Hooke Audio products. This guarantee entitles you to return your Hooke Audio products within 14 days of the date of delivery, for a full refund on the value of the product.

 

Please note that The 14-Day Satisfaction Guarantee is not to be used to remedy faults and issues with Hooke Audio products that are covered by warranty. If an issue with the products falls under the warranty, then the you shall be provided remedy under warranty. For details of Hooke Audio warranty conditions, please follow this link.


Eligibility

Please make sure you meet the following conditions, to be eligible for a refund under the 14 day money back guarantee;

 

  1. Your purchase must be eligible for the 14 Day Money Back Guarantee. Eligibility can be shown via one of the following;
    • Your invoice
    • Your welcome email
    • Hooke Audio confirming that your purchase is covered under the 14 Day Money Back Guarantee
  2. You have contacted the Hooke Audio customer service team and have requested a Return Merchandise Authorization (RMA) within 14 days of the delivery date. (This is the date that our delivery service has recorded delivering your Hooke Verse as per delivery tracking, not any other date.) To initiate an RMA request, please contact our Customer Experience Experts.
  3. Products being returned must be in good condition. This means that products, plus all components and accessories that were included with the product at purchase, must be;
    • Fully working, with no signs of physical or internal damage.
    • Clean with no stains, scuffs, scratches or detritus
    • Re-packed in original packaging (packaging must also be in good condition, free from damage, stains, scuffs and scratches)

Hooke Audio may also require you to show proof of purchase details and answer certain questions about your use of the product, before approving satisfaction guarantees.

Once your returned product has been assessed and deemed in an unused and original condition, we submit refund requests immediately. You will see the refund as a credit in approximately 5-10 business days, depending on your bank.

 

RMA process

Once our customer service team accepts your RMA request, you will be provided details with confirmation of the RMA. This will provide details of the location where the returned item should be posted to. If you have not received these confirmation details, you are not authorised to return products to Hooke Audio. Hooke Audio retains the right to not to process products sent to Hooke Audio without Hooke Audio confirmation of the RMA.

 

To complete the RMA you will be required to;

  1. Shipped the products back, within one week of being provided the details of the RMA confirmation. This should be confirmed by the timestamp on the package from the postal service and / or the shipping invoice. Hooke Audio reserves the right to not accept returns that are shipped back outside of this timeframe.
  2. Pay for all costs of shipping, including;
    1. The cost of safely packaging the item, ready for shipping.
    2. The cost of postage and handling of the item via a postal or courier service.
  3. Pack the item(s) safely for shipping, to prevent damage during transport. Items should be returned in either their original packaging or packaging providing an equal degree of protection, to the address specified by Hooke Audio. Hooke Audio reserves the right to not accept returns that are damaged during postage, as a result of not being properly packaged for shipping.
  4. The RMA number and documentation must be included along with your returned product.
  5. Ship the item with a service providing tracking. You must provide this tracking number to Hooke Audio as part of the validity of the RMA. Hooke Audio reserves the right to not accept returns that are posted without a correct and valid tracking number. Please note that you assume the risk of loss or damage to the returned product(s) while in transit back to Hooke Audio.

Additional terms

  • Shipping and handling charges, plus taxes such as customs and VAT are not refundable. Only the full price of your purchased products is refundable under the 14 Day Money Back Guarantee.
  • Hooke Audio reserves the right to inspect and triage returned items prior to issuing replacements or refunds. This is to verify that;
    • A correct and valid tracking number has been received by the Hooke Audio team,
    • The items have been received by the Hooke Audio team in the correct time frame, and
    • The Hooke Audio team has confirmed that all items and packaging have been correctly provided and are in good and acceptable condition.

Contacting Hooke Audio


We want to help you get the most out of Hooke Audio products and services. If you have any questions about this Returns Policy, please contact us via [email protected] or write to us at:

Hooke Audio Corp., PO Box 93, Brooklyn, NY 11211, United States of America