Refund policy

Returns and refunds

We want you to be happy with your order. This policy explains your right to cancel, how to return an item and how refunds work. It does not affect your statutory rights.

Your right to cancel

You can cancel your order for any reason within 14 days of the day you receive it. To cancel, email us at hello@hookandbracket.co.uk with your order number, or use the cancellation form at the end of this page. You then have a further 14 days to send the item back to us.

Returning an item

Please contact us before sending anything back, so we can give you the return address. Items should be returned unused where possible, with all parts and fixings, and packed securely. Unless the item is faulty or incorrect, the cost of returning it is your responsibility. We recommend using a tracked service, as we cannot refund items that do not reach us.

Refunds

We will refund you within 14 days of receiving the item back, or within 14 days of you providing proof that you have sent it, whichever is sooner. Refunds are made to your original payment method. As delivery is free, there are no delivery charges to refund. If an item has been handled or used beyond what is needed to check it, for example if it has been fitted to a wall, we may reduce the refund to reflect the loss in value.

Faulty, damaged or incorrect items

If your item is faulty, damaged in transit or not as described, please contact us within 14 days of delivery with your order number and a photo of the item and its packaging. We will offer a replacement or a full refund, and cover any return costs. Under the Consumer Rights Act 2015, you have 30 days from delivery to reject a faulty item for a full refund, and further rights after that.

Cancellation form

If you wish to cancel your order, you can copy the text below into an email to hello@hookandbracket.co.uk:

I hereby give notice that I cancel my contract for the sale of the following goods: [product name]. Ordered on [date] and received on [date]. Name: [your name]. Address: [your address]. Order number: [order number]. Date: [today's date].

Contact

For any question about a return or refund, email us at hello@hookandbracket.co.uk.