Returns and Refund Policy

This Returns and Refund Policy sets out the terms applicable to withdrawals, returns, exchanges, cancellations, and refunds for orders placed through the Hooky online store.

Nothing in this Policy limits any mandatory consumer rights available under applicable Hungarian or European Union law.

1. Right of Withdrawal and Return Period

Customers may withdraw from their purchase and return the ordered product within 30 days of receiving it.

To exercise the right of withdrawal, the customer must notify Hooky of their decision by email within the 30-day period. The customer is not required to provide a reason for exercising the right of withdrawal.

Contact email: hooky.hu@gmail.com

2. Return Conditions

A product may be returned provided that:

• it is not broken;

• it remains in a usable condition;

• it has not been damaged through the customer’s fault; and

• the customer has notified Hooky of the withdrawal or return request by email before returning the product.

Hooky accepts products returned in a usable and undamaged condition.

Customers may inspect and handle a product only to the extent necessary to establish its nature, characteristics, and functionality. The customer may be responsible for any reduction in value resulting from handling beyond what is reasonably necessary for this purpose.

3. Products That Cannot Be Returned

In general, products purchased from the Hooky online store may be returned provided that they are received in a usable and undamaged condition.

Under Hooky’s voluntary 30-day return policy, a return may be rejected where the product:

• is returned broken;

• is returned in an unusable condition;

• has been damaged through the customer’s fault; or

• is returned with damage or a defect that the customer did not previously report to Hooky.

Any statutory exceptions to the right of withdrawal shall apply in accordance with applicable law.

4. Starting a Return

Return requests must be submitted by email to:

Email: hooky.hu@gmail.com

Please include the following information:

• the customer’s name;

• the order number;

• the name of the product being returned;

• the reason for the return, where applicable; and

• any information required to process the refund.

After receiving the return request, Hooky will provide the customer with further instructions by email.

Products should not be returned before the customer has received the relevant return instructions.

5. Return Shipping Costs

Exercising the right of withdrawal within the 30-day period is free of charge. However, the customer is responsible for the direct cost of returning the product, unless the product was defective, damaged upon delivery, incorrectly supplied, or Hooky has agreed to cover the return cost.

The customer is responsible for packaging the product appropriately and ensuring that it is returned safely.

6. Refund of the Original Delivery Charge

Where the customer withdraws from the entire order, Hooky will refund the purchase price of the returned products and the cost of the least expensive standard delivery method offered for the order, as required by applicable law.

Any additional delivery cost resulting from the customer selecting a more expensive delivery method than the standard delivery option will not be refunded.

Where only part of an order is returned, the original delivery charge may not be refundable unless otherwise required by applicable law.

7. Refund Processing Time

Hooky will process refunds in accordance with the deadlines required by applicable law.

Hooky may withhold the refund until the returned product has been received or until the customer provides satisfactory evidence that the product has been returned, whichever occurs first.

Once the returned product has been received and inspected and the return has been approved, Hooky aims to process the refund within 2–3 business days.

The time required for the refunded amount to appear in the customer’s account may depend on the bank or payment service provider.

8. Refund Method

Unless the customer expressly agrees otherwise, refunds will be issued using the same payment method that was used for the original transaction.

Where the customer and Hooky agree that the refund will be made by bank transfer, the customer must provide complete and accurate bank account details.

Hooky shall not be responsible for delays caused by incorrect or incomplete information provided by the customer.

No additional fee will be charged to the customer for receiving the refund.

9. Defective, Damaged, or Incorrect Products

Customers who receive a defective, damaged, or incorrect product should notify Hooky as soon as reasonably possible after receiving the order by contacting:

Email: hooky.hu@gmail.com

Please include:

• the order number;

• a brief description of the defect, damage, or error; and

• photographs of the product and its packaging, where possible.

Where a product was defective, damaged upon delivery, or incorrectly supplied, Hooky will provide an appropriate remedy in accordance with applicable consumer protection, warranty, and guarantee laws. Depending on the circumstances, this may include repair, replacement, a price reduction, or a refund.

Hooky will cover reasonable return costs where the return is caused by a defective, damaged, or incorrectly supplied product.

10. Products Damaged During Return Shipping

Customers must package returned products carefully to prevent damage during transportation.

Where a product is returned broken, damaged, or unusable due to inadequate packaging, improper handling, or another reason attributable to the customer, Hooky may reduce the refundable amount to reflect the resulting loss in value, or reject a return made exclusively under the voluntary return policy, to the extent permitted by applicable law.

In such cases, Hooky will notify the customer by email regarding the condition of the returned product and the available options.

11. Exchanges and Statutory Rights

Where a product is defective or damaged for reasons not attributable to the customer, Hooky will handle the customer’s request in accordance with the applicable statutory guarantee, warranty, and conformity rules.

Depending on the circumstances and the remedies available under applicable law, the customer may be entitled to repair, replacement, a price reduction, or a refund.

Exchange or warranty requests must be submitted by email to:

Email: hooky.hu@gmail.com

Hooky may request reasonable evidence of the defect or damage, including photographs of the product.

This Policy does not limit any statutory rights or remedies available to the customer.

12. Cancelling an Order Within 24 Hours

An order may be cancelled free of charge within 24 hours of being placed, provided that it has not yet been processed or handed over for delivery.

Cancellation requests must be submitted by email to:

Email: hooky.hu@gmail.com

Please include the customer’s name and order number.

13. Cancelling an Order After 24 Hours

Where more than 24 hours have passed since the order was placed, or the order has already been processed or handed over for delivery, Hooky may no longer be able to stop the shipment.

In such cases, the cancellation may be handled as a withdrawal and return. The customer may be responsible for the direct cost of returning the product, unless otherwise required by applicable law.

Any refund or deduction will be calculated in accordance with this Policy and applicable consumer protection laws.

14. Important Information

The customer is responsible for packaging returned products appropriately and using a suitable shipping method to prevent damage during transportation.

Hooky is not responsible for damage caused by inadequate return packaging or improper handling during return transportation, except where responsibility cannot be excluded under applicable law.

All returns are subject to inspection after they have been received. Approval of a return and the processing of a refund will be based on the condition of the returned product and the applicable legal requirements.

Customers are advised to retain proof of postage or another document confirming that the returned product has been handed over to the shipping provider.

15. Contact

For questions relating to returns, exchanges, withdrawals, refunds, or order cancellations, please contact Hooky customer service at:

Email: hooky.hu@gmail.com

Effective from: 1 July 2026