Refund policy

Refund Policy

We have a 7-day return policy, which means you have 7 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with its original protective film 100% intact . You’ll also need the receipt or proof of purchase. 

To start a return, contact us at hello@hookupdesigns.com Please note that returns will need to be sent to the following address: 3 Endeavour Street, Wanaka, Otago, New Zealand, 9305. We will not cover the costs of delivery for returns. You must cover these yourself. 

If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. If you have any questions on returns please get in contact with us.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on perfectly imperfect units, sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@hookupdesigns.com.


 

Warranty Policy

Coverage

We stand behind the quality of our products. All items purchased from Hook Up Designs Ltd come with a 1 year limited warranty against defects in materials or workmanship that affect normal use of the product.

This warranty covers:

  • Structural integrity (e.g., cracks, breakage, faulty welding)
  • Material flaws present at the time of delivery
  • Manufacturing defects that prevent normal function
  • Corrosion that affects the normal function or structural integrity of stainless steel (304 & 316) and aluminium products, based on appropriate environmental use: 
      • 304 Stainless Steel – suitable for inland/outdoor use; not recommended for coastal/high-salt environments.
      • 316 Stainless Steel – marine-grade, suitable for all environments including coastal and high-humidity areas.
      • Powder-Coated Aluminium (4 mm) – suitable for inland/outdoor use; coastal exposure may reduce lifespan if coating is scratched or damaged.

 

This warranty does not cover (for all materials, including 304 stainless steel, 316 stainless steel, and powder coated aluminium):

  • Normal wear and tear
  • Misuse, abuse, or neglect
  • Accidental damage
  • Modifications or alterations after purchase
  • Cosmetic issues (scratches, fading, minor surface discoloration, or staining that does not affect functionality)
  • Protective rubber/foam degradation
  • Corrosion resulting from:
      • Improper maintenance, not following cleaning frequency and cleaning steps from the care guide provided. 
      • Harsh chemicals
      • Extreme environmental exposure beyond recommended use (e.g. coastal or high-salt exposure for 304 stainless steel, or compromised powder-coated finishes)

 

Material Care Recommendations

All stainless steel and aluminium products require routine cleaning and maintenance to maintain durability and prevent surface staining or corrosion. While cosmetic discoloration does not affect functionality, failure to maintain the product properly may void warranty coverage for functional corrosion.

Purchasers are encouraged to follow the the care guide provided for longevity of the product. Stainless steel and aluminium should be regularly cleaned with warm, soapy water using a soft cloth or sponge, wiped in the direction of the grain, thoroughly rinsed, and completely dried; avoid bleach, chlorine-based cleaners, steel wool, or abrasive pads.

 

Warranty Period

The warranty period begins on the date of purchase. Please retain your proof of purchase (order confirmation email or receipt), as it will be required to make a claim.

 

How to Make a Claim

If you believe your product is defective and covered under warranty:

  1. Contact us at hello@hookupdesigns.com with your order number, description of the issue, and photos.
  2. Our team will review your claim and respond within 3 business days.
  3. If approved, we will repair, replace, or issue store credit at our discretion.

 

Remedies

Depending on the nature of the defect, we may:

  • Repair the item at no cost
  • Replace the item with the same or equivalent product
  • Offer store credit or a refund if a replacement is not possible

 

Limitations

  • Claims must be made within the warranty period.
  • Warranty applies only to the original purchaser and is non-transferable.
  • Shipping costs for returning defective items may be the responsibility of the customer, unless otherwise agreed.

 

Warranty is exclusive to New Zealand and Australia.

We do not cover any freight damage, faults, or other issues outside of New Zealand or Australia.

By purchasing from us for use outside of New Zealand or Australia, you agree to release Hook Up Designs from all risk and responsibility relating to our products and use.

 

Contact

For warranty inquiries, please contact us at:

hello@hookupdesigns.com