Return & Refund Policy
At HOOK8LOOP, we strictly enforce a Final Sale Policy. Due to the nature of our products involving industrial adhesives and precision hardware, we do not accept returns, refunds, or exchanges for:
- Change of mind / Disliking the aesthetic.
- Incorrect purchase / Wrong model ordered.
- Installation errors or surface incompatibility.
We stand behind our engineering. We will provide a 1-on-1 Replacement (or full refund if out of stock) ONLY under the following conditions:
A structural or functional failure of the product (e.g., broken magnet, stripped thread).
Note: Minor cosmetic marks on non-visible surfaces (rear/mounting side) that do not affect performance are not considered defects.
We cover damage where the actual product is physically broken due to courier mishandling.
Important Exclusion (Packaging): We utilize sturdy tin/box packaging designed to protect the contents. We DO NOT accept returns or replacements for dented, scratched, or damaged external packaging if the product inside is intact. The packaging has done its job by absorbing the impact.
To protect against fraud, you must follow this strict procedure. Failure to comply will result in an automatic rejection of your claim.
You must report the issue to us within 24 hours of the timestamp showing "Delivered" on the tracking status. Claims made after this window will be considered user-inflicted damage.
You must provide a video that meets these criteria:
- Start: Filming must begin before you cut the package seal.
- Continuous: The video must be one single take (no editing, no cuts, no pausing).
- Detail: Clearly show the shipping label and the defect in the same video.
If your claim is verified:
- We Pay Shipping: Hook8Loop will cover the shipping cost to send the replacement unit to you.
- Return of Defective Unit: We may require you to return the defective unit (shipping covered by us) for quality control analysis.
- Contact our Support Team immediately via WhatsApp at +62 812-3113-2288.
- Do not use Instagram DM for claims to ensure your case is logged and processed prioritarily.
- Message Format: Order ID + Description of Issue + Unboxing Video Attachment.