Refund policy

TECH PACK AND DESIGN SESSION CANCELLATIONS & REFUNDS 

All design sessions are payable in advance. Once a booking is confirmed, preparation and administrative work begin immediately to secure the session slot. 

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Refunds 

For cancellations or refund requests made more than 2 working days before the scheduled appointment, a fee will be deducted to cover administrative time and non-refundable transaction costs. 

Refunds issued are subject to a 7.5% deduction (or £25, whichever is greater), with the remaining balance returned to the original payment method. 

Refunds or cancellations made within a period of two working days of the scheduled appointment are subject to a rebooking of 35% of the total session cost. 

If a refund is requested instead of a reschedule, the applicable rebooking fee will be deducted from the refund amount. 

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Cancellations 

Cancellations made within 2 working days of the scheduled appointment are subject to a rebooking fee of 35% of the total session cost.

To cancel or reschedule, please contact us via WhatsApp (+44 7939 591255). 


Reschedules are only confirmed once the rebooking fee has been paid and a confirmation email has been received. 

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No-Shows 

Failure to attend without prior notice will result in the session being forfeited. 
No refunds will be issued, and the full session cost will apply to rebook. 

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Working Hours 

Our working hours are Monday to Friday, 10am – 6pm (UK time). 
Cancellations made outside of working hours will be processed on the next working day. 

 

SAMPLING AND BULK PRODUCTION REFUNDS 

All items are made to order by hand. Items are then quality checked and pictured to ensure our high-quality standards and keep a record of your order. We DO NOT accept returns as each individual order is made specifically for each customer.  

We work closely with our clients to ensure samples and bulk manufacture items meet our customer requirements. If you have any queries about items received, please contact us at: info@hookandeyeuk.com 

POSTAGE ADDRESS: 

Hook and Eye UK, Unit 14, 57 Frederick Street, Birmingham, B13HS, UK.  

We do not cover any postage costs. If you are sending items back from outside of the UK, you MUST add onto the outside of your package and invoice 'SAMPLE REFERENCE - NO COMMERCIAL VALUE'. We will not be responsible for any customs costs for returning items. Items sent back to us without first discussing with us will not be accepted.