Returns/Refunds

Order cancellation

All orders can be cancelled until they are shipped. If your order has been paid and you need to change or cancel it, please contact us within 12 hours or it may be too late. Once the packaging and shipping process has started, apologies, but your order will not be able to be cancelled. 

Returns:

We operate a “within 14 days” refund policy. Unfortunately, we cannot refund or exchange the item if you fail to notify us or your request to return the item within that 14 day period after you have received the item.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging where possible. We may not be able to reimburse returns sent to us which have "suffered" in poor packaging condition if they are unable to be sold on as a result. 

Refunds (if applicable): 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 

If your request is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within seven days. 

Late or missing refunds: 

If you haven’t received a refund within the timeframe outlined above, please check your bank account again. 

Then contact your credit card company, it may take some time before your refund is officially posted. 

Next contact your bank. There is often some processing time before a refund is posted. 

If you’ve done all of this and you still have not received your refund yet, please contact us at contact@all-hooked-up.com

Bespoke items: 

Only regular priced items may be refunded, unfortunately bespoke items cannot be refunded. 

Exchanges (if applicable) 

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at contact@all-hooked-up.com and send your item to: Electron House, Longhirst Road, Pegswood, Morpeth, Northumberland. NE61 6XF

Gifts 

If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. 

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and (s)he will find out about your return. 

Shipping 

To return your product, you should mail your product to: 

Electron House, Longhirst Road, Pegswood, Morpeth, Northumberland. NE61 6XF

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. We will arrange for a refund on receipt of your returned item.  

Urgent requests:

We much prefer email contact and aim to respond to all emails within 12 hours, but if you have an urgent request, we won't mind if you contact us on 07831269023