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🧾 Returns and Complaints Policy

We offer a 14-day return policy, in accordance with the Consumer Protection Law of the Republic of Serbia. This means you have 14 days from the date of receiving your item to request a return, without providing a reason.

Conditions for Return

To be eligible for a return:

The item must be in the same condition as received — unworn, unused, with original tags and packaging.
Proof of purchase (invoice or receipt) is required.

To start a return, contact us at:
📧 info@hookandloopbrand.com

Items returned without prior notice will not be accepted.

Return Shipping

Unless the return is due to an error on our part (e.g. wrong item, defective or damaged item), the customer is responsible for return shipping costs. We do not accept cash-on-delivery returns.

Once your return is approved, we will provide you with instructions on how and where to send your package.

🛠️ Complaints and Damaged Items

Please inspect your order upon delivery and contact us immediately if your item is defective, damaged, or incorrect, so we can resolve the issue as quickly as possible.

🚫 Exceptions / Non-returnable Items

For hygiene reasons, the following items cannot be returned:

Underwear and swimwear
Worn or washed clothing
Items marked as final sale or purchased with a significant discount

If you are unsure whether your item is eligible for return, feel free to contact us before sending it back.

🔄 Exchanges

We currently do not offer direct item exchanges. If you want a different size or model, please return the original item and place a new order once the return is approved.

💰 Refunds

In the event of a return of goods and refund of funds to a customer who previously paid with one of the payment cards, whether partially or in full and regardless of the reason for the return, HOOK & LOOP is obliged to make the refund exclusively via VISA, MasterCard, Maestro, Amex, or Dina payment methods.

This means that the bank, at the request of the merchant, will carry out the refund only to the cardholder’s account used for the original payment.

We will notify you once we’ve received and inspected your return and let you know whether the refund is approved.
If approved, the refund will be issued to your original payment method within 7–10 business days.

Please note that your bank or credit card issuer may require additional time to process and post the refund.

If more than 15 business days have passed since your return was approved and you haven’t received the refund, please contact us at info@hookandloopbrand.com.