Refund policy

At HooGe Brands, we are committed to ensuring that our customers are satisfied with their purchases. Please carefully review our claims, refund and return policy below:

UK Orders:

• We can only consider claims for returns on unopened, undamaged, and packaged goods in full outer cases that have been supplied within the UK.
• All claims for returns must be initiated within 48 hours of delivery and made in writing using the company template or via the relevant section on the company website.
• Products must be in their original condition and outer case packaging to qualify for a return.  Following a successful claim for returned goods a credit may be issued.  In some instances, a full or partial refund may be issued.  
• Return transport on goods with approved claims is responsibility of the purchaser, unless stated otherwise in writing by HBTG UK Ltd.

International Orders:

• For goods supplied overseas and for overseas (where the final delivery address or invoice address is outside of the UK), we only offer credits or refunds if the items are supplied incorrectly, if they fall outside the manufacturer's specifications or are subject to a compulsory product recall by the manufacturer.
• Product Returns are not accepted for orders supplied overseas or for overseas (where the intended market or region, final delivery address or invoice address is outside of the UK).
• Claims regarding incorrect products must be made within 72 hours of receiving the goods at the initial delivery address or that which at the buyer (or a party nominated by the buyer) assumes responsibility for the goods, whether within or outside of The United Kingdom.
• Once your claim is reviewed and approved, a refund or credit may be issued accordingly.

Return Process (UK Only):

1. Contact our customer service team at hello@hoogebrands.com or call +44(0)800 112 5142 to initiate your return.  Customers will be supplied with a Claims Template and / or directed to the relevant Claims section on the company website.
2. Provide your order details, proof of purchase, proof of delivery and the reason for the return.  It may also be useful to provide photographs of specific attributes of the product which relate to the claim.
3. We will provide you with instructions on how to return the item(s) if required.
4. Returns must be sent back in their original packaging to our designated returns location.

Non-Refundable/Non-Returnable Items:

• We do not accept claims for returns for perishable items, goods supplied with or having less than 6 months shelf life at the date of the claim or for custom orders.
• Opened or damaged goods will not be eligible for a refund unless they are deemed to have been supplied incorrectly, if they fall outside the manufacturer's specifications or are subject to a compulsory product recall by the manufacturer.
• Goods which are liable to deteriorate or expire rapidly which may include, but not limited to:

1. Temperature Controlled Goods - all goods requiring temperature control for either UK or International transit, or which have been transported by the seller under Temperature Control (that outside of ambient temperature).
2. Goods such as fresh and frozen meat, fish, eggs, dairy products, fresh fruits, vegetables, juices, fried / baked snacks, chocolate and sweet confectionery.
3. Unsealed goods or opened outer case packaging that are not suitable for return if they are unsealed, due to food safety, health protection or hygiene reasons.

Please note: HooGe Brands reserves the right to decline a claim for credit, refund or return if the items do not meet the return criteria.