Refund Policy
A legal disclaimer
Hooks Cooks provides this Refund Policy to outline the conditions under which refunds or resolutions may be offered for purchases made through our website or at events. By placing an order, you agree to these terms. We are not liable for issues beyond our control, such as shipping delays, damages cused by carriers, or errors in order details provided by you. For questions or concerns about the policy, please contact us at HooksCooksllc@gmail.com before ordering.
Refund Policy - the basics
General Policy
Due to perishable nature of our homemade cookies, Hooks Cooks does not offer refunds or returns for orders placed online or at events. All sales are final once an order is completed, as our cookies are baked fresh to order and cannot be resold. We take great care to ensure quality and freshness, using high quality ingredients and secure packaging for all orders.
Damaged or Defective Orders
If only order arrives damaged or defective, please contact us at HooksCooksllc!gmail.com within 2 days of delivery. Include your order number, a description of the issue, and photos of the damaged items. We'll review your claim and, at our discretion, may offer a replacement, partial refund, or store credit, subject to availability and verification. For in-person purchases at farmers markets and festivals, please notify us at the event or within 24 hours via HooksCooksllc@gmail.com, and we'll address the issue case-by-case.
Shipping Issues
We ship orders on Mondays and Tuesdays only to ensure freshness, using USPS. Hooks Cooks is not responsible for shipping delays, lost packages, or damages caused by carrier or incorrect shipping addresses provided by you. If your order doesn't arrive as expected, contact us at HooksCooksllc@gmai.com within 5 days of the estimated delivery date, and we'll assist with tracking or carrier inquiries, though refunds are not guaranteed for carrier-related issues.
Order Cancellations
Online orders may be canceled before they are baked and shipped, provided you contact us at HooksCooksllc@gmail.com by Saturday 11:59 PM for Monday shipping and by Sunday 11:59 PM for Tuesday shipping. Once an order is in process it cannot be canceled due to its perishable nature. No cancellations are accepted for in-person purchases at markets or festivals after payment is made.
Contact Us
For refund-related concerns, reach out at HooksCooksllc@gmail.com or 1(603)708-6563. We aim to respond within 2-3 business days. This policy is governed by New Hampshire law, and we reserve the right to update it, with changes posted on our website.