Easy returns
Our returns policy
At Hook Polo we provide a clear returns policy, allowing you to buy with confidence. If you're not satisfied with your purchase, you can return or exchange it, as long as it is returned new, unworn, and in resalable condition within our returns period (this includes sale items). According to the Consumer Contract Regulations, our returns period for refunds and exchanges is 28 days unless otherwise specified*.
Your shopping experience is very important to us, so we have simplified the returns process by offering free UK returns through Royal Mail.
We offer free UK returns via Royal Mail. Simply use the returns label provided. Please also fill out the returns form, providing your name and order number - so we can identify your order.
Returns from outside the UK are the customer's responsibility and expense. Please clearly mark the parcel as 'returned goods – relief claimed' and include an import declaration with an accurate description of the goods, their quantity, and value.
We suggest using a tracked delivery service for your return in case proof of postage is needed. Complete the form included with your order, seal the parcel, and send it to the following address:
Hook Polo Ltd
12-14 Maunsell Rd,
Hastings,
Saint Leonards-on-sea
TN38 9NN
*Returns from The Channel Islands, Isle of Wight, Isle of Man, Northern Ireland and the Republic of Ireland are classed as international returns.
You can contact us through our contact page! We will be happy to assist you.
Refund Policy
To receive a refund or exchange, the product(s) must be in their original condition with all protective packaging included. This means original tags, boxes, bags, labels, and swing tickets must remain attached. The product must be unworn and in the same condition for Hook Polo to process any refunds or exchanges.
It can take up to 10 working days for a returned parcel to reach us from the date it was sent. We will notify you via email once your return is completed. Any refund processed to a credit or debit card will appear on your statement within 5-7 working days from the processing date. If you paid through Klarna, your refund will be processed through Klarna. If you don't hear from us within 10 working days of sending your items back, please contact us with your order number and details about the returned items.
Contact our customer service team