FREE U.S. SHIPPING ON ORDERS OVER $50 PRINT-ON-DEMAND · MADE TO ORDER 30-DAY RETURNS · NO RESTOCKING FEES

Refund & Returns Policy

Effective: June 12, 2026

We stand behind every order. If something isn’t right, we’ll make it right. This page sets out exactly how returns, refunds, and exchanges work at Hookplay.

The short version

  • 30-day return window from the day your order is delivered.
  • Items must be unused and in their original condition. Where the product had packaging, please return it in that packaging.
  • Refunds are issued to the original payment method within 5–10 business days of receipt and inspection.
  • You pay return shipping unless we shipped the wrong item, the item arrived damaged, or it’s defective.
  • No restocking fees. Ever.

How to start a return

  1. Email [email protected] with your order number, the item(s) you want to return, and a brief reason. If the item is damaged or defective, attach photos.
  2. We’ll reply within one business day with a return address and any specific packing instructions.
  3. Pack the item(s) securely and ship back via a trackable method. We recommend keeping the tracking number until your refund is confirmed.
  4. Once we receive and inspect the return, we issue the refund. You’ll receive an email confirmation when it’s processed.

What can be returned

Most products are returnable within the window above provided they are unused. This includes apparel (tees, hoodies, hats), accessories (totes, stickers, pins, bracelets), and printed goods (zines, journals) when unmarked and unwritten in.

What cannot be returned

  • Personalised or custom-made items — anything we made specifically for your order.
  • Items marked “Final Sale” on the product page at the time of purchase.
  • Digital downloads and gift cards.
  • Compression socks and intimate apparel if the hygiene seal or original packaging has been opened or damaged. Unopened, sealed compression items can be returned within the standard window.
  • Consumables (electrolyte mixes, salt-stack contents, food/drink items) once opened. Sealed, unopened consumables can be returned within the window.

Damaged, defective, or wrong items

If your item arrives damaged in transit, has a manufacturing defect, or you received something different from what you ordered, contact us within 7 days of delivery. Email [email protected] with photos of the issue and the shipping label. We will cover return shipping and issue your choice of:

  • A free replacement (subject to stock availability), or
  • A full refund to the original payment method.

Please keep the original packaging until the issue is resolved. Carriers occasionally require photos for damage claims.

Cancelling an order before it ships

If your order hasn’t shipped yet, email us right away — we’ll cancel it and refund you in full. Once your order has been handed to the carrier, please follow the standard return process above.

Exchanges

We don’t process direct exchanges. The fastest way to get the size, colour, or item you want is to return the original (per the steps above) and place a new order. This also lets you take advantage of any current promotions.

Late or missing refunds

Banks and card networks typically post a credit within 5–10 business days after we issue the refund. If it has been longer than 10 business days since you received our refund email:

  1. Check your bank or card statement carefully — refunds sometimes appear on a different date than the original charge.
  2. Contact your card issuer or bank — they can confirm whether the refund is in flight on their side.
  3. If neither resolves it, email [email protected] with your order number and we’ll trace it from our end.

International orders

We currently ship within the United States. If you placed an international order through a forwarding service or special arrangement, you are responsible for return shipping costs and any duties or taxes. Refunds for international orders are issued in USD; currency conversion at refund time is set by your card issuer, not by us.

Health and product disclaimer

Our products are awareness merchandise created for the POTS / dysautonomia community. They are not medical devices, prescription products, or substitutes for professional medical advice.

  • Compression products sold here are not graduated medical compression devices. If your physician has prescribed a specific compression class, please obtain that product through a licensed medical supplier.
  • Symptom-tracker journals are personal organisation tools. Always discuss symptoms and treatment decisions with your healthcare provider.
  • Electrolyte / salt products are general consumer goods, not medical treatments.

If a product is genuinely defective on arrival, that is covered under “Damaged, defective, or wrong items” above regardless of the disclaimer.

Contact

Anything not covered here, just ask:
Email: [email protected]
Mailing address: 1007 N Orange St, 4th Floor Wilmington, DE 19801 US

We answer customer-service emails within one business day, Monday through Friday.