Refund policy
We stand behind the quality and consistency of our products and offer a 100% Satisfaction Guarantee on your purchase.
We offer a full refund on products if they meet the following criteria:
- Have been damaged in shipping.
- Are non-food items that are unused, unwrapped, unworn.
- Do not meet your expectations in taste or quality.
We have a 14-day return policy on apparel, which means you have 14 days after receiving your item to request a return.
For seasoning, sauces, etc. in the perishable food category, we will accept returns within 14 days of the item showing delivered by shipping carrier tracking and those items in question for return must adhere to the above and below criteria as they pertain to perishable food items.
We have shipping insurance that can be purchased at checkout to cover any potential cracks to bottles or damages to any apparel or kitchen tool. Please reach out to us directly if you have any questions at [email protected].
If you feel you need to contact us regarding a return, please include your order number, full name, email address, photos of the item(s) in question and description of the reason for return in the email.
WE DO NOT ACCEPT RETURNS/EXCHANGES, NOR WILL WE REFUND A BUYER IF THEIR ORDER IS SHIPPED TO A THIRD PARTY FRIEGHT FORWARDER AS ADDRESSED IN THE ORIGINAL ORDER CHECKOUT. If there is an issue with delivery after the item has been confirmed as delivered to the initial address used a checkout, the buyer must contact their freight forwarding service and request a resolution from that entity. There are NO exceptions to this policy.
To be eligible for a return, your item must be in the same condition that you received it, unopened, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at [email protected]. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at [email protected].
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
If you receive the wrong items, send us a message within 7 days of receipt. We’ll request photos of the items, shipping label with tracking info and the packaging slip we included in the package. We’ll then assess how to make it right which could include having you send the items back. In some cases we will provide a return label.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants) that have been opened and are not in the original condition in which we shipped it unless damages by the shipping carrier, custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method, less any return insurance paid at the time of purchase. Please remember it can take some time for your bank or credit card company to process and post the refund to your account, so please be patient and check your with financial institution on the funds returning to your account.
Subscriptions
All food products (seasoning or sauce) purchased on a subscription plan cannot be returned unless in the original packaging, without damage to the outer packaging (ie. seasoning or sauce bottle) and unopened/unused. If the food product returned is opened, used or damaged, Hook's Rubs and Spices, LLC reserves the right to deny a refund. So please make sure you package your product well and get shipping insurance. If any non-food product is purchased via a subscription plan (ie. merch clothing or kitchen essentials), it can be returned for refund if returned in the original packaging, without damage to the outer packaging and unopened/unused. If the non-food product returned is opened, used or damaged, Hook's Rubs and Spices, LLC reserves the right to deny a refund. So please make sure you package your product well and get shipping insurance.
For Prepared or Frozen Food Items Purchased at ANY Farmer's Market, Pop-Up or Catered Event
First, please reach out to us with any allergies or sensitivities to food as we can advise on how the food is prepared, cooked, stored and what surfaces and tools it has been cooked/prepared on. Hook's Rubs and Spices, LLC does not take returns of prepared food due to health and safety codes and standards. Hook's Rubs and Spices, LLC will not be held liable for any allergic reaction a customer has after purchasing and eating prepared food, nor any food-related illness that occurs before, during or after consumption of our products. We are registered as a food establishment to safely and sanitarily prepare and serve food by the state of Utah Department of Agriculture and Food. Consume at your own risk.