If your purchase from hokawalking.co.uk is not right for you, this page explains how to arrange a return and how refunds are handled. Your statutory consumer rights remain unaffected.
Changing Your Mind
For most goods purchased online, you can cancel without giving a reason. Tell us within 14 days after the day you receive your goods, then send them back within 14 days after notifying us.
You may also cancel before delivery. If items from one order arrive separately, the cancellation period generally ends 14 days after the day you receive the last item. www.legislation.gov.uk
Arranging Your Return
Contact us using the details published on hokawalking.co.uk. Include your order number and identify the items you wish to return.
We will provide return instructions and the appropriate address. Please check this before posting, as the address on your original parcel may not be the correct returns address.
A clear statement that you wish to cancel is sufficient to exercise your statutory cancellation right. You do not need prior approval, and giving a reason is optional.
Trying On Your Items
You may inspect your purchase as you would in a shop. Try footwear indoors on a clean surface to check the fit and size.
Please return accessories, labels and original packaging where reasonably possible. Missing original packaging does not automatically remove your statutory cancellation right.
We may make a lawful deduction for diminished value caused by handling beyond what is necessary to establish the goods’ nature, characteristics and functioning. Wearing shoes outdoors, for example, goes beyond simply trying them on. www.legislation.gov.uk
Packing and Posting
Pack your return securely to protect the contents during transit. Place shoe boxes inside suitable outer packaging rather than attaching postage labels directly to them.
Include your order reference so we can identify the returned items. Keep your proof of postage and any tracking reference until the return and refund have been resolved.
Return Postage
For change-of-mind returns, you are responsible for direct return postage only where this was disclosed before purchase and we have not agreed to cover it. If the required information was not provided, we will bear those costs.
For faulty, damaged or incorrectly supplied goods, we cover the reasonable return costs required by law. Contact us so we can arrange an appropriate return method. www.legislation.gov.uk
Refunds
For a statutory cancellation, refunds are made without undue delay. Unless we have offered to collect the goods, we may withhold reimbursement until we receive them back or you provide evidence of sending them back, whichever happens first. We will refund within 14 days of that earlier event.
If you cancel the whole order, we also refund the original standard delivery charge. Additional costs for a premium delivery option do not have to be refunded.
Refunds use the original payment method unless you expressly agree otherwise. No refund fee will be charged. Your bank or payment provider may take additional time to display the credit. www.legislation.gov.uk
Faulty, Damaged or Incorrect Goods
If an item is faulty, arrives damaged or does not match its description, contact us with your order number and details of the problem.
Photographs may help us investigate, but they are not a condition of your statutory rights.
Qualifying faulty goods generally carry a 30-day short-term right to reject for a refund. After that period, repair or replacement rights may apply, followed in appropriate circumstances by a price reduction or final right to reject. These rights also apply to discounted goods and are separate from change-of-mind returns. www.legislation.gov.uk
Exchanges
If you would prefer a different size or model, contact us to check whether a direct exchange is available. Otherwise, you can return the original purchase under the applicable conditions and place a new order.
Replacement items are subject to availability. Prices and promotional offers may differ for a new order.
Return and Refund Enquiries
For an update, use the contact details published on hokawalking.co.uk. Include your order number and, if you have posted your return, the tracking reference or proof of postage.
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