Voyagers Hook Fishing Company LTD
At Voyagers Hook, we want you to be completely happy with your order. This policy outlines how returns and refunds work. If your question is not covered here, please contact us via email, phone, or the chat function on our website.
1. Returns Window
✓ 14-day returns - You may return most items within 14 days of delivery for a refund or exchange, provided the item is unused and in its original condition and packaging.
⚠ Some items cannot be returned - see Section 5 for details.
2. How to Start a Return
Please contact us before sending anything back. Do not return items without speaking to us first - we need to confirm the return and provide the correct return address.
| Contact Method | Details |
|---|---|
| info@voyagershook.com | |
| Phone | 07397 244450 |
| Via the chat button on our website |
Please have your order number ready and let us know which item you are returning and the reason. We aim to respond to all enquiries within 2 working days.
3. Return Postage Costs
Faulty, Damaged, or Incorrect Items
✓ We will cover all return postage costs and arrange a prepaid label or collection at no charge to you.
All Other Returns
⚠ Return postage is the customer's responsibility. We recommend using a tracked service - we cannot accept liability for items lost in transit.
4. Refunds
Once we receive and inspect your return, your refund will be processed within 5 working days to your original payment method.
| Detail | Information |
|---|---|
| Refund method | Original payment method |
| Processing time | Within 5 working days of receiving the return |
| Original outbound shipping cost | Non-refundable unless the return is due to our error |
You will receive an email confirmation once your refund has been processed. Please allow additional time for your bank or payment provider to clear the funds.
5. Items That Cannot Be Returned
The following items cannot be returned unless they arrive faulty, damaged, or incorrect:
- Opened items - any product that has been opened and used
- Items not in original packaging
- Live bait
- Frozen bait
- Custom or personalised orders - unless the item is incorrect or faulty
6. Faulty or Damaged Items
If your order arrives damaged or develops a fault, contact us as soon as possible. Please include your order number and photos of the issue where possible - this helps us resolve the matter faster and raise a claim with the carrier if needed.
We will assess the situation and offer a repair, replacement, or full refund in line with your statutory rights under the Consumer Rights Act 2015.
7. Wrong Item Received
If we send you the wrong item, contact us straight away. We will arrange collection of the incorrect item at no cost to you and dispatch the correct item as quickly as possible.
8. Changes to This Policy
Voyagers Hook Fishing Company LTD reserves the right to update this Returns & Refunds Policy at any time. Any changes will be posted on this page with a revised date.
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