Refund & Return Policy

Last Updated: June 1, 2026

1. Purpose & Scope

ALOT Living Limited ("we," "us," "our," or "HOOK") is committed to delivering exceptional craftsmanship to your home. This policy outlines our official procedures for returns, refunds, and quality disputes across all delivery methods for purchases made on [www.hook-select.com](https://www.hook-select.com).

2. Receiving & Inspection Protocols

2.1 In-Store Collection

  • Condition Verification: Your signature on the pick-up receipt or note constitutes formal acceptance of the product's condition.

  • Final Sale: No returns, refunds, or exchanges are permitted post-signature.

  • Inspection Requirement: Customers must thoroughly examine all items prior to departure. (Note: Restoration to original packaging may not be feasible after unboxing).

2.2 Company-Managed Delivery

  • Acceptance Protocol: Signing the delivery note confirms satisfactory receipt of the goods.

  • Deferred Inspection: Should you opt not to inspect the items upon delivery, subsequent damage claims cannot be honored.

  • Damage Reporting: Any visible defects or damages must be:

    1. Documented with the delivery team prior to their departure;

    2. Clearly noted on the delivery note; and

    3. Reported via email to hook.select@gmail.com within 24 hours with the following required details:

      • Order number

      • Clear visual evidence (photos/videos of the damage)

      • Production code / batch label from the original packaging

2.3 Third-Party Logistics (e.g., SF Express, DHL, GoGoVan, or International Couriers)

  • Limited Liability: We are not responsible for transit-related damages, losses, or delays caused by third-party carriers.

  • Pre-Shipment Verification: Customers may request condition documentation prior to carrier handoff.

  • Risk Transfer: Risk of loss and title transfer to the customer upon carrier acceptance.

3. Quality Assurance & Claims Process

3.1 Claim Submission

To initiate a quality claim for damaged or defective goods, customers must contact us within 24 hours (1 business day) of receipt by following these steps:

  • Submit a written claim to hook.select@gmail.com (or info@alot.com.hk).

  • Provide the original order confirmation.

  • Attach clear photographic/video evidence of the defect or damage.

  • Provide intact production codes from the packaging.

  • Retain all original packaging and materials.

3.2 Resolution & Remedies

  • Assessment: Our quality control team will evaluate claims within 3 to 5 business days.

  • Remedies: Approved claims may qualify for one of the following solutions (at our discretion):

    • Repair: Priority solution for fixable defects.

    • Replacement: Subject to product availability and production lead times.

    • Store Credit: Issued within 14–30 business days following inspection.

3.3 Return Logistics

  • Location: Approved returns are accepted at our Kwun Tong location during operating hours.

  • Requirements: Returns must be accompanied by original proof of purchase, unaltered product condition, and complete original packaging.

  • Cost Allocation: Customers bear all return transportation and shipping costs, except in cases involving verified company error.

4. Non-Qualifying Circumstances

The following items and conditions are strictly ineligible for return, exchange, or refund:

  • Custom-made, bespoke, or custom-configured items

  • Pre-order items once production or ordering has been confirmed

  • Clearance, sale, or display merchandise

  • Defects or damage reported beyond the 24-hour initial reporting window

  • Normal wear and tear, or damage resulting from improper handling, assembly, or storage post-delivery

5. Financial Reconciliation & Refunds

  • Refund Method: All approved monetary refunds are issued exclusively via Company Cheque.

  • Documentation: Recipients must execute a formal Refund Agreement upon payment collection.

  • Processing Time: Processing requires 14 to 30 business days following final quality verification and approval.

6. Customer Support

For inquiries regarding this policy or assistance with a claim, please contact us:

  • Company Name: ALOT Living Limited

  • Website: www.hook-select.com

  • Service Hours: 11:00 – 20:00 (Mon – Sun)

  • Email: hook.select@gmail.com

  • Phone: +852 6133 6359

  • Address: Shop 107, Man Yee Arcade, No. 68 Des Vouex Road, Central, Hong Kong