Terms & Conditions

Background

Hööks Hästsport AB is Scandinavia's leading company in its sector. The company sells a complete range of products for horses and riders, as well as products for dogs. Hööks Hästsport AB's sales take place via the company's website and own shops in Sweden, Norway, Denmark and Finland.

You must be over 16 years of age to register a user account with us or shop from our website.

Prices

All prices are in euro and include VAT. Current VAT rates are 6% for books and 25% for other products. For orders under 100 € there will be a shipping charge of 7.90 €. See more information below.

We do not accept orders under 50 €. This also applies to back orders.

Card payment via DIBS

When you confirm your order, your details are transferred to DIBS Payment Services AB, with whom we have a partnership. DIBS Payment Services AB verifies the card's validity and assures your payment. We accept VISA and MasterCard. We do not accept American Express or Diners.

When you place an order, the payment amount is reserved on your account and cannot be used to make other purchases. The amount is not charged to your card until your order is dispatched. If part of your order cannot be dispatched, for instance if a product is out of stock, the amount will be adjusted accordingly. If we cannot process your order within the time frame specified by your card issuer, the payment order will be cancelled. If you have provided incorrect card details or do not have sufficient funds to cover the purchase, we reserve the right to take payment by cash on delivery, in which case TNT's/DHL's C.O.D. fee will be charged.

DIBS Payment Services is PCI certified. DIBS uses SSL encryption, which is the industry standard for secure data transfer and means that your credit card information is transmitted encrypted directly to the bank. We never save or process credit card numbers or CVC/CVV numbers in our customer register, and have no access to your credit card information or bank account.

Delivery and shipping

All parcels are delivered by TNT (DHL in Germany). There will be a shipping charge of 7.90 € for orders under 100 €. We offer free delivery on orders over 100 €.

Please note: When you place your order, you must give the same name as appears on your ID. Otherwise you may have problems collecting your parcel.

Delivery times

If the item you have ordered is in stock, it will usually dispatch within 1-2 working days. Items that you have opted to pick up in store will dispatch within 1-3 working days. DHL's / TNT's delivery time will be added to the dispatch times above, and will vary depending on where you live. If the estimated delivery date is delayed by more than six days, we will contact you to tell you the reason for the delay and give you a new estimated delivery time. Note that you will only be entitled to cancel the order due to delayed delivery if punctual delivery is of essential importance.

H = Home delivery
P = For you to pick up at local service station
CountryDaysService
Austria4H
Belgium3H
Britain4-6H
Bulgaria4-5H
Croatia4H
Cyprus4H
Czech Republic4H
Estonia4P
France4-5H
Germany3-4H
Greece4-6H
Hungary4H
Ireland4H
Italy4-6H
Latvia4P
Lithuania4P
Luxembourg3H
Malta4H
Netherlands3H
Poland4P
Portugal5-6H
Romania5-7H
Slovakia4H
Slovenia4H
Spain4-5H

Split deliveries

If your order has to be split into multiple deliveries because an item is temporarily out of stock, we will reserve the missing item for you and deliver it at a later date with free shipping. If you prefer not to wait for the item, you can cancel it. If a shipping charge is due, it will only be charged once per order regardless of the number of parcels the order is split into.

Back orders of less than 50 € will not be delivered; instead they will be cancelled from your order. The payment order for the cancelled goods will automatically be cancelled.

Transport insurance

All goods sent to you are covered by transport insurance. If you discover that any goods are damaged, you must notify Hööks without undue delay. To simplify the process, we recommend you use the returns form printed on the back of the delivery slip. We bear the transport risk for deliveries made by us. You bear the transport risk for goods you return to us.

Order confirmation

When you shop from www.hookseurope.com, you will initially receive a preliminary order confirmation. Once your order has been processed and entered into our order system, you will be sent a definitive order confirmation by e-mail.

By creating an account on My pages, you will be able to see all your open and historical orders. You can also track an order using your parcel ID

Refund policy

A 60-day refund policy applies to items purchased from www.hookseurope.com. A 14-day refund policy applies to sale items. The refund period starts from the time you receive the item. If you want to return an item, you must notify us via e-mail or letter within 60 days (non-sale items) or 14 days (sale items).

After notifying us, you have 14 days to send the item back.
Hööks does not currently allow exchange of items. If you need the same product in a different size or colour, you must first return the item and then place a new order

If you want to return your item via post, use the ready-printed returns form. The return shipping fee, currently 7.90 €, is deducted from the value of the returned goods. If you place a new order at the same time as returning goods, we will not charge a return shipping fee.

Refunds for returned goods are paid by the same method that the goods were purchased with.

Embroidered items are non-exchangeable.

Return address:
Hööks Hästsport AB
Företagsgatan 58
SE-501 77 Borås
Sweden

Contact for exchanges and returns:
E-mail: info@hooks.se
Tel. +46 33 20 51 40

Right to cancel a purchase

As a consumer, you always have the right to cancel your purchase within 14 days after receiving your goods (cooling-off period).

If you want to cancel your purchase, you must expressly notify us of this, clearly stating that you want to cancel the purchase and specify which purchase you are cancelling.

You can also notify us by e-mail or post. You will find our full contact details under "Refund policy" above. Please note: If you do not collect or receive your parcel, this alone will not be regarded as cancelling your purchase.

If you want to cancel your purchase, you must send us notification and pay the return shipping charges. Note that if you return a used item, we will estimate the used item's value in accordance with relevant law and refund you the purchase price minus the estimated loss in value. If the item cannot be resold, its value may be reduced by up to 100%.

Return of faulty goods

If you want to return goods that are damaged or faulty, contact our customer service team on +46 33 20 51 40. Always remember to include or bring the receipt or delivery slip when returning damaged or faulty goods

You can return damaged or faulty goods within 3 years, provided they were faulty when you received them. We recommend you submit your complaint as soon as you discover the fault. Two months is always considered a reasonable time frame for reporting faulty goods. Note: Rugs and other items must be clean and dry in order for us to accept them.

If your complaint is approved, we reserve the right to repair the item and return it to you. If it cannot be repaired, we will send you a new item. If the item is out of stock, we will refund the amount you paid, plus any shipping charges you have incurred due to the fault, within 14 days. Refunds for faulty goods are paid by the same method that the goods were purchased with. When you return faulty goods, you are always entitled to compensation for additional costs incurred due to the fault, such as travel expenses or shipping costs.

As a consumer, you can always contact Hööks Hästsport AB directly for assistance with complaints, purchase cancellation and other matters related to purchasing and ordering.

As a consumer, you can also contact the National Board for Consumer Disputes (ARN) for assistance in resolving disputes with a business operator. For more information visit www.arn.se. Postal address of ARN: Allmänna reklamationsnämnden, Box 174 101 23 Stockholm.

Hööks Hästsport AB will cooperate in resolving disputes tried by ARN, and will follow ARN's recommendations.

The EU Commission's online platform for alternative dispute resolution can also be used for resolving disputes concerning cross-border purchases. See ec.europa.eu/odr. You can also get more information from Konsument Europa, part of the Swedish Consumer Agency, www.konsumenteuropa.se.

Return address:
Hööks Hästsport AB
SE-501 77 Borås
Sweden

Contact for complaints:
E-mail: info@hooks.se
Tel. +46 33 20 51 40
Co. reg. no. SE556158221301

Data protection

Our Privacy Policy describes in detail how we store and process personal data. Among other purposes, we register your personal data in order to deliver goods to you, fulfil our commitments to customer club members, meet our warranty obligations and comply with legal requirements. Hööks Hästsport AB is the data controller of your personal data.

We will not transfer or sell your personal data on to third parties.

You have certain rights regarding the personal data that Hööks Hästsport AB holds about you. For full information regarding your rights and how we process your personal data, see our Privacy Policy here.

If you have any questions about our processing of personal data, please contact us by e-mail: info@hooks.se.

Special offers and communications

As our customer, we want to make sure you always receive our latest offers and information about new products. We normally communicate via e-mail, SMS, magazines and www.hooks.se, and sometimes also via advertisements on external websites (e.g. Facebook).

You can change your preferences for receiving marketing information at any time by logging on to My pages or contacting order@hooks.se. You can also opt out of our direct marketing at any time if you no longer want to receive offers and updates. Read more about how to exercise your rights in our Privacy Policy.

Cookies

A cookie is a small text file containing data, which is stored on the device you use to visit a website. Cookies are used to make it easier for you to use the website. Cookies contain no personal information; the data they contain only consists of letters and numbers.

Although each cookie contains a unique identification number, we cannot find out any personal information about you, such as your name or IP address, from the cookies we collect. Cookies only contain pseudonymised data, which we never link with any personal information about you.

There are different types of cookies:

  • Session cookies are temporarily stored in your device while you visit our website and are erased when you close your browser.
  • Persistent cookies remain on your computer/device until you remove them.
  • First-party cookies are placed on your device by us when you visit our website.
  • Third-party cookies are placed on your device by other parties (third-party cookies are responsible when you are shown advertisements for products that you have previously viewed or searched for).


Cookies can also be used to analyse your browsing and search behaviour when visiting www.hooks.se. In combination, the different cookies reveal your general search and browsing patterns. The analysis can be used as a basis for our marketing during visits on our website and other websites. The stored cookies allow us to provide you with tailored, relevant information as well as a customised shopping experience. We use a commercial third party provider to customise the content of our communications to make them more relevant and attractive to you.

Cookies can also be used to optimise your experience on our website. For more information about cookies, we recommend you visit the website of the Swedish Post and Telecom Authority, pts.se.

You can always change your cookie preferences in your device settings or browser settings. Go to your device settings or browser settings for more information on how to adjust your cookie preferences. You can configure your settings to disable all cookies; to only accept first party cookies; or to delete cookies every time you close your web browser. Bear in mind that changing your settings may stop our online shop and other services from functioning correctly.

Force majeure

Circumstances and events such as war, natural disaster, labour market strikes, government decree, non-delivery from suppliers, cost-increasing circumstances, and similar unforeseeable events beyond Hööks's control, are regarded as force majeure. Under such circumstances, Hööks shall be released from its contractual obligations.

Contracts

Our legal basis for storing your data is that you, as a customer, have entered into a contract with Hööks, for instance by shopping on our website. You can always terminate this contract by contacting Hööks. If several contracts exist, the contract with the latest expiry date prevails.

All contracts between a customer and Hööks Hästsport AB are entered into in English.

Member of Swedish Digital Commerce

Hööks Hästsport is a member of the Swedish Digital Commerce association (Svensk Digital Handel), which has strict membership rules. The SDH symbol offers assurance when you order goods remotely.

Member of WSD

We are also the only Swedish member of the WSD (Worldwide Saddlery Distributors), a global purchasing cooperative that enables members to maintain low prices and high quality.

With reservation for local discrepancies, printing errors and selling out of stock.