Return & Refund Policy

Return & Refund Policy

We want you to feel confident shopping with Hokuō. Below you'll find our policy on returns, exchanges, and refunds.

1. Return Eligibility You have the right to return eligible items from our lifestyle collection within 14 days of receiving your order, in accordance with Danish consumer law.

To be eligible for a return:

  • The product must be unused and in its original packaging

  • You must notify us within 14 days of delivery

  • Return shipping costs are the responsibility of the customer

2. Non-Returnable Items Due to health protection and hygiene regulations, the following items are not eligible for return:

  • Freeze-dried food and treats

  • Supplements and powders

  • Bone broths and liquid products

  • Any opened or used products

This policy is based on section 18(2) of the Danish Consumer Contracts Act.

3. Return Instructions Returns must be sent directly to our warehouse. We do not accept deliveries to parcel shops or returns sent cash on delivery.

Return address:
Tokumarosou ApS
Nørregade 68-69
6650 Brørup, Denmark

Please email us at info@hokuo.pet before returning your item. Once approved, you may ship the product using a tracked delivery service.

4. Refunds Once we’ve received and inspected your return, we’ll notify you by email. If approved, your refund will be processed to your original payment method within 5–10 business days.

Please note: Shipping costs are non-refundable.

5. Exchanges We currently do not offer exchanges. If you'd like a different item, please place a new order and return the original (if eligible).

Questions? Reach out to us at info@hokuo.pet — we're happy to help.