Return & Refund Policy

We want you to feel confident when shopping with Hokuō®. Below you'll find our policy on returns, refunds, and exchanges in accordance with Danish and EU consumer law.

1. Right of Withdrawal

As a consumer within the EU, you have the right to withdraw from your purchase within 14 days of receiving your order — without giving any reason.

The withdrawal period expires 14 days after you, or a third party indicated by you other than the carrier, takes physical possession of the goods.

To exercise your right of withdrawal, we recommend using the withdrawal function available in your customer account and order page:

https://account.hokuo.pet/orders

You may also contact us at info@hokuo.pet with a clear statement of your decision to withdraw from the purchase.

Once your withdrawal request has been received, we will provide confirmation without undue delay.

To meet the withdrawal deadline, it is sufficient that you send your communication concerning the exercise of the right of withdrawal before the withdrawal period has expired.

To be eligible for a full refund:

  • The item must be unused, undamaged and in its original packaging
  • The seal must not be broken for products subject to hygiene or health protection rules
  • The return must be shipped with tracking, at your own expense

2. Exceptions – Non-Returnable Items

The right of withdrawal does not apply to sealed goods which are not suitable for return due to health protection or hygiene reasons once they have been unsealed after delivery.

This may include sealed pet food, treats, supplements, bone broth, and other consumable products where the original seal has been broken or removed after delivery.

Products that remain unopened and in their original sealed condition may still be returned in accordance with the right of withdrawal.

3. Return Instructions

After notifying us of your withdrawal, you must return the goods without undue delay and no later than 14 days from the date on which you informed us of your decision to withdraw.

You are responsible for the direct cost of returning the goods unless otherwise stated.

We recommend using a tracked shipping service, as you remain responsible for the goods until they are received by us.

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

Note: We do not accept packages sent to parcel shops, or returns sent cash on delivery (COD).

4. Refunds

If you withdraw from your purchase, we will reimburse all payments received from you, including the cost of standard delivery, without undue delay and no later than 14 days after we are informed of your decision to withdraw.

We may withhold reimbursement until we have received the returned goods or until you have supplied evidence of having sent back the goods, whichever occurs first.

Refunds will be issued using the same payment method used for the original transaction unless expressly agreed otherwise.

Please note:

  • If you selected a delivery method more expensive than our standard delivery option, we will only refund the cost of standard delivery
  • You are responsible for the direct cost of returning the goods unless otherwise stated
  • If the product has been handled beyond what is necessary to determine its nature, characteristics, and functioning, we may deduct a reasonable amount from your refund

5. Exchanges

We do not offer direct exchanges. If you would like a different item, please place a new order and return the original item if it is eligible for return.

Questions?

If you have any questions, feel free to contact us at info@hokuo.pet. We're happy to help.