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.

To exercise your right of withdrawal, you must notify us in writing within 14 days of delivery by contacting info@hokuo.pet. We will then provide instructions for return.

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

According to Article 16(e) of EU Directive 2011/83/EU (transposed into Danish law, §18(2)), we cannot accept returns of the following once opened or unsealed:

Freeze-dried food and treats
Supplements and powder products
Bone broths and other liquid consumables
Any product that has been opened or used and is no longer sealed

If the packaging is unbroken, you retain the right of withdrawal.

3. Return Instructions

Please contact us first at info@hokuo.pet before sending any return. Once approved, you may return the item using a tracked delivery service.

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

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

Please note:

Original shipping charges are non-refundable
If the product has been handled beyond what is necessary to determine its nature and functionality, we may deduct a reasonable amount from your refund

We reserve the right to withhold the refund until we have received the goods or proof of return shipment.

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 eligible).

Questions?

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