TERMS OF SERVICE

OVERVIEW

This website is operated by Hook & Flanker (“we”, “us”, “our”). Throughout the site, we provide this website, including all information, tools and services available, subject to your acceptance of all terms, conditions, policies and notices stated here.

By visiting our site and/or purchasing from us, you engage in our services (“the Service”) and agree to be bound by these Terms of Service (“Terms”), together with any additional terms and policies referenced herein.

These Terms apply to all users of the site, including browsers, customers and contributors of content.

Please read these Terms carefully before using our website. If you do not agree to them, you may not access the website or use our services.

We reserve the right to update or amend these Terms at any time. Continued use of the website following any changes constitutes acceptance of the updated Terms.

1. ONLINE STORE TERMS

By using this site, you confirm that you are at least 18 years old or have the consent of a parent or legal guardian.

You may not use our products or services for any unlawful or unauthorised purpose, nor may you violate any applicable laws while using the Service.

Any breach of these Terms may result in restriction or termination of access to the Service.

2. GENERAL CONDITIONS

We reserve the right to refuse service to anyone for any lawful reason at any time.

Content you submit (excluding payment information) may be transferred across networks to enable delivery of the Service. Payment information is always encrypted during transmission.

You may not reproduce, duplicate, copy, sell or exploit any portion of the Service without our express written permission.

Headings are provided for convenience only and do not affect interpretation.

3. ACCURACY OF INFORMATION

We aim to ensure that information on our website is accurate and up to date. However, content is provided for general information only and may occasionally contain inaccuracies or omissions.

We reserve the right to update, amend or remove content at any time without notice.

4. PRICES & SERVICE MODIFICATIONS

Prices for our products are subject to change without notice.

We reserve the right to modify, suspend or discontinue any part of the Service at any time. We shall not be liable for any such changes.

5. PRODUCTS

Products are available exclusively online and may be offered in limited quantities.

We make every effort to display product colours and images accurately, however we cannot guarantee exact colour representation across all devices.

All products are subject to availability. We reserve the right to limit quantities, refuse orders, or discontinue products at any time.

Returns, refunds and exchanges are governed by our Returns Policy, which forms part of these Terms and complies with UK consumer law.

6. ORDERS, BILLING & ACCOUNT INFORMATION

We reserve the right to refuse or cancel any order, including orders that appear to be placed by resellers or distributors.

If we cancel or amend an order, we will attempt to notify you using the contact details provided at checkout.

You agree to provide accurate and up-to-date information for all purchases and to promptly update your details where necessary.

7. COMMUNICATION DELAYS, MADE-TO-ORDER & APPROPRIATE CONDUCT

While we aim to respond to all customer enquiries as promptly as possible, delays in communication and order processing may occasionally occur, particularly during peak trading periods such as the Christmas season, periods of unusually high demand, or due to operational disruption or circumstances beyond our reasonable control.

Hook & Flanker operates on a made-to-order basis for some or all of its products. By placing an order, you acknowledge that production and dispatch times may vary and that delays can occur, especially during peak periods.

A delay in order processing, dispatch, or communication — including delays associated with made-to-order production — does not constitute evidence of bad conduct, dishonesty, fraud, or unlawful activity.

Customers remain fully entitled to raise concerns, request updates, and exercise their statutory rights. However, customers are expected to raise concerns in good faith and to allow a reasonable opportunity for response before making public accusations, initiating disputes, or involving third parties.

Delays do not justify harassment, abusive behaviour, or false allegations of criminal conduct, nor the misuse of review platforms, social media, chargeback systems, or regulatory threats.

We reserve the right to challenge, report, or take appropriate action in response to conduct that is abusive, misleading, or made in bad faith.

8. CUSTOMER CONDUCT

We are committed to providing a professional and respectful experience for all customers.

Abusive, threatening, harassing, or defamatory behaviour towards our team or individuals associated with the business — including via email, social media, review platforms, or private communication channels — is not tolerated.

Where such behaviour occurs, we reserve the right to restrict or refuse future service. Nothing in this section limits your statutory rights.

9. BRAND AMBASSADORS & THIRD-PARTY CONTACT

Hook & Flanker works with brand ambassadors, partners, and collaborators who are not responsible for customer service, order processing, fulfilment, or dispute resolution.

Customers must not contact, harass, threaten, or direct complaints towards brand ambassadors, partners, collaborators, or their personal social media accounts in relation to orders, delays, disputes, or concerns with the business.

Any such conduct may be considered harassment or abusive behaviour. We reserve the right to challenge, report, or take appropriate action where customers contact third parties inappropriately, including restricting or refusing future service.

Nothing in this section limits a customer’s right to contact Hook & Flanker directly or to exercise their statutory rights.

10. REVIEWS, FEEDBACK & PUBLIC STATEMENTS

We welcome honest feedback and reviews from our customers.

Reviews and public statements relating to Hook & Flanker must be truthful, accurate, and made in good faith. Statements presented as fact must be capable of substantiation.

False or misleading allegations, including allegations of criminal or dishonest conduct where untrue, may be challenged or reported where appropriate.

We do not control third-party review platforms and are not responsible for content published on them.

Nothing in this section limits a customer’s right to leave honest, factual feedback about their experience.

11. COMPLAINTS, DISPUTES & REGULATORY REFERENCES

We take our legal and regulatory obligations seriously and operate in accordance with UK consumer protection law.

Customers are entitled to raise complaints with relevant regulators, including Trading Standards. Complaints, public statements, or references to regulatory action must be made in good faith and based on accurate information.

We will cooperate fully with any legitimate regulatory enquiry and reserve the right to challenge complaints or statements that are knowingly false, misleading, or made in bad faith.

The misuse of complaint, dispute, chargeback, or regulatory processes for the purpose of intimidation, harassment, or obtaining outcomes to which a customer is not legally entitled is not permitted.

12. THIRD-PARTY TOOLS & LINKS

We may provide access to third-party tools or websites over which we have no control. These are provided “as is” and without warranties.

Any interaction with third-party services is at your own risk and subject to their own terms.

13. PERSONAL INFORMATION

Your submission of personal information is governed by our Privacy Policy.

14. ERRORS & OMISSIONS

We reserve the right to correct errors, inaccuracies or omissions and to cancel orders affected by such issues, even after an order has been placed.

15. DISCLAIMER & LIMITATION OF LIABILITY

Our Service and products are provided “as is” and “as available”, except where required by law.

Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded under UK law.

To the fullest extent permitted by law, Hook & Flanker shall not be liable for any indirect or consequential losses arising from use of the Service or products.

16. INDEMNITY

You agree to indemnify and hold harmless Hook & Flanker from any claim arising from your breach of these Terms or misuse of the Service.

17. TERMINATION

These Terms remain effective unless terminated by you or us.

We may restrict or terminate access to the Service where these Terms are breached or where conduct is abusive, unlawful, or made in bad faith.

18. ENTIRE AGREEMENT

These Terms, together with referenced policies, constitute the entire agreement between you and Hook & Flanker and supersede any prior agreements or communications.

19. GOVERNING LAW

These Terms are governed by and construed in accordance with the laws of England and Wales.

20. CONTACT INFORMATION

Questions about these Terms should be sent to:
customersupport@hookandflanker.co.uk