Return & Refund Policy

Return & Replace Policy

I. Return Policy

Uers (or “you”) may request to return their HOVERAir orders within fifteen (15) calendar days of receiving the product. HOVERAir accepts returns for personal reasons (e.g., change of mind) on a discretionary basis, subject to the conditions and fees set forth in this policy. If the product is in unopened, factory-sealed condition, no restocking fee applies, but return shipping costs shall be borne by the user. If the product has been opened and inspected but remains in resalable condition with all original accessories and packaging intact, HOVERAir will process a refund less applicable return shipping costs and restocking fees as detailed in Section III below. Please note that return shipping costs are not covered by HOVERAir for returns initiated for personal reasons; a fixed logistics fee of USD 55 will be deducted from your refund if you use the shipping label provided by HOVERAir (see Section VII.2 for details).
HOVERAir (or “we”, “us”) will refund the purchase price of the product, subject to the deductions set forth in this Section I and Section III below. When returning a product purchased from HOVERAir, please keep in mind the following important points:

  1. Product Condition: Users must ensure that the returned products maintain their original quality, functionality, and appearance, with all trademarks and labels intact. If the product is damaged by the user, or if the packaging box or any accessories are missing, the return will not be accepted.
  2. Valid Purchase Receipt: Users must present a valid purchase receipt when returning the item. Any accompanying gifts should also be returned.
  3. Refund Processing: The refund of the paid amount will be processed within seven (7) days from the date of receiving the returned goods. The refund will be made using the same payment method. The exact date of the refund may be subject to factors such as banks and payment institutions.
  4. Non-refund: Products that show wear and tear beyond what is reasonably expected from inspection (e.g., excessive scratches, dents, or missing parts) will not be eligible for a full refund. If a return occurs under these conditions, you will be responsible for all costs associated with the return.
  5. Manufacturing Defects: If any manufacturing defects occur within the first fifteen (15) days and these failures are confirmed by warehouse inspection, HOVERAir will refund all costs incurred during this return or exchange, including shipping. No restocking fee or return shipping costs shall be charged for confirmed manufacturing defect returns, regardless of activation status.

II. Return Request

Without prejudice to the terms and conditions set forth in this Policy, you must request a return by following the steps outlined below:
  1. Please contact us at [email protected] or use our return portal (if available for your address) to obtain return instructions. The email or portal submission must include the order number, the reason for the return and the device serial number (if applicable to your return reason).
  2. To protect your interests, we recommend using FedEx for the return shipment.
  3. After sending the package, please keep the return tracking number and the return receipt for the package you are returning to ensure that it reaches our warehouse. When necessary (e.g., if we have not received your returned item), please provide the receipt and any relevant documents. Failure to do so may result in us being unable to process your return.
  4. Our after-sales warehouse is located in Hong Kong.
  5. Once HOVERAir has issued a return shipping label to you, you must ship the returned product within seven (7) calendar days of receiving the label. Failure to ship within this timeframe will result in the automatic closure of your return request and forfeiture of the refund for that product. If you are unable to ship within the 7-day period due to extenuating circumstances, please contact HOVERAir Support before the deadline for a possible extension, which HOVERAir may grant in its reasonable discretion upon verification. To return the product after the deadline, you must contact HOVERAir Support to submit a new return request, which will be subject to the policy terms then in effect (including any applicable restocking fees and shipping costs).

III. Return Conditions and Fees

For the purpose of this policy, “Activation” means that a HOVERAir device has been powered on and connected to the HOVERAir mobile application for the first time, which will also register the device’s serial number to the user account. The activation date will be recorded in our system.
Return Situations: You can request return service when:
  1. Within 15 calendar days of receiving the product, you can return if the product meets all the following criteria: (a) the product is in resalable condition; (b) the product has no manufacturing defects; (c) the product packaging , accessories, gifts, and the brochures are complete; (d) the product has no man-made damage, and (e) the product has not been activated and does not affect the secondary sale.
  2. Within fifteen (15) calendar days of receiving a product, you can return if the product has a manufacturing defect.
  3. Within fifteen (15) calendar days, you can return if quality problems of non-manmade origin are found after an exchange.

Fees: Please note that the fees related to return shall be borne as follows:

Within fifteen (15) Calendar Days of Receiving the Product:
  1. If the product remains unactivated, you may request a return for personal reasons (e.g., change of mind). Please note that return shipping costs are not covered by HOVERAir for personal reason returns. If you use the shipping label provided by HOVERAir, a fixed logistics fee of USD 55 will be deducted from your refund. For details, including exclusions, please refer to Section VII.2 below. No restocking fee applies to unactivated products.
  2. If the product has been activated, you will be responsible for the restocking fee and return shipping costs:
  • For Beacon devices, the restocking fee is $20.
  • For all other devices, the restocking fee is $40.

After 15 Calendar Days of Receiving the Product:
Returns or refunds are not typically accepted after 15 days. However, any issues that arise are covered under our warranty guarantee. If a product has a quality defect, we will offer free inspection and repair services. For assistance, please contact our support team.

IV. Non-return Conditions

Return policy will not be applied when:
  1. Return is requested beyond fifteen (15) Calendar Days of receiving a product. For the purpose of this policy, 'receipt of the product' is defined by the tracking information corresponding to the logistics tracking number. In the absence of tracking information, the return period will be calculated from the 15th calendar day following the purchase date (if shipped from a warehouse within your region) or the 25th calendar day (if shipped from Mainland China or Hong Kong).
  2. A product sent for return does not include all original accessories, attachments or packaging, or any item is not in new or like-new condition, i.e. with cracks, dents or scratches.
  3. A legal proof of purchase, receipt or invoice is not provided (when requested) or is reasonably believed to have been forged or tampered with.
  4. Any fault or damage of the product is caused by unauthorized use or modification of the product, including exposure to moisture, entry of foreign bodies (water, oil, sand, etc.) or improper installation or operation.
  5. Product labels, serial numbers, waterproof marks, etc. show signs of tampering or alteration.
  6. Damage is caused to the product by uncontrollable external factors, including fire, floods, high winds or lightning strikes.
  7. The return is requested for the product that has no quality problem as tested by the Quality department of HOVERAir.

V. Replacement Policy

You can request replacement service when:
  1. Within fifteen (15) calendar days of receiving the product, if the product has sustained substantial damage in transit, provided that proof of damage issued by the carrier can be provided to HOVERAir.
  2. Within 15 calendar days of receiving the product, if significant manufacturing defects are found.
  3. Within 15 days of receiving the product, if the product can’t be turned on according to the Quick Guide/ under the guidance of technical staff; or quality defects are found after unpacking.
  4. Quality problems of non-manmade origin are found after an exchange.
  5. Within 15 calendar days of receiving the product, if the product does not match the original description of the product in one or more significant respects.

All proof and/or evidence submitted must be accurate, complete, and reasonably sufficient to fully substantiate the identified issue. HOVERAir will evaluate the evidence provided in good faith and in accordance with reasonable industry standards. If HOVERAir determines that the evidence is insufficient, it will provide a detailed explanation to the user and allow the user a reasonable opportunity to supplement such evidence before making a final decision.

VI. Non-replace Conditions

Replace of products will not be provided when:
  1. Service is requested more than fifteen (15) calendar days after receiving a product.
  2. Legal proof-of-purchase, receipts, or invoices are not provided, or are reasonably believed to have been forged or tampered with.
  3. A product sent for replacement does not include all original accessories, attachments and packaging, or contains items damaged by user error.
  4. A product is found to have no defects after all appropriate tests are conducted by HOVERAir.
  5. Any fault or damage of the product is caused by unauthorized use or modification of the product, including exposure to moisture, entry of foreign bodies (water, oil, sand, etc.) or improper installation or operation. Product labels, serial numbers, water damage marks, etc. show signs of tampering or alteration.
  6. Damage is caused by uncontrollable external factors, including fires, floods, high winds, or lightning strikes.
  7. Proof of damage during transit issued by the carrier cannot be provided.

VII. Return & Replace Instructions

  1. Users need to contact HOVERAir (via [email protected]) and obtain return or replace confirmation before shipping the product to us. If the users do not inform HOVERAir in advance, or without HOVERAir’s confirmation, we will refuse to accept the shipped products.

  2. Return Shipping Costs & Remote Area Surcharge
    Exclusion of Free Return and Replacement Shipping:
    For products purchased in Canada (CA), Switzerland (CH), Malaysia (MY), and Norway (NO), free return or replacement shipping is not available. Users in these regions must cover the shipping costs for any return or replacement requests. The USD 55 fixed logistics fee applies to all users who choose to use the HOVERAir-provided shipping label, including users in the countries/regions listed above.
      Shipping Costs and Fees:
    1. All returns and replacements for products purchased in the above-listed countries/regions will be processed through Hong Kong SAR. Users are required to pay the associated shipping costs in advance.
    2. If users choose to use a shipping label provided by HOVERAir for the return, a fixed logistics fee of USD 55 per transaction will be deducted from the refund.
    3. If the returned product has been activated, users will also be responsible for the applicable restocking fee as outlined in Section III above.
“Standard return shipping costs” referenced in Section I and Section III cover regular delivery zones only. Remote area surcharges, if any, are non-refundable and shall be borne by the user.
  1. HOVERAir shall not be liable for additional costs or delays caused by incorrect address information provided by the user. For delayed dispatch or lost deliveries caused by HOVERAir or its designated carrier, HOVERAir will work with the carrier to resolve the issue and, where applicable, provide a replacement or refund in accordance with applicable consumer protection laws.
  2. Regarding replacement, HOVERAir is only responsible for repairing or replacing faulty parts of the product.
  3. Users can obtain warranty service only at a designated HOVERAir service center in the region where users purchase the product. However, depending on stock availability, HOVERAir has its discretion to decide that users may obtain cross-regional replacement product.
  4. If users in Region A want to send their products to a designated HOVERAir service center in Region B without informing HOVERAir, the users duty, customs clearance, and other costs incurred will be covered by the users.
  5. To guarantee your legal rights, please check whether your product is intact (check whether any damage has occurred to your product during transportation) when signing for it. If the product has a defect, please report it to us within two (2) days of signing for it; or it will be deemed that the product you signed for is intact and fully functional.

Contact Us

If you have any questions regarding return and replace policy, please email us at [email protected]. For easy returns, please visit our Returns & Refund Center to submit your information and initiate the process.