Return & Refund Policy
Return & Replace Policy
I. Return Policy
Users (or “you”) can return their HOVERAir orders for any reason within fifteen (15) calendar days of receiving the product, provided the product is in unopened factory condition. HOVERAir(or “we”, “us”) will only refund the full price of the product. 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: Refund will not be issued for products that show any wear and tear, which prevents them from being resold as new. If a return occurs under these conditions, please note that you will be responsible for all costs associated with 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.
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 support@hoverair.com 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 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 Hongkong.
III. Return Conditions and Fees
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 unopened-factory 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 is in an unactivated state, you can return it for any reason. HOVERAir will cover the return shipping costs, regardless of whether the product has been unsealed.
2. If the product has been activated, you will be responsible for the activation 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:
1. If the product is in an unactivated state, you will be responsible for the return shipping costs.
2. If the product has been activated, you will be responsible for the activation fee and return shipping costs.
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. A product is not delivered to HOVERAir within fifteen (15) calendar days after return confirmation is sent from HOVERAir.
8. 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. We retain the sole discretion to evaluate the authenticity, completeness, and reasonableness of the evidence provided.
VI. Non-replace Conditions:
Replace of products will not be provided when:
1. Service is requested more than fifteen (15) calendars 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. Received product has not been sent back to HOVERAir seven (7) calendar days after replacement confirmation from HOVERAir.
8. Proof of damage during transit issued by the carrier cannot be provided.
VII. Return & Replace Instructions
1. Users need to contact HOVERAir (via support@hoverair.com ) and obtain return or replace confirmation before shipping the product to us. If the users do not inform the HOVERAir in advance, or without HOVERAir’s confirmation, we will refuse to accept the shipped products.
2. Users need to pay freight fees in advance. For products purchased in Australia (AU), Canada (CA), Switzerland (CH), Malaysia (MY), and Norway (NO), all return and replacement requests shall be processed in Hong Kong SAR. In such cases, the User shall bear the associated shipping costs, which are fixed at USD 55 per transaction.
3. HOVERAir does not take responsibility for additional costs or time incurred by a wrong address, delayed dispatch, or lost deliveries.
4. Regarding replacement, HOVERAir is only responsible for repairing or replacing faulty parts of the product.
5. 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, 6. HOVERAir has its discretion to decider that users may obtain cross-regional replacement product.
7. 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.
8. 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 support@hoverair.com
