Refund policy

Introduction

Haylou provides a straightforward warranty that is processed in the most hassle-free way possible. Please note this warranty policy is only available for products sold by Haylou's online stores. Contact us via service@haylou.com. You can also self-service directly through the warranty page.

This limited warranty provided by the manufacturer in no way affects a potential statutory warranty provided by law.

 

30-Day Money-Back Guarantee for Some Reasons

Refund requests for the 30-day money-back guarantee expire 30 days after opening a warranty claim. It is not possible to process a request for a refund for non-quality issues for items that have expired during this 30-day window. For purchases not made directly through Haylou's online stores, please contact retailers for refunds. For quality-related issues, please see below.

Warranty Claims for Quality-Related Issues

All quality-related defects on items sold directly by Haylou are covered by a 12-month warranty, starting from the date of purchase (Only for Haylou registered users). Items sold by Haylou's authorized resellers will be covered by resellers' independent warranty policies.

For quality-related warranty claims, items will be replaced with a factory refurbished model of equal value when available, otherwise, a new item will be sent. Warranties on all replacements follow the same warranty timeframe of the original defective item, or 3 months after being replaced, whichever is longer. Warranties on products are void after having been fully refunded.

Process:

• Buyer must provide sufficient proof of purchase
• Haylou must document what happens when buyers troubleshoot the product
• The defective item's serial number and/or visible proof depicting the defect are required
• It may be necessary to return the item for quality inspection

Valid proof of purchase:

• Order number from online purchases made through Haylou
• Sales invoice
• Dated sales receipt from Haylou official sale channels that shows a description of the product along with its price

 

Please note more than one type of proof of purchase may be required to process a warranty claim (such as receipt of money transfer and confirmation of address item was originally shipped to).

Warranty claims for product defects expire 60 days after opening a warranty claim. It is not possible to process a warranty claim for items that are no longer within their original warranty timeframe or the 60-day warranty claim request period, whichever is longer.

Shipping costs must be covered by the buyer in the following situations:

• Returning products for any reason other than a proven defect
• Warranty claims on items taken outside the original country of purchase
• Buyer's accidental returns
• Returning personal items
• Returning items claimed to have defects but found by Haylou quality control to be in working condition
• Returning defective items using international shipping
• Costs associated with unauthorized returns (any returns made outside of the approved warranty process)

Not Covered Under Warranty:

• Products without sufficient proof of purchase
• Lost or stolen products
• Items that have expired their warranty period
• Non quality-related issues (after 30 days of purchase)
• Free products
• Repairs through 3rd parties
• Damage from outside sources
• Damage from misuse of products (including, but not limited to: falls, extreme temperatures, water, operating devices improperly)

Haylou is not liable for:

• Loss of data incurred from use of Haylou products
• Returning personal items sent to Haylou

 

When returning items with a prepaid shipping label provided by Haylou, Haylou takes responsibility for any damage or loss incurred in transit. When returning items for non-quality issues, buyer assumes responsibility for any damage or loss incurred in transit. Haylou does not provide refunds for items damaged in transit for non-quality related warranty claims.