Política de devoluciones y reembolsos

I. Return Policy

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

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. 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

1. Within 15 calendar days of receiving the product, you may return for personal reasons (e.g., change of mind) if the product meets all the following criteria: (a) the product is in resalable condition; (b) the product packaging, accessories, gifts, and brochures are complete; (c) the product has no man-made damage; and (d) the product has not been activated and does not affect 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.
   
   

1. If the product is in an unactivated state, you may request a return for personal reasons (e.g., change of mind). HOVERAir will cover the standard return shipping costs (regular delivery zones only), regardless of whether the product has been unsealed. Remote area surcharges, if any, are non-refundable and shall be borne by the user (see Section VII.2(d) for details). 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:

1. For Beacon devices, the restocking fee is 20€.

1. For all other devices, the restocking fee is 40€.

IV. Non-return Conditions

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

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 Start 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.
   
   

VI. Non-replace Conditions

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
   1. Standard Return Shipping: For eligible returns under Section III.1 (unactivated product within 15 days), HOVERAir will cover the standard return shipping costs.
   2. Prepayment by User: In all other return scenarios (e.g., after 15 days, activated product, or non-defective returns), users need to pay freight fees in advance.
   3. (d) Remote Area / Extended Delivery Area Surcharge
     If the customer’s shipping address is classified by the carrier (e.g., FedEx, UPS, USPS) as a Remote Area, Extended Delivery Area, or any equivalent designation that incurs an additional surcharge beyond standard shipping rates, such surcharge shall be non-refundable for returns where the user is responsible for return shipping costs under Section III.2 (i.e., activated product returns) and for personal reason returns under Section III.1. This exclusion does not apply to confirmed manufacturing defect returns under Section I.5, for which all shipping costs, including remote area surcharges, shall be covered by HOVERAir.
     Examples of remote areas for US shipments include, but are not limited to:

   • Alaska and Hawaii
   • Remote rural areas, islands, or extended zones as defined by the carrier (e.g., FedEx Remote Area, UPS Extended Delivery Area)

       HOVERAir reserves the right to deduct any such remote area surcharge actually incurred from the refund amount, or require the customer to bear that portion of the shipping cost directly. For returns where HOVERAir covers standard return shipping costs (unactivated, non-defective returns under Section III.1), the deduction of remote area surcharges from the refund is limited to the actual surcharge amount incurred by the carrier and does not apply to standard shipping costs, which remain covered by HOVERAir.

       It is the customer’s responsibility to check the shipping address classification before placing an order. Please refer to our Shipping Policy for region-specific delivery terms, or visit the carrier’s official website (FedEx, UPS, USPS) for their remote area definitions and lookup tools.

   
   
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, HOVERAir has its discretion to decide that users may obtain cross-regional replacement product.
   
   
6. 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.
   
   
7. 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.