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WARRANTY & RETURNS

How to submit a Warranty Claim or a Product Return.

Warranty

Warranty for discontinued products.

If you own any HelloPods Pro products that no longer show in our online store, but is still in warranty, feel free to contact us anyway!
Based on your purchase proof, we will offer you a store credit for the same amount instead!

How do I start a warranty claim?

To start a warranty claim for your HelloPods Pro product with defect, please send us an email at help@hellopodspro.com. Prepare your order number and photo of your faulty product. We will help you go through the warranty procedure and offer one of two options, depending on your order status:

(1) replacement product of the same model and colour,

OR

(2) refund of your purchase.

If you have purchased your product in retailer store and not on the official HelloPods Pro website, please go back to the store for assistance on product replacement or refund. Send us an email if you have any questions.

What is not covered by the warranty?

Please note that the HelloPods Pro Warranty does not cover:

  • Defects and damages due to loss, theft, fire, water, or a natural disaster
  • Failure or damage caused by improper use, carelessness or accidents
  • Failure or damage caused by unjustifiable repair or modification
  • Aesthetical changes, defects, and damages due to normal wear and tear and aging
  • Normal battery ageing (that it will lose capacity over time when charged and discharged many times). In general our batteries should keep at least 80% of their maximum capacity after 300 full charge and discharge cycles.

HelloPods Pro does not honor any warranty claims without the original documentation.

What does the warranty cover?

The warranty covers all internal damaged caused by factory errors. HelloPods Pro does not honor any warranty claims that are not accompanied by the original documentation or proof of purchase. Warranty term: One year from the date of purchase. This warranty covers the product itself. To have replacement covered under this warranty performed, use our contact form on the “contact us” page. In the e-mail you need to specify your name, address, order number and a detailed description of the issue at hand. Finally, write ‘reclaim of purchase’ as subject of the e-mail and mail. Note that replacements will not be made in the following cases, even during the warranty term.

  • Failure or damage caused by improper use or carelessness
  • Failure or damage caused by unjustifiable repair or modification
  • Failure or damage caused by fire or water, or a natural disaster such as an earthquake
  • Esthetic changes that occur during use (minor scratches, etc.)

This warranty warrants that you can receive free replacement in accordance with the terms set forth herein and within the specified term, and shall not restrict any lawful right of the Customer.

How long is the warranty valid?

HelloPods Pro Warranty is valid for a period of twelve (12) months. Upon expiration of the warranty period, any repairs will be subject to a service charge. If the product is returned during the warranty period, we will repair or replace any defective parts, at no additional expense, within a reasonable time, after the product is returned. However, the customer may be subject to the costs of shipping the product. HelloPods Pro does not honor any warranty claims that are not accompanied by the original documentation. HelloPods Pro will not honor any warranty claims for product(s) purchased from unauthorised retailers.

Repair & Care

HelloPods Pro purchased at a retailer

Since you purchased your HelloPods Pro at one of our retailers.
Best thing is to go back to the store where you purchased your HelloPods Pro and make a warranty claim there. Bring your broken HelloPods Pro and your receipt and they will help you to exchange your product.

HelloPods Pro purchased at our online store

If your HelloPods Pro product has failed and falls under the warranty terms contact our Customer Success team at help@hellopodspro.com and provide the following information:

  • Order Number:
  • Full Name:
  • Full Address:
  • City:
  • Postal Code:
  • Country:
  • Email Address:
  • Phone Number:
  • Product:
  • Issue with product:

Our Customer Service team will after that start the warranty claim and give you all the needed information. *Note that the warranty process can take up to 3 weeks.

Returns

Can I return my headphones?

Within 30 days from delivery of your product, you have the right to return your product. It has to be returned to us in perfect, unused condition in unopened packaging including packing slip received with delivery.
Returns will be only accepted if the product is in intact and sealed packaging.
Due to health and hygiene reasons, we will not accept returns of used earbuds.
Return shipping fees are paid by customer and will not be reimbursed. However, in case of exchange of product, we will not charge you for shipping your new product. Please note that upon receipt of your return, we will refund the price of the product. Shipping fee is not refundable. For returns, send a message to help@hellopodspro.com.