At Hypershell, we want to ensure we provide great service to our customers. For this purpose, we have prepared a Warranty Statement to inform you of our procedures and how we intend to handle warranty requests. Please note that the following statement applies only to individual customers.
To ensure a smooth process for warranty support, please properly keep your purchase receipt, invoice, and other relevant paperwork for your Hypershell product as proof of purchase for any future service inquiries. This will help us provide fast and efficient service in case of a warranty claim. Please note that only purchase receipts issued by Hypershell or distributors authorized by Hypershell are valid for warranty. All refunds, returns, and replacements will only be processed after the original products have been received and inspected at our local warehouse.
Any warranty case must be submitted via our official support page. Please note that all return requests must be submitted to our official customer support first and the package must be returned to our designated address, otherwise you could be liable for the loss of the returned items. Any return that has not been confirmed and monitored by customer support might be lost.
Documentation needed for a warranty service:
- Purchase receipt, invoice, and other relevant paperwork
- A brief description of the product issue along with clear evidence of its presence (e.g., photos, videos, and log files where relevant)
The following policy terms will not affect any other rights you are entitled to under the applicable laws of your state or jurisdiction.
If the product is purchased on a 3rd party website or via other purchasing channels such as a retail purchaser (“Resellers”), you shall follow their individual return and exchange policies.
Packaging
The original packaging can provide the best protection for the products, and improper packaging may void warranty and be subject to charges. Pack the products according to our instructions to prevent damage in transit. Hypershell will cover the cost of return shipping which is caused by our product quality during the warranty, but you will be responsible for the returned product's packaging and any damage occurring in transit caused by improper packaging. So we highly recommend that you keep the original packaging box and packing materials of the product in case you need to return it for warranty service.
Warranty Service
The general warranty period starts from the date of receiving the product from the original customer.
The warranty period may vary with regards to your product, the part experiencing issues, or the country of purchase.
Warranty Period
Warranty periods for different countries/regions:
2-year warranty for consumers from the EU, Switzerland, Norway.
1-year warranty for the rest of the world (any country not mentioned above).
* For Kickstarter&Indiegogo backers, please refer to the special warranty policy of the campaign or contact feedback@hypershell.cc
Consumable parts with no warranty
“Consumables” are defined herein as disposable items, parts, or components of the product which are inherently subject to deterioration and wear out during the normal operation of the product.
Consumable parts include but are not limited to:
- Leg strap
- Belt
These items don't have a warranty period, but we are happy to replace any products that fail due to manufacturing defects. The decision of replacement for these items will be at Hypershell's discretion and the decision will be final.
Warranty in other regions
For consumers, who are covered by consumer protection laws or regulations in their country of purchase or, if different from our stated warranty period, the benefits conferred by Hypershell's Limited Warranty are in addition to all rights and remedies conveyed by such consumer protection laws and regulations, including but not limited to the rights described above.
To make it clearer: If your country has a consumer law that says that customers need to benefit from a 24-month warranty period for a product, we will abide by the local rules and we will provide the extended warranty period.
Exclusions and Limitation
This warranty does not apply:
- Non-quality related issues;
- Purchases without valid proof of purchase;
- Items that have been refunded;
- Items that have expired their warranty period;
- Any defects or damages caused by misuse of products, unauthorized modification, disassembly, or operation not in accordance with the official instructions or manuals;
- Any defects or damages caused by exposure to excessive heat, liquids, or other external causes;
- Any defects or damages caused by reliability or compatibility issues when using unauthorized third-party parts;
- Lost or stolen products;
- Free products.
The following actions will void this warranty:
- Any modification made to any hardware or firmware of the Product;
- Abuse, misuse, or improper storage of the Product;
- Use the Product for any illegal purposes;
- Serviced by distributors other than Hypershell or an authorized Hypershell distributor;
- Use non-supported, unapproved, or improper filament or materials with the Product;
- Disassemble or repair without authorization by Hypershell or the Distributor.
How to Obtain Warranty Service
Follow the below procedure to claim a warranty:
- Please submit the warranty request and the official purchase invoice through an email to feedback@hypershell.cc.
- The claim will be confirmed in 14 business days.
- If the claim is justified, Hypershell will rectify the defects free of charge according to this warranty. If the defect cannot be repaired, Hypershell will, within the warranty period, replace the Warranted Part free of charge with an identical part, or, if the Warranted Part is no longer manufactured, by a similar replacement of the same value or offer an appropriate refund.
Replacement
We are happy to provide you with replacement service in any of the following circumstances that occur：
- Within 30 calendar days of receiving the product, if the product has sustained substantial damage in transit, provided always that the proof of damage issued by the carrier can be provided to Hypershell.
- Within 30 calendar days of receiving the product, if you receive the wrong product.
- Within 30 calendar days of receiving the product, if the product suffers critical failure or manufacturing defects.
- Within 30 calendar days of receiving the product, if the replacement product suffers functional problems which are caused by manufacturing defects.
Please note that the replacement under this section starts from the date of receipt of the replacement product by the customer. To ensure that the products you request replacement service are delivered in good condition, please note that all replaced products must be in the original packaging. Improper packing may void warranty and be subject to charge. The replacement warranty will be covered by a period equal to the remaining warranty period of the original item.
Items Required for Replacement Service
- Including but not limited to: outer box's serial number, proof of purchase, photo or video proof showing malfunction, etc.
- Video of the product issue not caused by non-human factors (product's serial number and no damage on the outer box needs to be recorded).
- If product was shipped and damaged by Hypershell carriers, damage proof is needed.
- Replacement delivery address will be considered as the purchase delivery address, if there are any changes with delivery address, you need to provide complete address information in advance.
Exclusions and Limitation
Hypershell will not provide replacement service in any of the following circumstances：
- The request for a replacement is submitted 30 calendar days after receiving the product.
- The received product does not include all original packaging, accessories, cables, manuals, or any items which are not new or in like-new condition, i.e. with cracks, dents or scratches.
- A product sent to Hypershell for replacement does not include all original accessories, attachments, or contains items damaged by user error.
- Hypershell identifies, through evaluation and testing, that the defect(s) or functional problems are caused by user error, such as dropping to the ground, supplying the wrong voltages, water damage, etc,
- The product is found to have no defects after all appropriate tests are conducted by Hypershell. If you request the non-defective products be shipped back to you, the shipping cost is supported by you.
- The original proof of purchase, receipt or invoice is not provided, or is reasonably believed to have been forged or tampered with.
- Proof of damage during the transit issued by the carrier can not be provided, but it has not been rejected upon receipt, or no certificate confirming the damage has been issued by the logistics company. All shipping damages need to be reported within 7 calendar days after the package(s) is delivered.
- Products that are damaged after delivery by external forces, including fire, floods, lightning strikes, traffic accidents, etc.
Replacement Shipping
Hypershell provides shipping label and covers all the shipping cost for customer during warranty after sale service, as long as Hypershell shipping service available. Losses due to incorrect information will be covered by customer.
Repair Service
The date the case was reported shall take precedence. If the product is under warranty, you could request Hypershell to repair your product in the event that it is not functioning as intended.
Items Required for Repair Service
- Valid proof-of-purchase, receipt, or order number for the warranty service is provided.
- Picture or video with serial number of product malfunction
- If product was shipped and damaged by Hypershell carriers, damage proof is needed.
- Repair delivery address will be considered as the purchase delivery address, if there are any changes with delivery address, you need to provide complete address information in advance.
Exclusions and Limitation
- The request for repair is made after the warranty expires.
- Damage is found to have been caused by non-manufacturing factors, including but not limited to user error.
- Legal proof-of-purchase, receipts, or invoices are not provided, or are reasonably believed to have been forged or tampered with.
- Necessary information including model name, serial number, picture or video with serial number of product malfunction not provided.
- Report date later than (product received date from Hypershell+ product warranty period) or report date later than product warranty final date;
- Purchase date later than the product warranty period.
- Any fault or damage of the product is caused by collision, scorching, or unauthorized use or modification of the product, including exposure to moisture, entry of foreign bodies (water, oil, sand, etc.), or improper installation or operation.
- A product is found to have no defects after all appropriate tests are conducted by Hypershell, repair service center authorized by Hypershell.
- Damage caused by unauthorized modification, disassembly, or shell opening not in accordance with official instructions or manuals.
- Damage caused by unauthorized assembling of accessories by customer themselves not in accordance with official instructions or manuals.
- Damage caused by unauthorized modification of circuits, and mismatch or misuse of the product.
- Product labels, serial numbers, water damage marks, etc. show signs of tampering or alteration.
- Damage is caused by uncontrollable external factors, including fires, floods, high winds, lightning strikes, or traffic accidents.
- Products or parts with an altered identification label or from which the identification label has been removed.
- When used with third-party components not approved by Hypershell product parameters or certified by Hypershell, used as input or load, damage caused by reliability and compatibility problems occurs.
- Proof of damage during transit issued by the carrier cannot be provided.
- Other circumstances are not stated in this policy but Hypershell has sufficient proof to refuse.
Repair Shipping
Hypershell provides shipping label and covers all the shipping cost for customer during warranty after sale service, as long as Hypershell shipping service available. Losses due to incorrect information will be covered by customer.
Paid Repair
Paid repair is required for conditions that are not covered by Warranty Repair Service.
- The product is out of warranty.
- All conditions that do not belong to Warranty Repair Service.
Reasonable cost will be charged as following categories:
- Spare parts cost: the same part replaced in different repair cases may be quoted different price due to phase or cost of production. Repair center just provides module level repair, but not electronic component level repair, so the quotation price is based on module level.
- Labor cost: necessary direct and indirect labor cost, may vary according to labor force market.
- Logistics cost: Please refer to the Shipping Cost section of our Return & Refund Policy.