Refund and cancellation policy

Refund and cancellation policy

REFUNDS

The HELLO Solaborate online store offers a 30 days return and refund policy from the purchasing date. A restriction may apply to certain cases as described below.

If the purchaser decides to return the HELLO 2 device, the order needs to be returned and arrived at our return address within 30 days. 

We do not offer 30 days money back guarantee for HELLO Touch TV.

Once we receive and inspect the returned device, we will send you an email to notify you that we have received your returned item. We will also notify you on the approval or rejection of your refund.

If you are approved based on these conditions, then your refund (excluding the shipping costs),  will be processed to your credit card or original method of payment, within 14 business days.

There are certain situations where only partial refunds are granted:

Any item that is returned and is not in its original condition is damaged or is missing parts for various reasons that are not due to our mistake is not eligible for a refund.

NOTE: We do not accept returns that have issues with third-party apps as we do not have control over their performance. These apps have been integrated into HELLO as a third-party application and we cannot provide technical support for any of them. With HELLO we provide an environment for these third-party apps. Their performance with our device is out of our control, therefore, we are not responsible for their performance with our device. If a third-party app is not performing properly, we cannot authorize a return based on this reason.

LATE OR MISSING REFUNDS

If you haven’t received a refund yet, first you need to check with your bank account once again. Then contact your credit card company because it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of these and you still have not received your refund, please contact us at hellostore@solaborate.com.

SALE ITEMS

Only regular priced items may be refunded. Sale items and promotional items (discounts, giveaways etc.) cannot be refunded.

WARRANTY

HELLO product has a 1 (one) year limited hardware warranty. If the device has any manufacturing hardware issue or developed hardware issue during regular use within the 1-year warranty period, we will offer a replacement device for your existing one. You will need to return the faulty device to us. The shipping costs for a return will be covered by the purchaser side. In order to return the device, you need to contact our logistics department at hellostore@solaborate.com.

The warranty does not include the power adapter, HDMI cable, or the physical remote control. It only covers the HELLO device itself.

If any of the accessories (power adapter, HDMI cable, or the remote control) arrived defective, you can request a replacement within 7 days from the moment you received the order. After 7 days, we do not offer replacement of accessories. 

REPLACEMENTS

Our products have a 1-year warranty. We only replace items if they are defective or are damaged due to a hardware issue. If the order is damaged by your side, we cannot refund you or replace the device.

SHIPPING

If you return the order, the initial shipping costs will be deducted from your refund even if you had free shipping costs when you’ve bought the device You will be responsible for paying for your own shipping costs when returning your item. Shipping costs are non-refundable.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item, you should consider using a trackable shipping service or purchasing a shipping insurance. We don’t guarantee that we will receive your returned item. If the item is lost during the shipping process, we do not take responsibility and will not grant a refund or a replacement.

For any possible scenario, the client wants to return the device, the client will be responsible to cover the shipping costs. 

CANCELLATIONS

After the order has been processed, it is immediately sent to our fulfillment department for shipping. Orders that have been shipped cannot be canceled and will not be refunded.

Non-delivery or wrong address information provided

* We are not responsible for reshipment if you provided us with an incorrect or incomplete address.

* If you've refused to sign the order, we will charge 30% as handle fees, if the package has been restored several times after unsuccessful delivery (due to your absence or because you provided an incorrect or incomplete delivery address to us), we will charge the buyer 30% of the original price as handling fees, plus the shipping costs.

When we receive an order and we process it for shipping, we provide buyers with tracking information. This tracking information has a lifetime span of 3 months. After this period, the tracking information expires. If you haven’t reached out to our support team within this period, we cannot provide you any information regarding your package as we have no information on the shipment after 3 months, therefore, we cannot help you.

Customs, Duties, & Taxes

The buyer is the importer of product in their own country and must, therefore, comply with all the laws and regulations of the country of destination. Orders may be subject to import taxes, customs duties, and fees charged by the destination country. The recipient of an international shipment may be subject to such import taxes, customs duties, and fees, which are imposed once a shipment reaches the buyer’s country. Additional charges for customs clearance must be fulfilled by the buyer; Solaborate has no control over these charges, nor can Solaborate predict what they may be. Solaborate is, therefore, not responsible for these charges.

Customs policies vary from country to country so please contact your local customs office for more information. When customs clearance procedures are required, it can cause delays beyond our original estimated delivery time.

 

*You agree and understand that our Refund and Cancellation Policy may be modified by us at any time and at any frequency without prior or specific notice to you personally. We reserve the right to update, change, or replace any part of the Refund and Cancellation Policy by posting updates and/or changes to our website. It is your responsibility to check this page periodically for changes.