Refund policy
Terms of Sales
Warranty Policy
Heyup products purchased on the official online store come with a limited warranty. Unless otherwise specified, this warranty covers the hardware components of the product as originally supplied as the list below shows, and does not cover software, or consumable items if packaged or sold with the Product like the remote controller and the adapter.
This warranty is only redeemable within the original country or region of purchase. We do not accept any returns & refunds after 14 days of delivery without reason. However, warranty services are still valid for products under normal use. If a fault is found after 14 days from delivery of the product(s), you should contact us and we will either repair or replace the product.
The warranty period of each product is listed as follows:
|
Heyup Branded Product |
|
|
Components |
Warranty Period |
|
Heyup Boxe Heyup Boxe Lite Other products |
One year from the date of original purchase. But if you live and purchase from anywhere in the UK, EEA or Switzerland, you would have two years from the date of original purchase. |
| Heyup Tripod | One Year |
Other Products
Order Fulfillment:
All orders placed on Heyup Store will be transferred to the official brand for fulfillment.
The brand will handle the processing, packaging, and shipping of your order.
Pricing and Payment:
Prices listed on Heyup Store are inclusive of applicable taxes.
Payment must be made in full at the time of placing the order.
Order Cancellation:
Cancellations are only possible before the order is transferred to the brand for fulfillment.
Once the order is with the brand, cancellations are subject to the brand's policies.
Shipping times may vary based on the brand's location and policies.
Heyup Store will provide tracking information once it becomes available.
Returns and exchanges are subject to the brand's return policy.
Contact Heyup Store customer service for assistance with the return process.
For any sales-related inquiries or issues, please contact Heyup Store customer support.Warranty Policy:
Product Warranty:
The brand is responsible for providing warranty coverage for the purchased product.
Warranty details, including duration and coverage, are specified by the brand.
In the event of a defect or issue covered by the warranty, customers should contact the brand directly.
Follow the brand's warranty claim process for prompt resolution.
Heyup Store will assist customers in coordinating with the brand for warranty claims.
Contact Heyup Store customer support for assistance with warranty-related issues.
The warranty does not cover damage caused by misuse, accidents, or unauthorized repairs.
Refer to the brand's warranty documentation for a comprehensive list of exclusions.
The limited warranty does not cover:
- Defects or damage resulting from accidents, neglect, misuse, or abnormal use; abnormal conditions or improper storage; exposure to liquid, moisture, dampness, sand, or dirt; unusual physical, electrical or electromechanical stress.
- Scratches, dents, and cosmetic damage, unless caused by Heyup.
- Defects or damage resulting from excessive force or use of metallic objects on the touch screen.
- Devices that have the serial number or the IMEI number removed, defaced, damaged, altered or made illegible.
- Ordinary wear and tear.
- Defects or damage resulting from the use of the product in conjunction or connection with accessories, products, or ancillary/peripheral equipment not furnished or approved by Heyup.
- Any physical feature defects or damage resulting from improper testing, operation, maintenance, installation, service, or adjustment not furnished or approved by Heyup.
- Defects or damage resulting from external causes such as collision with an object, fire, flooding, dirt, windstorm, lightning, earthquake, exposure to weather conditions, theft, blown fuse, or improper use of any electrical source.
- Defects or damage resulting from cellular signal reception or transmission, or viruses and other software problems introduced into the product.
- Repair conducted by the unofficial repair center.
- Another damage is not caused by the design, manufacturing, or quality of the product itself.
Returns Policy
Our policy lasts 14 calendar days. If 14 days have gone after you received it, unfortunately, we can’t offer you a refund or replacement.
To be eligible for a return or replacement, your item must be in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
Replacement Policy
If you believe that the products were damaged in transit or are faulty on arrival, please contact us within 24 hours of delivery with photo evidence of the damages to Heyup Customer Services.
For quality issues, (North America, European Union, United Kingdom, and Southeast Asia countries within 30 days of delivery) Heyup will provide you with paid shipping labels to proceed with the return.
The consumer warranty may not apply if the products are damaged by abnormal use.
To be eligible for a return or replacement, your item must be in the same condition that you received it. It must also be in the original packaging. If there is any gift, please return it together. If a product you return is missing accessories or other bundled items that were shipped with the product, the retail price of those items will be deducted from your refund.
To complete your return, we require a receipt or proof of purchase.
Important note: If the buyer does not cooperate with customs clearance or refuses to accept the package and the package is returned, the additional costs incurred, including the return shipping fee, will be borne by the buyer.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or Missing Refunds
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, 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 this and you still have not received your refund yet, please contact us at support@heyupnow.com
If the consumer refuses to accept the package and the package is returned, the additional costs incurred, including the return shipping fee, will be borne by the buyer.
We need consumers to provide a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Events Beyond Reasonable Control
Neither party will be responsible for any delay or failure to comply with these terms if the delay or failure arises from any cause beyond their reasonable control (wars, natural disasters, extreme weather conditions, etc.).
Others
We only provide the services promised in this policy, and shall not be responsible for any commitment made by the agent or partner beyond the contents of this policy.
This policy will be implemented on the date of the announcement.
CONTACT US
For more information about our return policy if you have questions, or if you would like to make a complaint, please contact us by e-mail at support@heyupnow.com or by mail using the details provided below:
Last Update: July 26, 2023
