Here’s the revised Returns and Refund Policy for HM2, incorporating the new information you’ve provided:
HM2 Returns and Refund Policy
At HM2, we stand behind the quality of our products. We offer a 180-day warranty from the date of purchase to ensure your satisfaction and the proper functioning of our equipment.
Warranty Claims
180-Day Warranty: All HM2 products are covered by a 180-day warranty from the date of purchase.
Proof of Purchase: To make a warranty claim, customers must provide proof of purchase, including the date of purchase.
Video Evidence Required: Before initiating any warranty claim or support request, customers MUST send a video of the product in operation, along with clear photos. This is mandatory for processing any warranty or support claim.
Shipping Costs:
If a warranty claim is approved, the customer is responsible for shipping costs to send the product back to HM2.
If a replacement product needs to be sent, the customer is also responsible for the shipping costs of the new product.
Exclusions: The warranty does not cover:
Damage due to misuse, abuse, or failure to follow the user manual instructions
Products showing signs of rust or other indications of improper care
Normal wear and tear
Assessment: HM2 reserves the right to assess all returned products to determine if the issue is covered under warranty.
Returns and Refunds
Return Window: Customers may return products within 30 days of purchase for a refund, provided the product is in its original, unused condition.
Return Process:
Contact our customer service at contact@hm2.site to initiate a return.
You will be provided with return instructions and a return authorization number.
Return Shipping: Customers are responsible for return shipping costs unless the return is due to our error (e.g., wrong item sent).
Refund Processing: Once we receive and inspect the returned item, we will process your refund. Please allow 5-10 business days for the refund to appear on your original payment method.
Restocking Fee: A 15% restocking fee may be applied to returns that are not due to our error or a defective product.
Non-Returnable Items
Certain items cannot be returned, including:
Custom or personalized orders
Downloadable software products
Items marked as final sale or clearance
Customer Responsibilities
Proper Use: Customers are responsible for using the product as directed in the user manual. Failure to do so may void the warranty.
Maintenance: Regular maintenance as outlined in the product manual is required to keep the warranty valid.
Timely Reporting: Any issues should be reported promptly to our customer service team.
Contact Us
For any questions about our Returns and Refund Policy or to initiate a return or warranty claim, please contact our customer service team at contact@hm2.site.
Please note: This policy may be subject to change. Any changes will be reflected on our website, and the policy in effect at the time of purchase will apply to your order.