Warranty

Depending on the time when the malfunction occurred, there are the following categories of claims regarding the functional correctness of the product:

1) DOA – Dead on Arrival is a complaint at the moment of receipt or first use

This means the following:

a) The delivered product is damaged, missing some parts (incomplete), or does not meet the intended purpose or specifications. If you notice damage after receiving the package, the deadline to report the damage is 24 hours from receipt, so that your complaint can be accepted. If you notice damage upon receiving the package, you are not obligated to accept the package and may refuse to receive the shipment.

b) if the product is defective upon first use, you need to notify us immediately by contacting us by phone or sending us an email with a description of the problem and your contact information.

2) Claim on the functional correctness of the product - steps

If you purchased the device or product through our website, please contact our call center listed on our page, and we will provide you with the necessary information on how to send the product to our claims department via courier service. In case of sending goods via courier service, you are obliged to properly package the device, because in the event of physical damage during transport, the cost of the damage falls on the buyer, i.e., the sender, in accordance with the Postal Services Act:

Article 49

Sender is responsible for choosing the type of postal service according to the nature, content, actual value, or importance of the postal shipment to them.

The sender is also responsible for properly packing the contents and sealing the postal shipment. The packing and sealing of postal shipments must correspond to the type, shape, weight, and value of the items in the shipment.

Article 50

For damage caused by the contents or improper packaging of the postal shipment, the sender is responsible.

3) Complaint about damaged shipment

If the device or product you ordered arrives damaged during delivery, you need to contact the courier service that delivered the device within 24 hours to make a report, and then inform us about it.

Service and Refund

When receiving goods that were not functional upon first use (DOA), the seller is obliged to first verify the validity of the complaint and the completeness of the claimed product before proceeding with the replacement of the goods or refund. The response time to your complaint is 8 days from the date the complaint is submitted and from the day the device is delivered by courier to our complaints department. After that, a decision is made whether a new product will be delivered or the money will be refunded.

Hello Smile store reserves all rights to change product prices, so if you ordered a device at one price and received it at your home address with that price, and the price was later reduced, you are not entitled to a refund.

During the complaint process for goods for which the Seller is liable for non-conformity, the buyer is obliged to:

a) to send the claimed product back to the sender's address via the delivery service. Also, the original packaging is mandatory for us to accept the claim.

b) to present the original purchase receipt to the merchant for inspection

c) that the merchant is given a detailed description of the observed defect and a description of the conditions and environment in which the product was operating when the failure occurred;

d) after that, all information about the status of the product under complaint is provided to the customer exclusively through the numbers of our call center.

For more information, you can contact us atinfo@tryhellosmile.com