Warranty

Depending on the time when the defect occurred, there are the following categories of complaints 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), does not meet the intended purpose or specifications. If you determine damage after receiving the package, the deadline to report the damage is 24 hours from receipt, in order for your complaint to be accepted. If you notice damage upon receipt of the package, you are not obliged to accept the package; you can refuse to accept the shipment.

b) if the product is defective during 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) Complaint about the functional correctness of the product - steps

If you purchased the device or product through our website, please contact our call center located 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 the case of sending goods via courier service, you are obliged to adequately package the device, as 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

The sender is responsible for choosing the type of postal service based on the nature, content, actual value, or significance of the postal shipment for them.

The sender is responsible for properly packaging the contents and sealing the postal shipment. The packaging 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 inadequate 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 create a report, and then inform us about it.

Service and refund

Upon receipt of goods that were not functioning correctly upon first use (DOA), the seller is obliged to first verify the validity of the complaint and the completeness of the reported product before proceeding with the replacement of the goods or the refund. The deadline for responding to your complaint is 8 days from the date of submitting the complaint from the day the device is delivered by the courier service to our complaints department. After that, a decision will be made on whether a new product will be delivered or the money will be refunded.

The Hello Smile store reserves all rights to change the prices of products, so if you ordered a device at one price and received it at that price at your home address, and afterwards the price was reduced, you do not have the right to a refund.

When claiming goods for which the Merchant is liable for non-conformity, the buyer is obliged:

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

b) to submit to the merchant the original purchase invoice for inspection

c) to detail the noticed defect to the merchant and describe 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 that is under warranty will be exclusively provided to the customer through our call center numbers.

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