To ensure a smooth process for warranty support, please properly keep your purchase receipt, invoice, and other relevant paperwork for your Hypershell product as proof of purchase for any future service inquiries. This will help us provide fast and efficient service in case of a warranty claim. Please note that only purchase receipts issued by Hypershell Malaysia are valid for warranty. All refunds, returns, and replacements will only be processed after the original products have been received and inspected at our local warehouse.
Please note that all return requests must be submitted to my.hypershell.service@sah.capital first and the package must be returned to our designated address, otherwise you could be liable for the loss of the returned items. Any return that has not been confirmed and monitored by customer support might be lost.
The following policy terms will not affect any other rights you are entitled to under the applicable laws of your state or jurisdiction.
Packaging
The original packaging can provide the best protection for the products, and improper packaging may void warranty and be subject to charges. Pack the products according to our instructions to prevent damage in transit. Buyers are responsible for the cost of return shipping. We strongly recommend retaining the original packaging and packing materials in case the product needs to be returned for warranty service.
Warranty Service
- The warranty period begins on the day your product is received at your delivery address.
- The warranty period may vary with regards to your product, the part experiencing issues, or the country of purchase.
Warranty Period
1-year warranty for all products
Consumable parts with no warranty
“Consumables” are defined herein as disposable items, parts, or components of the product which are inherently subject to deterioration and wear out during the normal operation of the product.
Consumable parts include but are not limited to:
- Leg strap
- Belt
These items don't have a warranty period, but we are happy to replace any products that fail due to manufacturing defects. The decision of replacement for these items will be at Hypershell's discretion and the decision will be final.
The following actions will void the warranty:
- Any modification made to any hardware or firmware of the Product;
- Abuse, misuse, or improper storage of the Product;
- Use the Product for any illegal purposes;
- Serviced by distributors other than Hypershell or an authorized Hypershell distributor;
- Use non-supported, unapproved, or improper filament or materials with the Product;
- Disassemble or repair without authorization by Hypershell or the Distributor.
How to Obtain a Warrant Service
1. Please submit the warranty request and the official purchase invoice through an email to my.hypershell.service@sah.capital.
2. The claim will be confirmed in 3-5 business days.
Replacement Service
We are happy to provide you with replacement service in any of the following circumstances that occur：
- Within 7 calendar days of receiving the product, if the product has sustained substantial damage in transit, provided always that the proof of damage issued by the carrier can be provided to Hypershell.
- Within 7 calendar days of receiving the product, if you receive the wrong product.
- Within 7 calendar days of receiving the product, if the product suffers critical failure or manufacturing defects.
- Within 7 calendar days of receiving the product, if the replacement product suffers functional problems which are caused by manufacturing defects.
Please note that the replacement under this section starts from the date of receipt of the replacement product by the customer. To ensure that the products you request replacement service are delivered in good condition, please note that all replaced products must be in the original packaging. Improper packing may void warranty and be subject to charge. The replacement warranty will be covered by a period equal to the remaining warranty period of the original item.
Exclusions and Limitation
Hypershell will not provide replacement service in any of the following circumstances：
- The request for a replacement is submitted 7 calendar days after receiving the product.
- The received product does not include all original packaging, accessories, cables, manuals, or any items which are not new or in like-new condition, i.e. with cracks, dents or scratches.
- A product sent to Hypershell for replacement does not include all original accessories, attachments, or contains items damaged by user error.
- Hypershell identifies, through evaluation and testing, that the defect(s) or functional problems are caused by user error, such as dropping to the ground, supplying the wrong voltages, water damage, etc,
- The product is found to have no defects after all appropriate tests are conducted by Hypershell. If you request the non-defective products be shipped back to you, the shipping cost is supported by you.
- The original proof of purchase, receipt or invoice is not provided, or is reasonably believed to have been forged or tampered with.
- Proof of damage during the transit issued by the carrier can not be provided, but it has not been rejected upon receipt, or no certificate confirming the damage has been issued by the logistics company. All shipping damages need to be reported within 7 calendar days after the package(s) is delivered.
- Products that are damaged after delivery by external forces, including fire, floods, lightning strikes, traffic accidents, etc.
Replacement Shipping
Hypershell provides shipping labels and covers all the shipping costs for customers replacement service, as long as Hypershell shipping service is available. Losses due to incorrect information will be covered by customers.
Repair Service
Hypershell will attempt to diagnose and solve your problems via email, live chat, or other means. Hypershell may remotely guide you to solve the problem. If your problem cannot be solved remotely, you may be asked to deliver the product to Hypershell for further inspection. Hypershell will troubleshoot your returned products. If the detected faults comply with any of the terms or conditions under Hypershell's warranty policy, Hypershell will provide a refund, replacement or repair service and may require you to pay for shipping. If Hypershell determines that the fault or defect is not covered by Hypershell's after sales policy, you will need to apply for a customer-paid repair service. Hypershell will not start the repair without your consent. If you do not agree with the repair quotation, Hypershell will return your product and you may need to pay for the return shipping costs according to Hypershell after-sales policy in your area.
The repair or replacement of a defective product during the warranty period will not be charged to the consumer (for parts, labor, or otherwise). All defective products, parts, or equipment shall become the property of Hypershell.
The warranty period starts from the day you receive the goods. If you cannot provide invoice or other valid proof of purchase, then the warranty period will start from 90 calendar days after the shipping date that shows on the product.
Exclusions and Limitation
1. Legal proof-of-purchase, receipts, or invoices are not provided, or are reasonably believed to have been forged or tampered with.
2. Any fault or damage to the product is caused by collision, scorching, or unauthorized use or modification of the product, including exposure to moisture, entry of foreign bodies (water, oil, sand, etc.), or improper installation or operation.
3. A product is found to have no defects after all appropriate tests are conducted by Hypershell, repair service center authorized by Hypershell.
4. Damage caused by unauthorized modification, disassembly, or shell opening is not in accordance with official instructions or manuals.
5. Damage caused by unauthorized assembling of accessories by customer themselves not in accordance with official instructions or manuals.
6. Damage caused by unauthorized modification of circuits, and mismatch or misuse of the product.
7. Product labels, serial numbers, water damage marks, etc. show signs of tampering or alteration.
8. Damage is caused by uncontrollable external factors, including fires, floods, high winds, lightning strikes, or traffic accidents.
9. When used with third-party components not approved by Hypershell product parameters or certified by Hypershell, used as input or load, damage caused by reliability and compatibility problems occurs.
10. Other circumstances are not stated in this policy, but Hypershell has sufficient proof to refuse.
11. Please note that products and components presented for repair may be replaced by refurbished goods of the same type rather than being repaired. These refurbished goods have been tested and are similar to brand new goods in function and appearance. If any refurbished parts or units do not meet our quality assurance requirements, brand new parts or units will be issued. Any replaced parts may come with different serial numbers.
*For order cancellation and refund policy, you may refer to our official webstore.
