Warranty

Depending on 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 time of receipt or first start-up

This means the following:

a) the delivered product is damaged, has missing parts (is incomplete), does not meet its intended purpose or specifications. If you discover 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 discover damage upon receiving the package, you are not obliged to accept the package; you can refuse to accept the shipment.

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

2) Product functional complaint - steps

If you purchased a device or product through our website, 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 complaints department via courier service. If you send the goods by courier service, you are obliged to adequately pack the device, because in case of physical damage during transport, the cost of the damage falls on the buyer, i.e., the sender, in accordance with the Law on Postal Services:

Article 49

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

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

Article 50

The sender is responsible for damage caused by the content or inadequate packaging of the postal item.

3) Complaint about a damaged shipment

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

Servicing and refunds

Upon receipt of goods that were not working correctly upon first use (DOA), the seller is obliged to first verify the validity of the complaint and the completeness of the complained product before proceeding with product replacement or refund. The deadline for responding to your complaint is 8 days from the date the complaint is submitted from the day the device is delivered by the courier service 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 that price at your home address, and then the price was reduced, you are not entitled to a refund.

When complaining about goods for which the Merchant is liable for non-conformity, the buyer is obliged to:

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

b) present the original purchase receipt to the merchant

c) describe in detail to the merchant the observed defect and describe the conditions and environment in which the product operated when the malfunction occurred;

d) after that, all information about the status of the product under complaint is exclusively obtained by the buyer through our call center numbers.

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