Hawkerrz Guarantees & Return Policy

Special After-Sales Service during the Pandemic:

If you face a problem with the product and need to return it but you can’t currently, considering the present situation of the world. Please do not worry; Hawkerrz will extend the warranty period for our dearest customers in such a case, you can wait and return the product at your own convenience until the pandemic is over.

7 Days DOA Product Guarantee

If any of the products you receive are damaged, wrong, or faulty, we have got you covered. Please contact us for Return Material Authorization within 7 days of receiving the product. After the product has been returned at the address provided by our customer service staff, we will send you a new product free of cost (we will also reimburse you the return shipping cost), or you can choose to get a full refund on the original product.

14 Days No Questions Asked Return

If you are not fully satisfied with the product and the product is still in its original condition, we allow a partial refund, which will cover the price of the item minus the shipping fees. However, the return shipping fees will be at your own expense.

Please contact us for Return Material Authorization within 14 days of receiving the product.

Note: Items such as undergarments/swimsuits are not covered under this policy due to hygienic safety. If you need to learn more, you can check the Apparel Return Process below, or contact us.

120 Days for Exchange or Refund & Quality Guarantee

If there is something wrong with the quality of some categories of products, you can get a refund or exchange within up to 120 days. You can contact us to find out if your product falls within this category.

Note: Clothing, shoes, bracelets, decorations, phone and electronics, household gadgets, and other similar product categories are not covered under this warranty period. For more details, please contact us.

Missing Item(s), Wrong Item(s), or Incorrect Package

At delivery, please make sure that the product is being received in a sealed package, and confirm the contents before accepting the package.

In case of an issue, please contact us and follow our warranty guidelines:

• Give us your product order number.
• Please send us a clear picture of the outer packaging with the shipping label visible, as well as the item that has been received (if applicable).

Options once the issue has been taken in the notice and confirmed by Hawkerrz:

• If it is a missing product, we will resend the missing item for free within the warranty period.
• If we have sent the wrong product, we will either refund you in full or send out an alternative product (if applicable and available). Hawkerrz will inform you if you need to return the wrong product or not and will also reimburse you for the return shipping cost in such a case.

Repair Period & Warranty Exemptions and Notes

Repair Period and Category

•  Unfortunately, and currently, considering the present situation of the world and pandemic the following service is closed until further notice.

• 60 Days or 2 weeks: Mobile phones, mainboard, tablets, PCs, projectors, laser engraving machines, 3D printers, and e-book readers.
• 90 Days: Smart-watches & electronic accessories, like headphones, speakers, mice, keyboards.
• 30 Days: Smart Bracelets

For the above product categories, the warranty is for the main body. The warranty of product side accessories (such as chargers) is 14 days.

Warranty Exemptions and Notes

1. Any wear and tear or breakage/damage during use is solely the customer’s responsibility and is not covered by our warranty.

If you damage/misuse the product(s), the warranty becomes non-applicable. No compensation will be offered in such cases. However, you can contact us to buy a replacement or any spare parts (if applicable). We will change the original value of the components and the shipping fee.

The customer makes the warranty invalid if they:

• Flash the firmware of the device or root the device.
• Open the body in an attempt to fix it.
• Modify, remove, customize, or switch any part of the product.
• Use the device in a way not originally intended for.
• Continue to use the product once the fault occurs hence causing it more damage.

Return Processing Limitation

If you face after-sales issues, please contact us for a solution according to your case. We will let you know whether the product needs to be returned and if so, then to which address.

• For exchanges, the processing time for the exchanged product is between 3-6 business days after receiving the product back and depending on stock availability.
• For refunds, the processing time for us to proceed with the refund is between 3-6 business days after receiving the product back. After the refund has been processed, it might take some time to show in your account depending on the payment method.
• For repair, the duration depends on the category of product and availability of spare parts inventory. (currently not available).  

Hawkerrz Apparel Return Process

Returnable Products

Items that can be returned or refunded within 14 days of receiving them must follow the standard below:

1. Faulty items that are damaged, broken, or stained upon delivery.
2. Items received in incorrect size/color.
3. Unwashed, unworn, and unused item(s) that did not meet your expectations within 14 days.

Non-Returnable Items

We will not accept returns in the following cases:

1. Items that have exceeded the 14 days warranty period.
2. Items that have been washed, used, or misused.
3. Items under the following criteria: swimwear, underwear, lingerie, earrings.

Sizing Issues

In the clothing industry, there are always slight size variations between brands and manufacturers. You need to check the size chart and size conversion chart before placing the order.

If we have shipped you the wrong size by mistake, we will either offer a full refund or send you the item in an alternative size (if applicable). If you choose the wrong size, Hawkerrz will offer an exchange or refund for you, but please note that the return shipping cost will be at your own expense as the product might be shipped from a distance manufacturer or seller.

You must please contact us to arrange a refund. Returning items without RC (Return Confirmation) will not be accepted.

How to Request for Warranty (return, repair, and refund) and Notes

If you face any issue with your product, please contact us

Carefully follow our warranty guidelines to ensure no delays:

1. Describe the issue with your order in detail. Also, mention your full order number and product code (if applicable).
2. Tell us about the steps you have followed to resolve the issue.
3. Provide the item code mentioned on the outer packaging.
4. Send us a video or photos of the products to show the defect(s).

NOTE:

1. You need to send a clear photo or video showing the product defect/order/SKU number. Photos, videos should be under good lighting and from a close, focused distance, so that we can easily identify and verify your issue.
2. If the product is returned more than one month after the receipt, or if the product is returned for customer reasons (non-satisfaction, wrong size), the customer will be responsible for the return shipping cost. For non-customer reasons and the returns within one month, Hawkerrz will be responsible for the return shipping costs. The customer must return the product using the method Hawkerrz prescribes. In all situations, the customer has to provide the tracking number.
3. The customer has to contact us before returning the product. Returned products without Return Confirmation will not be accepted. And in case of incomplete warranty requests, Hawkerrz can refuse any compensation. If the customer returns without any prior authorization, sends to the wrong address, returns the wrong product, Hawkerrz can again refuse any form of compensation.
4. Customers must return the item according to the shipping method prescribed by Hawkerrz, usually requiring a registered mail.
5. All returns will be checked by our technical staff members upon arrival. If the returned product can’t be repaired, Hawkerrz will offer an alternative to ensure the best customer service.