Return & Refund Policy

Refund Policy

Users can return their HOVERAir X1 for any reason within 15 days of receiving the product, provided the product is in unopened factory condition. Zero Zero will only refund the full price of the product. When returning a product purchased from HOVERAir, please keep in mind the following important points:

  1. Users must present a valid purchase receipt when returning the item. Users must ensure that the returned goods maintain their original quality, functionality, and appearance, with all trademarks and labels intact. If the product is damaged by the user, or if the packaging box or any accessories are missing, the return will not be accepted.
  2. The refund of the paid amount will be processed within seven days from the date of receiving the returned goods. The refund will be made using the same payment method. The exact date of the refund may be subject to factors such as banks and payment institutions.
  3. If any manufacturing defects occur within the first 15 days and these failures are confirmed by warehouse inspection, Zero Zero will refund all costs incurred during this return or exchange including shipping. Users must present a valid purchase receipt when returning the item. Any accompanying gifts should also be returned.

Return Policy

Warranty Claims for Quality-Related Issues:

We provide a 12-month warranty service for our customers.


How to Return a Product:

  1. Please contact us at support@thehover.com to obtain return instructions. The email must include the order number and the reason for the return.
  2. To protect your interests, we recommend using FedEx for the return shipment.
  3. After sending the package, please keep the return tracking number and the return receipt for the package you are returning to ensure that it reaches our warehouse.
  4. Our after-sales warehouse is located in Dallas, Texas.

Return

You can request return service

  • Within 15 calendar days of receiving the product you can return if the product meets all the following criteria; is in unopened-factory condition, has no manufacturing defects, the product packaging , accessories, gifts, and the brochures are complete, and has no man-made damage, has not been activated, does not affect the secondary sale.
  • Within fifteen (15) calendar days of receiving a product if the product has a manufacturing defect.
  • Within fifteen (15) calendar days, if quality problems of non-manmade origin are found after an exchange.

Service will not be provided where

× It is requested beyond fifteen (15) calendar days of receiving a product.

× A product sent for Return & Refund Service does not include all original accessories, attachments or packaging, or any item is not in new or like-new condition, i.e. with cracks, dents or scratches.

× A legal proof of purchase, receipt or invoice is not provided or is reasonably believed to have been forged or tampered with.

× Any fault or damage of the product is caused by unauthorized use or modification of the product, including exposure to moisture, entry of foreign bodies (water, oil, sand, etc.) or improper installation or operation.

× Product labels, serial numbers, waterproof marks, etc. show signs of tampering or alteration.

× Damage is caused to the product by uncontrollable external factors, including fire, floods, high winds or lightning strikes.

× A product is not delivered to HOVERAir within seven (7) calendar days after Return & Refund Service confirmation is sent from HOVERAir.

× The refund was requested for the product that has no quality problem as tested by the Quality department of HOVERAir.

Replace

You can request replacement service

  • Within fifteen (15) calendar days of receiving the product if the product has sustained substantial damage in transit, provided that proof of damage issued by the carrier can be provided to HOVERAir.
  • Within 15 calendar days of receiving the product if significant manufacturing defects are found.
  • Within 15 days of receiving the product, if the product can’t be turned on according to the Quick Guide/ under the guidance of technical staff; or quality defects are found after unpacking.
  • Quality problems of non-manmade origin are found after an exchange.
  • Within 15 calendar days of receiving the product if the product does not match the original description of the product in one or more significant respects.

Service will not be provided when

× Service is requested more than fifteen (15) calendars days after receiving a product.

× Legal proof-of-purchase, receipts, or invoices are not provided, or are reasonably believed to have been forged or tampered with.

× A product sent for replacement does not include all original accessories, attachments and packaging, or contains items damaged by user error.

× A product is found to have no defects after all appropriate tests are conducted by HOVERAir.

× Any fault or damage of the product is caused by unauthorized use or modification of the product, including exposure to moisture, entry of foreign bodies (water, oil, sand, etc.) or improper installation or operation.

× Product labels, serial numbers, water damage marks, etc. show signs of tampering or alteration.

× Damage is caused by uncontrollable external factors, including fires, floods, high winds, or lightning strikes.

× Received product has not been sent back to HOVERAir seven (7) calendar days after replacement confirmation from HOVERAir.

× Proof of damage during transit issued by the carrier cannot be provided.


Return & Replace Instructions

Essential information

  • Customers need to consult the customer service staff (via support@thehover.com) and obtain confirmation before shipping the device to us. If the customer did not inform the customer service staff in advance, or without our confirmation, we will refuse to sign for the package.
  • Customers need to pay freight in advance.
  • Zero Zero does not take responsibility for additional costs or time incurred by a wrong address, delayed dispatch, or lost deliveries
  • In accordance with the replacement conditions, Zero Zero is only responsible for repairing or replacing faulty parts
  • Customers can obtain warranty service only at a designated HOVERAir service center in the region where he/she purchased the product. However, depending on stock availability, customers may obtain cross-regional replacement service.
  • If a customer in Region A wants to send in their products to a designated HOVERAir service center in the Region B without informing HOVERAir, the customs duty, customs clearance, and other costs incurred will be covered by the customer.
  • To guarantee your legal rights, please check whether your product is intact (check whether any damage has occurred to your product during transportation) when signing for it. If the product has a defect, please report it to us within two (2) days of signing for it; or it will be deemed that the product you signed for is intact and fully functional.

Contact us

If you have any questions regarding returns, please email us at support@thehover.com