Refund Policy
Refund & Exchange Policy
At HBEE, we are committed to delivering high-quality products and ensuring customer satisfaction. Please read our Refund & Exchange Policy carefully before making a purchase.
1. No Cash Refunds
HBEE does not offer cash refunds, bank refunds, wallet refunds, or store credit for any products purchased through our website.
All eligible claims will be resolved through a product exchange only.
2. Exchange Eligibility
Customers may request an exchange only if the product:
Is defective or damaged upon arrival.
Has a manufacturing defect.
Is not functioning as intended under normal usage (for example, connectivity or operational issues).
Exchange requests must be submitted within 7 days from the date the product is marked as delivered.
Requests received after the 7-day period will not be eligible for exchange.
3. How to Request an Exchange
To initiate an exchange, please contact our customer support team via email within 7 days of the product being delivered.
Your email must include:
Order Number
Customer Name
Contact Number
A detailed description of the issue.
Clear photographs of the product (if applicable).
A clear, unedited video demonstrating the issue or defect. The video should clearly show the product, the reported problem, and the steps taken to reproduce the issue.
For technical or functional issues, such as connectivity problems, charging issues, sound issues, or any other operational defects, submitting a video is mandatory. Since purchases are made online, HBEE cannot physically inspect products before initiating an exchange. The submitted video helps our technical team assess and verify the reported issue remotely.
Exchange requests submitted without sufficient evidence, including the required video for technical issues, may be delayed or declined until the necessary information is provided.
Once we receive your email, our support team will review the evidence and may contact you for additional information if required.
4. Exchange Process
If your request is approved:
Our team will provide instructions for returning the defective product.
After receiving and inspecting the returned item, we will process the exchange.
The replacement product will be the same model and variant originally ordered by the customer.
The replacement product will undergo quality inspection before dispatch to ensure it is free from defects.
Exchanges are subject to successful verification of the reported issue.
5. Processing Time
Once the returned product has been received, inspected, and the exchange request has been approved through our internal process, the exchange will be processed within 10 to 15 business days.
Please note that this processing period begins only after the exchange request has been verified and approved by our team, and not from the date the customer sends the email or submits the request.
Shipping timelines for the replacement product may vary depending on your location.
6. Cases Not Covered
Exchange requests will not be accepted for:
Physical damage caused after delivery.
Damage resulting from misuse, improper handling, accidents, or unauthorized repairs.
Normal wear and tear.
Requests made after the 7-day exchange window.
Products returned without proof of purchase.
7. HBEE's Right to Verify
As an online business, HBEE is unable to physically inspect products at the customer's location before approving an exchange request. Therefore, all exchange requests are subject to remote verification.
Customers must provide accurate information, along with clear photos and, where applicable, a clear video demonstrating the reported issue. Our technical team will review the submitted evidence to determine whether the product is affected by a manufacturing or functional defect.
HBEE reserves the right to approve or decline an exchange request based on the information provided. If the submitted evidence does not clearly demonstrate a manufacturing or functional defect, if the issue cannot be verified remotely, or if the product appears to have been damaged due to misuse, accidental damage, unauthorized repairs, improper handling, or normal wear and tear, the exchange request may be declined.
The decision made by HBEE after reviewing the submitted evidence shall be considered final with respect to the exchange request.