Return policy

Effective Date: August 1, 2026

This Return Policy describes the return and refund practices that HAELO, Inc. (“HAELO,” “our,” “us,” or “we”) follows with respect to purchases of our products, including hardware, software, mobile applications, and any related firmware and documentation (collectively, the “Products and/or Services”).

Please also read our Limited Warranty and Disclaimer of Implied Warranties policy before purchasing, as it governs defects and performance issues arising after the return window described below has closed.

1. Return Window

You have 30 days from the date your HAELO device is delivered (the “Delivery Date”) to request a return for any reason. This is the single date used throughout this policy — all deadlines below are measured from the Delivery Date unless stated otherwise.

If you are not satisfied with your HAELO device for any reason, contact HAELO Support within 30 days of your Delivery Date to begin the return process.

2. How to Return a Product (RMA Process)

All returns require a Return Merchandise Authorization (RMA). We cannot accept or refund a return that is shipped without a valid RMA.

  • Step 1 — Request an RMA: Contact HAELO Support at www.haelo.com/support within 30 days of your Delivery Date.
  • Step 2 — Receive your label: Once your RMA is approved, we will issue a return shipping label and instructions.
  • Step 3 — Ship within 7 days of receiving your label: Your device must be shipped back to HAELO within 7 days of the date you receive your return shipping label. If your device is not shipped within this 7-day window, your RMA will be automatically voided and you will not be eligible to request a new RMA for that device, regardless of how much time remains in your original 30-day request window.

In short: you have 30 days from delivery to request an RMA, and then 7 days from receiving your label to get the unit in the mail. Missing the 7-day shipping window permanently ends your return eligibility for that device, so we recommend shipping as soon as you receive your label.

3. Defective or Damaged-on-Arrival Units

If your HAELO device arrives defective or damaged, or develops a covered issue during the return window, this is treated separately from a standard change-of-mind return:

  • No restocking or condition-based fee applies to a confirmed defective or damaged-on-arrival unit.
  • HAELO will provide a prepaid return label at no cost to you, regardless of your location.
  • You may choose a full refund or a replacement unit, subject to inspection confirming the reported issue.

Please report suspected defects or shipping damage to HAELO Support as soon as possible, and in any event within your 30-day return window.

4. Eligibility for a Refund

To qualify for a refund on a standard return, the following conditions apply:

  • Original condition: Your device must be returned in its original manufactured condition, with all original accessories, components, and packaging included.
  • No restocking fee: HAELO does not charge a restocking fee for units returned in original, resalable condition.
  • Used, damaged, or incomplete returns: Units returned damaged, heavily used, missing accessories or components, or showing signs of wear beyond normal inspection may be subject to a deduction from your refund reflecting the cost to repair, replace missing items, or restore the unit to resalable condition. HAELO will notify you of any such deduction before finalizing your refund.
  • Tampering: Units that have been disassembled, modified, or damaged beyond repair are not eligible for a refund.
  • Shipping loss or damage: HAELO is not responsible for return shipments that are lost or damaged in transit. We recommend using the tracked, prepaid label we provide.

5. Shipping and International Orders

  • Domestic (U.S.) orders ship free both at purchase and on return, when a HAELO-issued RMA label is used.
  • International customers are responsible for return shipping costs and any Customs, Duty, or VAT fees incurred on the original shipment or the return. Where HAELO provides a return label as part of the RMA process, applicable return shipping and customs fees will be deducted from your refund.

6. Refund Processing

  • Returned units are inspected and processed within 3–5 business days of receipt.
  • Approved refunds are issued to your original payment method and may take 10–14 business days to appear, depending on your bank or card issuer.
  • If a deduction applies under Section 4, we will confirm the adjusted refund amount before it is processed.

7. Repeat Returns

To keep this policy sustainable for all customers, a customer who has returned a HAELO device within the preceding 365 days may not be eligible for an additional standard return during that period. This limit does not apply to defective or damaged-on-arrival units under Section 3. Purchases made through the HAELO Partner Program are subject to separate approval terms — contact your program representative for details.

8. Non-Returnable Items

Certain accessories or components — such as single-use or hygiene-sensitive parts that have been used — may be excluded from return for health and safety reasons. Any such items will be clearly identified at the time of purchase and in your order confirmation.

9. We’d Love Your Feedback

Because we care about your experience and are always working to improve our products and services, you will receive a brief survey by email after your return is processed to help us understand why HAELO wasn’t the right fit.

10. Contact Us

To start a return or ask a question about this policy, contact HAELO Support at www.haelo.com/support.

This policy is governed by the laws of Delaware, without regard to conflict-of-law principles, and is subject to change. The version posted at https://www.haelo.com/policies/refund-policy at the time of your Delivery Date applies to your purchase.