Returns, Exchanges and Warranty
1.1 Seven Day Return Policy
Here at Hypop, we understand that you may accidentally make the wrong choice when purchasing items and may need something else entirely, that is why if you have changed your mind about your purchase, Hypop will be pleased to offer you an exchange or store credit on most of our products if you reach out to us and lodge an RMA claim for your order within 7 days of receiving your order.
All returns, exchanges and warranty cases, whether in or out of warranty must be lodged through our RMA system or your return will not be accepted back in our warehouse. For more information on our RMA system, please refer to our RMA Terms and Conditions section under Section 3.
1.2 Conditions and Exclusions
Subject to the Consumer Guarantees, RMA claims that are lodged within 7 days of receiving can be exchanged subject to the following conditions:
If the condition of the product differs in any way, we reserve the right to refuse the return or charge a 30% restocking fee.
Our change of mind policy does not apply to the following products:
1.3 Click and Collect Cancellations and Conditions
All Click and Collect orders must be collected by the person making the order. If you'd like someone else to pick up your order you'll need to nominate them during the online checkout process or by contacting our Customer Service team after ordering so that their name appears on the goods when they're prepared for collection.
To collect the goods, the nominated person will need to provide the order number and a valid physical photo ID for themselves (current passport or driver's license) and will need to sign for the goods.
If you have placed an order for Click and Collect and have not picked up your order within 3 months, the items will be returned into stock. Your order will remain, however they may need to be reordered and there may be additional wait times.
If you wish to cancel and refund a Click and Collect order after it has been picked and before it has been collected, there will be a 30% restocking fee charged. Alternatively, we can provide a store credit for the full amount of the cancelled items.
2.1 Consumer Guarantees
All products sold at Hypop are covered by a Standard Australian 12 Month Warranty. This can be either a manufacturer’s warranty or a Hypop warranty depending on the product’s origin. The warranty covers manufacturer’s faults, defects, parts and labour. Any fault that is deemed to be due to manufacturing will be covered under warranty for any parts or labour required to repair the item. In some cases, if the cost of repair outweighs that of a replacement, a suitable replacement product or store credit may be offered.
Hypop repairs are carried out by our qualified in-house technician, who repairs all items as per the manufacturer's guidelines. If any item is unable to be repaired in-house, it will be sent back to the relevant repair centre or manufacturer directly. Repairs in-house usually take around 1 week to complete and repairs sent back to the supplier usually take between 4-6 weeks to complete.
As per Australian Consumer Law, we are not required to provide a refund or replacement if you change your mind. You will be able to choose between a refund or exchange if the item has a major problem. This is when the item:
If the problem is not major, we will repair or replace the item within a reasonable time frame.
If you would like more information regarding this, please refer to the ACCC’s official website here.
2.2 What’s Not Covered Under Warranty
Our 12 month warranty EXCLUDES Fluorescent Light Bulbs, Cotton Muslin Backdrops, Paper Backdrop Rolls, Batteries, Consumable Products and Travel Carry Bags included with our kits. These products are susceptible to regular wear-and-tear and can get damaged not deemed as a manufacturer's fault. If these products are faulty or DOA please notify us within 7 days of receiving for a replacement. We reserve the right to refuse any claims made after this timeframe or additional charges may apply. Damages due to misuse by the user will not be covered by this warranty.
Please refer to a list below of all occurrences when an item will not be covered under warranty:
2.3 Dead on Arrival (DOA)
If your item arrives and it is found to be Dead on Arrival (DOA), please notify us within 7 days of receiving for your RMA lodgement to be claimed as DOA and your return postage will be covered by Hypop. Once your item is received back to the Hypop warehouse, it will be assessed and then either repaired or replaced and sent back out to you.
2.4 Service Under Warranty
If your item is outside of our 7 day DOA period and is found to be faulty due to a manufacturers fault (for a list of exclusions please refer to Section 2.2), the return postage will be covered by the customer. Once your item is received back to the Hypop warehouse, it will be assessed and then repaired or replaced under warranty and then sent back out to you.
2.5 Service Outside of Warranty
If your item is outside of our 12 month warranty period or has been damaged due to an occurrence that is not covered under warranty (for a list of exclusions please refer to Section 2.2), all postage fees will need to be covered by the customer, this includes shipping to our Warehouse, any required shipping charges if the item needs to be sent back to a supplier for external repairs, then finally the shipping back out to the customer.
An assessment fee of $75.00 AUD will need to be paid prior to any repairs taking place. Once this has been paid and your unit has been returned, it will then be assessed by our qualified in-house technician. This assessment fee will then be taken off the total cost of the repair/parts required for the repair.
Our technician will repair the item as per the manufacturer's guidelines. If the item is unable to be repaired in-house, it will be sent back to the relevant repair centre or manufacturer directly. We will reach out prior to sending the unit off with a rough estimate of the cost of repairs and will wait for confirmation before sending off the item. Repairs in-house usually take around 1 week to complete and repairs sent back to the supplier usually take between 4-6 weeks to complete.
3.1 RMA Terms and Conditions
Before returning any item for an exchange, repair, replacement or warranty case, you must obtain a Return Merchandise Authorisation (RMA) number by getting in touch with our Customer Service team here. If a claim is not lodged before the item is returned, it will not be actioned.
By sending your item back to us through our RMA system, you agree with the RMA terms and conditions outlined on this page.