This page is about money: when a refund is due, how it is paid and how long it takes. The physical side of sending a unit back is on the returns page.
Cancel before dispatch, refunded in full
Amber is a pre-order and the full price is charged at checkout. You can cancel at any time before your unit is dispatched and we refund the entire amount, including any shipping you paid. There is no fee, no restocking charge and no explanation required. Write to support@hiiamber.com with your order number.
Refunds after delivery
If your Amber has arrived, you have 30 days from the delivery date to start a return. Unopened units in their sealed box are refunded in full. Opened units are refunded in full as well, provided everything comes back complete and undamaged: the unit, the power supply, the quick-start card and the original box.
How a refund is issued
Always to the original payment method, and only to that method. We cannot refund to a different card, a different account or as store credit. If the original card has expired or been closed, tell us and we will work with our payment processor to find a route.
How long it takes
For a cancelled pre-order, we issue the refund within two business days of your request. For a returned unit, we inspect it on arrival and issue the refund within 10 business days of receiving it. From that point the money is with your bank or card issuer, and how quickly it appears on your statement is their timetable, not ours. Most cards show it inside five business days.
What is refunded, and what is not
- The price of the unit is always refunded in full where the return is accepted.
- Original shipping is refunded when the return is our fault: a faulty unit, transit damage or the wrong finish sent.
- Original shipping is not refunded on a simple change of mind after delivery, and return shipping in that case is arranged and paid by you.
- Import duty and local handling fees are charged by your country, not by us, and are not ours to refund. You may be able to reclaim them from your customs authority.
Set pricing and discount codes
If you return part of a set, the remaining units are recalculated at the discount they actually qualify for, and the difference is deducted from the refund. Discount codes are not reissued after a refund, but tell us and we will make sure you are not worse off than you started.
Failed, duplicate or partial charges
If you are charged twice, or charged for an order that did not complete, write to us and we refund it the same business day. You do not need to wait for the pending charge to settle first.
If we cancel your order
If the First Edition run is cancelled, or we cannot supply the finish you reserved and you would rather not take an alternative, you are refunded in full without having to ask.
Your statutory rights
Nothing on this page reduces the refund rights you have under the consumer law of the country you bought from. Where that law gives you a longer window or a better remedy, it applies.
Questions
Write to support@hiiamber.com with your order number.