This page is the process: how to send an Amber back, in what condition and who pays for it. What you get back and when is on the refund policy. If your unit has not shipped yet, you do not need a return at all: see pre-order terms and simply cancel.
The window
You have 30 days from the date your Amber is delivered to tell us you want to return it. The unit does not have to be back with us inside those 30 days; you just have to have started the return.
How to start a return
- Email support@hiiamber.com with your order number and a line about why.
- We reply with a return authorisation and the address to send to, normally the same business day.
- Pack the unit in its original box and send it, or wait for the collection we book if the return is our fault.
Please do not send a unit back before you have that authorisation. An unannounced parcel cannot be matched to an order, and we would rather not have your Amber sitting unidentified in a warehouse.
Condition we can accept
Complete and undamaged. That means the unit, the power supply, the quick-start card and the original outer box, in the condition they reached you. Ordinary handling is expected and fine. A unit that has been dropped, dismantled or modified is not.
Who pays return shipping
If the unit is faulty, arrived damaged, or is not the finish you ordered, we cover the return in full and book the collection ourselves. If you have simply changed your mind, return shipping is yours to arrange and pay for, and we ask you to use a tracked service so neither of us is guessing where it is.
Faulty or damaged on arrival
Photograph the box and the unit before you do anything else and send the images to support@hiiamber.com within seven days of delivery. We arrange collection and send a replacement rather than putting you through a return. A fault that appears later is a warranty matter, not a return.
Exchanges
Before dispatch, a finish change is free: just ask. After delivery, return the unit you have and place a new order for the finish you want, so your new reservation is not held up waiting for the old one to arrive back.
Gifts
If you received an Amber as a gift, we can still take the return. The refund goes to the person who paid, because that is the only payment method it can legally go to, so it is worth a conversation with them first.
What we cannot accept
- A unit damaged after delivery, or opened and dismantled beyond ordinary use.
- A unit returned without its box, power supply or quick-start card.
- A return raised more than 30 days after delivery.
Natural variation in shell, stone and cast metal is a property of the material rather than a fault. No two units carry light the same way, and that is the point of them.
Your statutory rights
Nothing on this page reduces the rights you have under the consumer law of the country you bought from.