Return Policy
- Hammerhead offers a 45-day satisfaction guarantee. You may return your Hammerhead product within 45 days of delivery if you are, for any reason, not satisfied with your purchase.
- Products must be returned undamaged and in full working condition in original packaging with all parts, accessories, and documentation.
- Hammerhead will not cover shipping costs for Australian, Canadian and Swiss customers in the event of a return.
- All returns must be claimed with support@hammerhead.io and a return merchandise authorization (RMA) number obtained prior to shipping.
- Hammerhead Navigation Inc does not offer refunds for software products and/or services, including, but not limited to, monthly subscriptions and purchases of third-party software through Hammerhead Navigation Inc’s platform and/or marketplace.
- Hammerhead Navigation will not accept returns of, or issue refunds for, products purchased through third-party resellers or distributors. Products must be purchased through www.hammerhead.io to be valid for returns or refunds.
- Return shipments must be postmarked within 10 days of the claim’s approval notification. - Effective from October 27, 2018.
- All refunds are to be processed with the form of payment used when the original purchase was made.
Comments
9 comments
I received my Karoo on Wednesday 18 April but unfortunately the stop button does not work so I am unable to record rides. I have emailed Hammerhead support several times but have not had any response, so I'm now sitting with a useless product with seemingly no means of getting a replacement, repair or my money back.
To say I'm disappointed is a massive understatement. Hopefully someone at Hammerhead will read this and get back to me.
Ian I am confident one of our team will get back to you soon. I see your ticket has been open since last Wednesday, I flagged your cases since this response time is not standard.
Thanks for the response, Laurence. I will update this thread as soon as I hear from your support team.
Another day has gone by without anyone contacting me from Hammerhead. I'm not happy.
Return shipping is to the place it was sent from? Ie. For Europe we send it to European address and not US?
Just to update this thread, two days ago I was sent a return label so that I could send my Karoo back for repair/replacement. Yes, my Karoo was sent from Netherlands and I had to send it back there.
Here's the address which was on my return label (from Scotland):
Hammerhead
Nijverheidsweg 27 Tel: 0186612267
NL-3274KJ Heinenoord
As it was faulty from new, I was given a prepaid return label and did not have to pay to send it back.
got the Karoo a while ago and wanted to return it. Every time i contact them (three times now), i get a response and i reply to it, the mail bounced back saying "this email address has been disabled" or some such.
I think my cc has already started the process, but, for the sake of a fellow startup, i want to return the product. - my last ditch effort -
Hi,
Can someone please confirm me the correct address to send my device back?
I live in Belgium.
I already send 2 mails about it but I didn't get any response yet.
Is the correct address?
Hammerhead
Nijverheidsweg 27 Tel: 0186612267
NL-3274KJ Heinenoord
Do I need to receive confirmation first?
I'm reaching the deadlilne of 45 days and want to make sure to respect the correct procedure..
Thanks
Bram
Brian, that was the address on my return label with prepaid postage. I sent it back and it was tracked to that address, but I had to contact Hammerhead five days later when I had heard no more. That triggered off a response and I received a replacement Karoo, fully working, last week.
Karoo support comes and goes and I would advise you to send more emails to the support address with full details until they respond. You need a return authorisation as at the top of this thread - sending it back without one could be risky.
I'm sorry to hear you are not satisfied with the Karoo - I'm delighted now I have a working one!
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