Return & Refund Policy
This Return & Refund Policy applies to all purchases made on our Website. You agree to comply with all terms and policies when accessing or using our Website, including this Return & Refund Policy.
Consumer Guarantees and Your Rights Under the Australian Consumer Law.
This Policy does not replace or exclude any rights that apply to you under:
the Australian Consumer Law (ACL) for Australians.
the Consumer Guarantees Act for New Zealanders.
If you believe that your purchase fails to meet one or more of the consumer guarantees, then you may be entitled to a remedy.
If there is a major failure, you may seek a refund or exchanges (subject to availability), or you may keep the product and seek compensation for any drop in the value. If there is a minor failure, we may repair the item (or, in our discretion, we may replace the item or refund you) within a reasonable time.
After-sales process and details:
(1) If a problem occurs during the warranty period, you can contact Hohem after-sales support for troubleshooting assistance either online or by email (hohem_support@360intl.com.au). If the problem is successfully identified, we will immediately provide you with specific solutions and steps. For exchange or repair service, please follow the instructions and guidance of our customer representatives. Once we receive your gimbal, we will follow up and keep you updated until the gimbal is returned to you.
(2) Out of Warranty: Hohem provides paid repair services. If the customer agrees to return the product at his/her own expense and bears any costs incurred (including, but not limited to, shipping costs and customs duties), he/she can contact Hohem's after-sales support team to get a repair address. Hohem will provide the appropriate receipt as proof of the costs incurred during the repair process.
Instructions
1. Contact us (by email) with your order number and a brief description of the reason for the return before shipping the item(s) back to our warehouse.
2. If our team determines that your return is eligible, the return fee is going to be covered by us. Please ship your return included in the package to our local warehouse. Please kindly contact hohem_support@360intl.com.au to obtain the address.
Refunds
If you are entitled to a refund, your refund will be processed in the same manner (i.e. same credit or debit card) as the original payment.
Please note that the processing of refunds may take up to 20 days before it shows up on your account due to the varying processing times between payment providers.
Change of Mind Returns
Change-of-mind returns are accepted within 15 days of delivery, subject to the following conditions:
A 10% restocking fee will apply.
Items must be returned in their original condition and packaging, unused and undamaged (new or slightly used).
Return shipping is at the customer’s expense.
Returns must be initiated within 15 days of delivery.
Refurbished or Final Sale items are not eligible for change-of-mind returns.
Contact Us
If you have any enquiries regarding your return or this Return & Refund Policy, please contact our Customer Service Team at hohem_info@360intl.com.au.