Returns & Refunds Policy
⏰ Cancellation period: 30 days
🔄 Refund: Within 14 days after receipt of return
Returns Conditions
Cancellation Period – 30 Days
In accordance with the Consumer Contracts Regulations 2013, you have a period of 30 days from receipt of your Hypershell exoskeleton to exercise your right of cancellation, without having to justify reasons or pay penalties. This extends the statutory 14-day period.
Who Can Return a Product?
- Consumers: 30-day cancellation right
- Businesses: Returns possible only in case of product defect
- Any situation: Defective or damaged product during transport
Accepted Return Reasons
🔄 Change of Mind
- Product doesn’t meet expectations
- Wrong model choice (Go X, Pro X, Carbon X)
- Simple change of mind
- Return costs: At your expense
🛠️ Defective Product
- Manufacturing defect
- AI Motion Engine malfunction
- Motor or battery failure
- Return costs: Covered by Hypershell
📦 Product Damaged in Transit
- Visibly damaged packaging
- Cracked or broken exoskeleton
- Missing or damaged accessories
- Return costs: Covered by Hypershell
Required Condition for Return
- In its complete original packaging
- Unused or with minimal usage traces (testing only)
- With all supplied accessories (charger, manual, etc.)
- Without scratches, cracks or damage
- Accompanied by proof of purchase
Returns Procedure
Step 1: Return Request
1. Contact us at contact@hypershell.co.uk
2. Provide your order number
3. Specify the reason for return
4. Attach photos if product is damaged
Step 2: Validation and Label
1. Response within 48 working hours maximum
2. Sending of prepaid return label (if eligible)
3. Detailed packaging instructions
4. Tracking number provided
Step 3: Dispatch
1. Pack carefully in original packaging
2. Attach the provided return label
3. Drop off at collection point or arrange pickup
4. Keep the deposit receipt
Refund Conditions
Refund Timeframes
- Simple return: 14 days after receipt and inspection of product
- Defective product: 14 days after receipt
- Non-delivery: 7 days after delivery deadline
- Cancellation before dispatch: 3-5 working days
Refund Methods
- Payment method: Refund to the payment method used during purchase
- Amount: Purchase price + delivery costs (if justified return)
- Finance payments: Refund according to remaining instalments
- Notification: Email confirmation of refund
Return Costs
🆓 Free Return
- Defective or non-conforming product
- Error on our part in the order
- Damage during transport
- Problem covered by warranty
💰 Costs at Your Expense
- Return for change of mind
- Ordering error on your part
- Return outside cancellation period
- Estimated cost: £15-25 depending on courier
After-Sales Service
Hypershell Warranty – 2 Years
All our exoskeletons benefit from a 2-year manufacturer’s warranty covering:
- Manufacturing defects
- Electronic problems (motors, battery, sensors)
- AI Motion Engine malfunctions
- Technical support and firmware updates
Service Procedure
1. Remote diagnosis by our technical team
2. On-site repair if possible (remote maintenance)
3. Return to workshop if necessary (free transport)
4. Repair or replacement within 2-3 weeks
5. Free delivery of repaired/replaced product
Standard Exchange
For defects covered by warranty, we offer a standard exchange service:
- Timeframe: 4-5 working days
- Replacement product: New or refurbished to new condition
- Transport: Free both ways
- Configuration: Transfer of your personalised settings
Frequently Asked Questions
Can I exchange my model?
Yes, you can exchange your Go X for a Pro X or Carbon X within 30 days, subject to paying the price difference and the product being in perfect condition.
What if my exoskeleton breaks down after 2 years?
We offer a paid repair service with free quote. Many spare parts remain available for a minimum of 5 years.
Does the return include separately purchased accessories?
Accessories purchased at the same time as the exoskeleton can be returned together. Separate purchases follow their own return conditions.
Can I return a customised exoskeleton?
Exoskeletons with engraving or special customisation can only be returned in case of manufacturing defect.
What about statutory consumer rights?
Under the Consumer Rights Act 2015, you have additional rights including repair, replacement, or refund if goods are not of satisfactory quality or fit for purpose.
Returns Service Contact
📋 Subject: “Return order [order number]”
⏰ Response time: 48 working hours maximum
📞 Urgent: Mention “URGENT” in subject for defective products
🌐 Customer account: “My returns” section on hypershell.co.uk
Last updated: 3 July 2025