Heygo Warranty Policy

Introduction

This policy applies to eligible Heygo products purchased through the official Heygo online store at heygo.com. If you purchased your product through a third-party platform, reseller, or any channel that is not authorized by Heygo, the return, exchange, and after-sales policies of that sales channel shall apply. This does not affect your non-waivable statutory consumer rights, including a minimum 2-year legal warranty for EU/UK/China consumers and a 14-day cooling-off right for EU/UK distance sales consumers. This policy gives you specific legal rights. You may also have other rights that vary by state, country, or province. Heygo does not exclude, limit, or suspend any non-waivable consumer rights you may have under applicable law.

30-Day Satisfaction Return or Exchange Policy

We want you to be satisfied with the Heygo products you purchase from heygo.com. If you are not satisfied with your product, you may request an exchange or return for a refund within 30 days from the date you receive your order.

Residents of the EU and UK have a separate statutory 14-day cooling-off period for distance sales, independent of this 30-day policy.

To be eligible for an exchange or refund, the returned product must meet the following requirements:

• The product must be in good condition and must not show signs of human-caused damage, severe wear, or any condition that may affect resale;
• The product must be returned with its original packaging, accessories, user manuals, gifts, and any other included materials;
• The product must not be damaged due to human error, misuse, abuse, accident, water exposure, fire, unauthorized modification, or any other non-quality-related issue;
• The exchange or return request must be submitted within 30 days from the date you receive your order and must be completed in accordance with the process provided by Heygo Customer Support.

If the exchange or return is requested for personal reasons, including but not limited to dissatisfaction, unsuitability, purchasing the wrong model, or any non-quality-related reason, the customer shall be responsible for the return shipping cost.

For EU/UK consumers exercising their statutory 14-day cooling-off right, return shipping costs will be borne by Heygo where required by applicable law.

Original outbound shipping fees, expedited shipping fees, and all other shipping charges incurred at the time of purchase are non-refundable. Unless otherwise required by applicable law.

After receiving the returned product and confirming that it meets the exchange or refund conditions, Heygo will arrange to send you the same product. For approved returns, Heygo will process a refund to your original payment method within 5–10 business days after inspection. If the original product is out of stock, discontinued, or otherwise unavailable, Heygo may, depending on the circumstances, provide a functionally similar equivalent product as a replacement.

Products returned without prior confirmation from Heygo or not returned in accordance with the specified process may result in delays or rejection of the exchange or return request.

90-Day Replacement Policy for Quality Issues

90-DAY QUALITY ISSUE REPLACEMENT POLICY AND 2-YEAR STATUTORY WARRANTY (EU/UK/CHINA)

For consumers in the EU, UK, and China, a mandatory minimum 2-year legal warranty applies from the date of delivery, covering defects in materials and workmanship under normal use. During this period, Heygo will, free of charge, repair, replace, or provide a refund as required by law. Defects reported within the first 6 months are presumed to exist at delivery unless proven otherwise by Heygo.

Within 90 days from the date you receive your order, if a Heygo product develops a quality issue due to defects in materials or workmanship under normal use, you may request a replacement after the issue has been confirmed by Heygo.

During the 90-day replacement period for quality issues, Heygo does not provide repair services.

This does not apply in jurisdictions where repair is a mandatory statutory remedy.

For eligible products with confirmed quality issues, Heygo may provide one of the following solutions depending on the circumstances:

• Replacement with the same product model;
• Replacement with a functionally similar equivalent product if the original model is out of stock, discontinued, or otherwise unavailable;
• A full refund to the original payment method, where applicable;
• Other reasonable replacement solutions, where applicable.

The replacement product may be new or functionally equivalent. The replacement product will continue to be covered for the remaining period of the original 90-day replacement period, or the mandatory statutory warranty period, whichever is longer.

The 90-day replacement policy for quality issues applies only to defects in materials or workmanship under normal use. It does not apply to issues caused by abnormal use, external factors, or human-caused damage.

Exclusions

This policy does not cover the following situations:

• Cosmetic damage, such as scratches, dents, bumps, wear, discoloration, or other appearance-related issues that do not affect product functionality;
• Normal wear and tear of consumable parts, such as the natural decline of battery performance over time, unless the damage is caused by defects in materials or workmanship;
• Damage caused by accident, drops, abuse, misuse, improper installation, improper maintenance, improper storage, water exposure, flood, fire, lightning, extreme temperatures, or other natural or external factors;
• Damage caused by failure to follow the product manual, warning labels, or official Heygo usage instructions;
• Damage caused by unauthorized disassembly, modification, or alteration;
• Damage caused by the use of incompatible, unsafe, uncertified, improperly rated, or non-compliant power adapters, power cords, data cables, accessories, or third-party components;
• Products with serial numbers, labels, anti-counterfeit marks, or proof of purchase that have been removed, altered, damaged, or otherwise unreadable;
• Products purchased through channels other than the official Heygo website, Heygo authorized resellers, or approved sales channels, including second-hand channels, resale channels, or other unauthorized channels, unless otherwise required by applicable law;
• Damage, loss, delays, or additional fees caused by customer-initiated return shipments, including failure to follow customs procedures;
• Damage, loss, delay, or compliance issues caused by the customer's own transportation, export, import, or cross-border forwarding arrangements.

How to Request an Exchange, Replacement, or Return

Before requesting an exchange, replacement, or return, we recommend visiting the support center for online help resources, FAQs, and product usage guidance.

If you need to request a 30-day satisfaction exchange or return, or if your product has a suspected quality issue within 90 days, please contact Heygo Customer Support and provide the following information:

• Order number or proof of purchase;
• Product model and serial number;
• Description of the issue or reason for exchange or return;
• Photos or videos that can help demonstrate the issue;
• Your contact information and shipping address.

Heygo may request additional information to determine whether the product is eligible for exchange, replacement, or return. Please do not send the product back without confirmation from Heygo. Heygo is not responsible for loss, damage, delay, or additional costs related to unauthorized returns, unless otherwise required by applicable law.

Cancellation and Refund Policy for Digital Services

a. No Refunds After Activation or Commencement of Use

Due to the digital nature of our Products/Services (including but not limited to virtual packages, software subscriptions, activation keys, digital content, memberships, AI coaching services, advanced analytics, and premium features), ALL SALES ARE FINAL and NON-REFUNDABLE once the product or service has been activated, accessed, used, linked to a Heygo hardware device, synced with sports or activity data, or used to generate any AI feedback, insights, or content.

By purchasing, applying the activation code, logging into the premium portal, pairing a device, syncing data, or otherwise initiating the service (the "Commencement of Performance"), you explicitly acknowledge and agree that you lose your right to any refunds, cancellations, or store credits.

This does not affect statutory rights to refunds for defective digital services or mandatory cooling-off rights under EU/UK law.

b. Important Notice for European Union (EU) and United Kingdom (UK) Consumers

If you reside within the European Union or the United Kingdom, you generally have a statutory right to cancel your online purchase within 14 days from the date of purchase without giving any reason (the "Cooling-off Period"). However, under Article 16(m) of the EU Consumer Rights Directive (2011/83/EU) and the UK Consumer Contracts Regulations 2013, this right of withdrawal does not apply to the supply of digital content or virtual services once the performance has begun.

By purchasing and subsequently activating, using, linking, or syncing your virtual package or Digital Service, you hereby:

• Expressly consent to the immediate commencement of the performance of our digital services before the end of the statutory 14-day cooling-off period;
• Acknowledge that you will forfeit and lose your statutory right of withdrawal and refund as soon as activation, use, linking, or syncing begins; and
• Acknowledge that for any unactivated virtual packages within the 14-day cooling-off period, you may exercise your right to cancel instantly at any time via the "Cancel/Withdraw Order" function directly accessible inside your Account Dashboard or Order History page without any unnecessary delay or procedural barriers.

c. Exceptional Cases (Non-Activation)

If you have purchased the virtual package or Digital Service but have NOT activated, used, accessed, linked to hardware, or synced activity data in any way, you may request a cancellation and refund within fourteen (14) days from the date of purchase. Any such requests must be submitted in writing to our official support email: support@heygo.ai.

Once an activation key or service package has been generated and validated as "used" or "active" in our system database, no exceptions will be made.

Shipping Costs

For 30-day satisfaction exchanges and returns requested for personal reasons, the customer shall be responsible for the cost of shipping the product back. The customer is solely responsible for all return shipping charges, carrier fees, and handling fees associated with voluntary returns.

EU/UK consumers exercising statutory cooling-off rights will have return shipping covered by Heygo where required by law.

If a product is confirmed by Heygo to have a quality issue caused by defects in materials or workmanship within 90 days, Heygo will, depending on the circumstances, cover reasonable shipping costs related to the replacement or approved return or provide an appropriate replacement solution. Heygo may provide a prepaid return label for valid warranty-related claims at its sole discretion.

If a package is returned, lost, delayed, or requires redelivery due to an incorrect address provided by the customer, failure to sign for delivery, refusal of delivery, failure to collect the package in time, or any other reason not caused by Heygo, the customer may be responsible for the related costs.

International Service and Cross-Border Limitations

This policy primarily applies to service requests made within the original country or region of purchase.

Heygo shall fulfill mandatory statutory warranty and consumer rights obligations across borders as required by applicable law, including EU single market requirements.

If you request exchange or replacement service outside the original country or region of purchase, Heygo cannot guarantee that such service or shipment will be available due to differences in product configurations, technical standards, safety certifications, laws and regulations, import restrictions, and parts availability in different countries or regions.

All international purchases are subject to import duties, taxes, VAT, GST, customs clearance fees, and other governmental charges imposed by the destination country. Such charges are the sole responsibility of the customer and are non-refundable by Heygo under any circumstances.

In cross-border service situations, you may be responsible for all applicable import and export compliance obligations, customs duties, value-added tax, customs clearance fees, shipping costs, and other related expenses.

Any duties, taxes, or fees incurred during the return or replacement shipment across international borders shall be the sole responsibility of the customer. Heygo is not responsible for reimbursing or refunding any such cross-border taxes or duties.

In some cases, due to local laws, regulations, certification requirements, logistics limitations, sanctions rules, or safety standards, Heygo and its authorized service providers may be unable to provide exchange or replacement services outside the original country or region of purchase, or may be unable to ship a replacement product back to you.

Legal Limitations and Limitation of Liability

To the maximum extent permitted by applicable law, the exchange, replacement, return, or other solutions described in this policy are the primary remedies provided by Heygo under this policy.

These remedies are in addition to any non-waivable statutory remedies provided by applicable consumer protection laws.

To the maximum extent permitted by applicable law, any implied warranties, including but not limited to the implied warranties of merchantability and fitness for a particular purpose, are limited in duration to the coverage period stated in this policy.

In jurisdictions that prohibit limiting implied warranties (including under the U.S. Magnuson-Moss Warranty Act), this limitation shall be deemed null and void to the minimum extent necessary to comply with applicable law.

To the maximum extent permitted by applicable law, Heygo shall not be liable for any incidental, special, indirect, punitive, or consequential damages arising from product use, misuse, inability to use the product, product defects, or breach of this policy, including but not limited to loss of profits, loss of revenue, loss of data, business interruption, cost of substitute products, or any other indirect losses.

This exclusion does not apply to personal injury or property damage caused by Heygo's negligence, or to any liability that cannot be lawfully excluded.

Some states, countries, or provinces do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation may not apply to you.

Heygo may refuse to provide exchange, replacement, return, or other services if providing such services would violate applicable export controls, sanctions laws, import restrictions, safety regulations, or other applicable laws.

Additional Terms

This policy does not affect any non-waivable rights you may have under applicable consumer protection laws in your state, country, or province.

If any provision of this policy is found to be invalid, unlawful, or unenforceable, the remaining provisions shall remain in full force and effect.

Heygo reserves the right to update or modify this policy to the extent permitted by applicable law. Any modification will not affect rights that you have already obtained under applicable law before the policy was revised.