Warranty policy

This policy explains your rights when a product you bought from a local store through Hayina has a defect, and how to ask for inspection, repair, replacement or a refund according to the case and the law.

Scope of the warranty and who is responsible

1. The store’s responsibility and Hayina’s role

The store shown in the order is the seller of the product, and is bound by the buyer’s legal rights and by the warranty it announced. Warranty services may be carried out by the manufacturer, the agent or an authorised service centre. Hayina receives your request and coordinates its follow-up, without relieving the store or Hayina of an obligation the law imposes.

We do not ask you to settle a dispute between the store and the manufacturer before your claim is accepted. We explain who will inspect the product, how to hand it over and how to follow up.

2. Warranty period and nature

The warranty period depends on the product and the rules that govern it. Electrical appliances carry a warranty of at least two years under the applicable rules, subject to correct use and legal rights. This period does not mean that every consumer product is warranted for two years.

The warranty starts from the date of purchase or delivery under the applicable rules and the document given to the customer, and no commercial condition may reduce the legal minimum. Any additional commercial warranty states its scope, duration and provider at the time of sale.

3. Warranty versus returns

The change-of-mind period for eligible goods is 15 days under the returns policy. Defect and warranty rights do not lapse merely because this period has ended.

Food and perishable goods are subject to safety, conformity and shelf-life rights, and are not treated like a repairable appliance. When they are spoiled, unfit or not what was ordered, they are handled under the returns policy and the relevant laws.

Making a claim and inspection

4. Information needed

You can reach us from “My account → Support” in the app, from the “Contact us” page on hayina.net, or by email at info@hayina.com. Include the order number when the matter concerns a purchase, and never send your card details or a verification code.

Describe the problem and when it appeared, and attach the order number or proof of purchase, the serial number if there is one, and a photo or video if it helps and is available. Not having a recording does not prevent your claim from being registered. The original packaging is not a general condition for accepting a defect claim; safe packing may be needed for transport.

5. Inspection and remedies

We record receipt of the report and of the product and its accessories if inspection requires it, and explain the follow-up channel and the expected date. Inspection determines the cause of the fault and the appropriate remedy under the law and valid warranty terms, which may be repair, replacement or a refund.

Your rights are not limited to repair where the law grants a right to replacement or a refund. We explain the reasons for the decision and the inspection result, and you can object and provide what supports your claim.

6. Costs and timing

You do not bear the costs of handling a defect covered by the warranty, including the expenses needed to meet the obligation under the applicable rules. If the work needed turns out not to be covered, its description and cost are offered to you for approval before it is done; no surprise fees are charged for inspection or repair.

The warranty on electrical appliances is extended by the length of any delay in providing spare parts or maintenance under the governing rules. The customer is told about any delay and their rights, and no request is left open without follow-up.

Exclusions and protecting your rights

7. What is not covered

The warranty may not cover damage caused by proven misuse, not following the product’s instructions, an external accident, or normal wear of a consumable part, depending on the nature of the product and the law. The link between the cause and the defect claimed must be shown; a general description such as “misuse” is not enough.

An unauthorised modification or repair is assessed by its effect on the fault. The whole warranty does not lapse automatically because of an action unrelated to the defect, and defects present at delivery are not excluded on the grounds that the change-of-mind period has ended.

8. Before handing over a device for inspection

Back up your personal data if you can, and remove payment methods, sensitive files and your accounts where needed, after following the service centre’s instructions. Only give passwords through a secure and necessary agreed procedure.

If the fault prevents removing the data, tell support and the service centre. This note does not relieve any party of its responsibility for handling the device’s data lawfully and securely.

9. Replacement, refunds and complaints

When a refund is due, the price actually paid for the product, the taxes and the amounts owed are refunded according to the case under the returns policy, without obliging you to take wallet balance. The effect of a replacement on the warranty period is explained to you, no less than your legal rights.

You can follow up a complaint through Hayina and ask for it to be escalated. Your rights before the Ministry of Commerce and the competent authorities and courts remain, and this policy does not prevent you from using them.