Firstly, ask yourself if you’ve left the device enough time to demonstrate what it does, we recommend a minimum of 3 months.
If after that time, you feel that your Halcyan isn’t performing, then please take follow-up pictures of the areas previously photographed and send them to us, along with a thorough description of your experience with your unit. We will share this with our technical team who will analyse all the details. They may have some follow up questions, observations or suggestions to explain what you’re experiencing or what next steps would be best.
Should the unit be deemed faulty, you will be offered either a replacement unit or a full refund.
If we agree a replacement, we will require a £150 deposit fee (due to previous non-returns) which as soon as it’s paid your new unit will be shipped to you. The deposit will be fully refunded within 48 hours of the faulty unit being returned.
If we agree a refund, you will need to return the faulty unit. Once the unit is safely received your refund will be processed, this can take up to 14 days to appear in your account. We do not cover any associated plumbing costs, within the guarantee.
Please do not return your unit without our prior written agreement, as refunds and replacement units are subject to our approval, and not automatic.
Please ensure you have read our guarantee document in full below:
Please feel free to contact us if you are unsure on any points within the guarantee or if you’d like any further clarification.