General Information 

We take great pride in our customer service, quality and value. If for any reason you are dissatisfied with a purchase, we’ll assist you with a prompt refund or exchange. Not all sales are final. We WILL help with any problems that arise and will try our best to make your visit to our store a good one! If you feel something went wrong, please contact us and you will get a prompt response. We're happy to help! Just ask :)

 

Automated Return and Exchange System

After familiarizing yourself with the policies on this page, please use this automated system to expedite any return or exchange.

 

Returning your merchandise

  • Place your items in a secure package removing or covering any labels. Please return ALL components of the device.
  • In your box, please include this printed material.
  • Attach the shipping label on the outside of the package.
  • Please send your package via a prepaid, insured, traceable method to the appropriate address below. This is crucial! If we do not receive your return, we cannot guarantee a refund or exchange for the purchase. Please mark the return as 'return merchandise'. 
  • Please retain the applicable tracking number from your return label to track your package. 

    Return Shipping Address 

    Hak5 - Returns

    15501 San Pablo Ave #G325
    Richmond, CA 94806

     

    Exchanges

    • If you have an exchange no additional shipping & handling charges will be incurred from us.
    • We will ship your new item free of charge to the customer address on file.
    • You must return the original product before we can ship a replacement.
    • Exchanges will be shipped to you as soon as we receive and process your return.
    • You will receive a new tracking number via email from us as soon as your exchange is shipped.

     

    Refunds

    • Shipping and handling charges are non refundable on a return when shipping the item back to us.
    • We will refund the original shipping charge when the fault is our own. Please tell us if a delivery is damaged within 5 days of receipt, otherwise we will not be able to refund the original shipping charge.
    • International orders are subject to customs and duty charges by your country. These are not collected by Hak5 and cannot be refunded. Refusal of a package and packages returned based on this will incur extra charges (refusals are not free for Hak5 to be returned to our office).
    • A credit will be issued as soon as we receive and process your return.
    • Generally, a refund will be processed within 48 hours of return merchandise acceptance.
    • Please allow up to one full billing cycle for a refund to appear on your credit card provider bill.
    • Special offers (ex. $5 off a $50 order) may be subject to reduction by a return / exchange.
    • Due to the soldering needed on the Throwing Star LAN Tap, this item is non-refundable, unless the item was damaged in shipping. We apologize for any
    • inconvenience this may cause.
    • Clearance products can only be exchanged for the same item. Exchanges for clearance items are permitted for damaged goods up to 30 days after purchase.
    • Returns will be accepted for unused goods within 30 days of purchase.

     

    Warranty

    Hak5 goods are manufactured and tested to the highest quality standards. Our Limited Warranty covers defects in material or workmanship of new Hak5 products. This warranty extends to the original purchaser only and is non-transferrable. Only customers purchasing Hak5 products from HakShop.com may obtain coverage under our limited warranties.

     

    What is covered?

    Hak5 warrants against defects or workmanship as follows:

    Hak5 will replace at no charge for parts only or, at its option, replace any product or part of the product that proves defective because of improper workmanship and/or material, under normal installation, use service and maintenance. If Hak5 is unable to provide a replacement and repair is not practical or cannot be made in a timely fashion, Hak5 may elect to refund the purchase price in exchange for the return of the product.

     

    How long does the coverage last?

    Our warranty period is 90 days for WiFi Pineapple and USB Rubber Ducky products from the documented date of purchase, depending on the type of product.

     

    What Hak5 does not cover?

    Our warranties do not cover any problem that is caused by:

    1. Conditions, malfunctions or damage not resulting from defects in material or workmanship.
    2. Conditions, malfunctions or damage resulting from (1) normal wear and tear, improper installation, improper maintenance, misuse, abuse, neglect, accident or alteration.
    3. Accessories, connected materials and products, or related products not manufactured by Hak5.

    Our limited warranties are void if a product is returned with removed, damaged or tampered or any alterations.

     

    How to file a claim?

    Hak5 will not provide any warranty coverage unless claims are main in compliance with all terms of the controlling warranty statement including with your product and you follow proper return procedure. To request warranty service, you must provide:

    1. The sales receipt
    2. A description of the problem

     

    Make a claim here: http://hakshop.myshopify.com/pages/exchange

     

    Note:

    • Clearance products can only be exchanged for the same item.
    • Exchanges for clearance items are permitted for damaged goods up to 30 days after purchase.

     

    Lost Packages

    • If, for any reason, you never received your package, we can help you sort this out.
    • If your package hasn't arrived yet and you're worried about receiving it:
      • Please give the shipment time to arrive. Orders take different amounts of time to arrive depending on your carrier choice and location. Please view our Shipping Guide for information.
      • Was the address we shipped it to correct? If not, it may be delivered back to us as "Not Deliverable as Addressed" or "Return to Sender - Unknown".
      • Bring it to our attention. We leave tracking your order up to you after we have sent it out. Email us regarding your inquiry and attach your original receipt with Order Number.
      • Call the shipping company (UPS, USPS, DHL) and give them the tracking number to verify the information is correct. They may be able to tell you where your package is as well. This will also verify that your package may be waiting at your local UPS, USPS or DHL office for pickup.
    • Delivery estimates are for business days (Monday through Friday). If shipped via UPS or DHL, insurance is automatically added to your package. We can file a claim on your behalf with UPS or DHL. USPS orders are not insured but we will work with you to resolve any issues.
    • Try filing a "File 1510" with USPS. This is a package trace. A 1510 may take several months to complete an investigation. The post office will search for your package from our local office to you. They will check all offices in the path to verify the package isn't waiting or undeliverable. If they find the package, it is immediately delivered to you. The 1510 is free to file and no charges would be incurred for postage.
    • We can not be held liable for items listed as 'delivered' via USPS. Items listed as 'delivered' are considered closed and completed orders. If you find an order is listed as delivered on the USPS website but you cannot find your package, please file a claim with USPS.

     

    These policies are subject to change without notice.

     

    Regards,

    The Hak5 HakShop Team