Support Requests

For any support needs, our team is ready to assist you. You can reach out to us in the following ways

• Support Request Form: The fastest and most efficient way to have your support needs resolved. Please fill out the Support Request Form, which will create a support ticket and help us resolve your request in the most timely manner.
• Email: Alternatively, you can contact us at [email protected]

Complaints
Your satisfaction is our top priority. If you’re not fully satisfied with our product or service and wish to make a complaint, please use our Support Request Form. This helps us process your complaint efficiently. When filing a complaint, especially for a product-related issue, please provide photo evidence as guided in the form. This will greatly assist our team in understanding the problem and offering the most suitable solution.

Returns & Refunds

We value your satisfaction and offer a 30-day return policy for our products. If you’re not satisfied with your purchase, you can request a return & refund by contacting our support team.

To be eligible for a refund:

• The product must be in the same condition as when received
• It must be returned in the original packaging, secured from damages in transportation by the provided cardboard boxes and additionally secured with packing tape or wrapped in foil to keep the boxes closed and secure 
• It must be one of our standardised products. Non-standard, tailor-made solutions or customised products are not eligible for return

Please note:

• If your original order included additional shipping costs, such as expedited shipping or extra charge for remote location delivery, please be aware that these costs are non-refundable and only the cost of the standard delivery will be refunded
• For orders outside of the UK and European Union, and for orders containing more than one dome unit, the cost of return shipping is not covered by Hypedome and should be borne by the customer. The same applies to orders containing any of the bulky items that are transported on the palette i.e.: Insulated Modular Base, Wood Burning Stove & Chimney, Chimney Kit only, Port Door & Port Door Retrofit. In these cases, the cost of return shipping should be covered by the customer
• Should you need to handle return shipping, you can contact our support team and we’ll do our best to facilitate the process through our transportation partners, leveraging our preferential shipping rates to minimize your expenses and simplify the process
• Before sending any products back to us, we kindly ask that you first get in touch with our support team.
• When we receive your return, we’ll inspect it and notify you via email. Once your return is approved, we’ll promptly process your refund. Expect to see the credit on your original method of payment within 14 days.

Exchanges

In the event you receive a defective or damaged item, we’re here to help. Just fill out our Support Request Form and we’ll guide you through the exchange process for a replacement of the same item.