Dear Hoppstar Partners,
With this guide, we show you how our complaints management works. To support you quickly and efficiently, please follow the process outlined below:
1. Use the Support Page
- First step: In the event of a complaint, please forward your customer this link to our support page.
- Note: The solutions provided there resolve 99% of all problems.
- Procedure: Ask your customers if they have already followed the steps listed on the support page.
2. Submit a Complaint/ticket
- Not resolved? If the problem persists despite using the support page, the complaint should be submitted via our complaints form.
- Important:
- Complaints sent via email will not be processed.
- Every complaint must include the batch number (production number). You can find this on the underside of each camera or any Hoppstar product (for Rookie and Expert, it’s under the silicone cover).
- Tip: If possible, attach photos and/or videos of the problem to enable faster processing.
3. Processing Your Inquiry
- Individual review: Each support case is reviewed individually by us.
- Decision: Hoppstar will determine the next steps on a case-by-case basis.
- Principle: We do not exchange products as a general rule; instead, we issue credit notes.
4. Happy Customers
Thank you for your cooperation – together, we ensure that your customers are quickly satisfied!
Best regards
Your Hoppstar