Refund policy
Overview (All Customers)
We offer a 30-day return window from the day you receive your device and a 1-year limited warranty covering manufacturing defects.
To be eligible for any return or warranty evaluation, the device must be in the same physical condition in which it was received, with all original components and packaging. Proof of purchase is required.
30-Day Returns (All Customers)
You may request a return within 30 days of receiving your Ato device.
Conditions:
- Device must be in original physical condition
- All accessories and packaging included
- No physical damage, misuse, or unauthorized modifications
Return shipping is the responsibility of the customer.
Once the device is received and inspected, an approved return will be refunded to the original payment method.
To start a return, contact: hello@heyato.ai
Returns must be authorized before shipping. Items sent without approval will not be accepted.
Return address: 1525 Van Ness Avenue, San Francisco, CA 94109, United States
1-Year Limited Warranty
Ato devices are covered by a 1-year limited warranty from the delivery date.
This warranty covers manufacturing defects and hardware failures under normal use.
If a defect is confirmed, we will, at our discretion:
- Repair the device
- Replace the device
- Or issue a refund if repair or replacement is not possible
The warranty does not cover:
- Accidental damage
- Misuse or neglect
- Unauthorized repairs or modifications
- Cosmetic wear that does not affect functionality
Contact hello@heyato.ai to start a warranty claim.
Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or incorrect. We’ll evaluate the issue and provide instructions.
European Union – 14-Day Cooling-Off Period
If your order is shipped into the European Union, you may cancel or return it within 14 days of delivery, for any reason.
Conditions:
- Unused, original condition
- All components and packaging
- Proof of purchase
Return shipping is the responsibility of the customer.
Refunds
Refunds are issued after the returned device is received and inspected.
Approved refunds are processed to the original payment method within a reasonable processing time.
Refunds are not available while an order is in transit.
Customs duties, and taxes are non-refundable.