Oliver P.
Faulty out of the box
I bought a new, factory sealed H2 Pro from apparently an unauthorised retailer on eBay. Out of the box the tilt mechanism was faulty. I messaged Hinomi who have been very prompt, courteous and helpful, saying they would send out a replacement part, so from that point of view they were excellent. But eventually they declined to send the part under warranty, due to it being bought from an unauthorised retailer, which is understandable. However I can't ignore the fact that I received a faulty product out of a factory sealed box, hence the 3 star review.
Response from HINOMI INCNov 7, 2025
Dear Oliver, Thank you for taking the time to share your feedback regarding your recent experience with us. We completely understand your frustration, especially when receiving a product that does not meet expectations. While our warranty policy only covers purchases made through *authorized resellers or our official website*, we deeply value your satisfaction and have offered an alternative solution to address the issue. We kindly ask for your understanding regarding the warranty limitations due to the purchase being made from an unauthorized retailer. However, we remain committed to resolving this matter and encourage you to reply to our email if the proposed solution is acceptable to you. If there’s anything further we can do to assist you or address any remaining concerns, please don’t hesitate to reach out to us directly at [email protected]. Thank you for bringing this to our attention, and we hope to restore your trust in our brand moving forward. Best Regards, Hinomi Team