Q: I want to cancel my HUE online order

Immediate cancellations: If your order has not yet shipped, please contact us urgently with the order details. We may be able to cancel the shipment and refund your order in full immediately, though this is not always possible as much of the shipping process is automated. Post-shipment cancellations: If your order has already shipped and you change your mind, you can refuse delivery and the item will automatically return to us. We will process a refund for the item price once the order arrives at our office. If your item was sent by a Tracked service, you can email us to confirm that you refused delivery and we may be able to process the refund immediately after confirming with the carrier. Returning an order after delivery: If your reason for return is not a technical issue with the product itself, in order to refund you, we require that you contact our team who will provide a returns form. Our main warehouse is located in the UK and this is where the goods will need to be returned. If the order is being returned after a significant time has elapsed since delivery (outside of the applicable distance selling time limits), a restocking fee may be charged. Return postage: Please note that we do not refund the cost of shipping where the reason for the return is outside of our control. We are unable to collect and ask that return postage is arranged by the buyer, unless our technical support team have confirmed that the item is faulty. Warranty returns: If your item has a technical fault, please check the online FAQs and contact our support team with all of the details. They will be able to assist you with your return if the item is confirmed to be faulty. All HUE cameras come with a three year warranty against faults.

Q: I can't find my HUE activity guides or animation tutorials

If you have purchased any of our HUE activity guides , they will be permanently saved in your HUE website account. Please go to My Account (you will need to log in) and then choose Purchased Guides from the menu to view your collection.

Question 1

Do HUE products come with a manufacturer's warranty?

HUE · Accepted Answer

All HUE products include a three year manufacturer’s warranty against faults. If you purchased through a reseller, please contact your place of purchase for any issues with the order or delivery in accordance with their terms and conditions. If your HUE product develops a fault and the place of purchase is unable to help, you can contact us for support.

If you purchased directly through our online store or from the official HUE store on Amazon, please check this separate FAQ for further assistance.

Question 2

I need more information about recycling and disposal (WEEE)

HUE · Accepted Answer

Denmark

WEEE: To recycle your old waste electrical and electronic equipment (WEEE), please contact us. We are registered with the Dansk Producentansvarssystem via Elretur for Electrical and Electronic Equipment sold in Denmark.

France

WEEE: To recycle your old waste electrical and electronic equipment (WEEE), please contact us. We are registered with Ecosystem for Electrical and Electronic Equipment sold in France (UIN FR034857_05W62N).

Packaging: Our Unique Identification Number (UIN) from ADEME is FR245277_01FDPO.

Germany

WEEE: To recycle your old waste electrical and electronic equipment (WEEE), please contact us. We are registered with Stiftung ear via Zentek for Electrical and Electronic Equipment sold in Germany (ElektroG WEEE-Reg.-Nr. DE 64486095).

Packaging: Our Unique Identification Number (UIN) is DE1726903193599.

Italy

WEEE: To recycle your old waste electrical and electronic equipment (WEEE), please contact us. We are registered with Erion WEEE for Electrical and Electronic Equipment sold in Italy (UIN BP011851).

Republic of Ireland

PRL number 03501W.

Waste Electrical and Electronic Equipment (WEEE) is taken back free of charge on a one-for-one, like-for-like basis. Each local authority must also accept household WEEE free of charge at its recycling facilities. All WEEE must be recycled and should not be placed in any of your household wheelie bins. Make sure you always recycle all your old electrical goods.

WEEE is accepted at the below address (please also check local recycling facilities):

RECYCLE IT
Clondalkin Community Recycling Initiative Limited, Unit 14/2 Crag Terrace,
Clondalkin Industrial Estate,
Clondalkin, Dublin 22, Ireland
E: info@recycleit.ie T: 0035314578321

Included in these prices is a contribution to recycling costs.

Spain

Our Spanish RII_AEE number is 7873. We can provide a declaration of conformity for importing WEEE into Spain. WEEE can be collected through Ecotic.

Switzerland

WEEE can be collected through the Swico recycling system.

United Kingdom

Our UK EEE Producer Registration number is WEE/MM5902AA.

Packaging advice: The HUE HD Pro's white box, booklet and cardboard sleeve are recyclable in the UK. The plastic blister and cable tie are non-recyclable.

Question 3

I want to cancel my HUE online order

HUE · Accepted Answer

Immediate cancellations: If your order has not yet shipped, please contact us urgently with the order details. We may be able to cancel the shipment and refund your order in full immediately, though this is not always possible as much of the shipping process is automated.

Post-shipment cancellations: If your order has already shipped and you change your mind, you can refuse delivery and the item will automatically return to us. We will process a refund for the item price once the order arrives at our office. If your item was sent by a Tracked service, you can email us to confirm that you refused delivery and we may be able to process the refund immediately after confirming with the carrier.

Returning an order after delivery: If your reason for return is not a technical issue with the product itself, in order to refund you, we require that you contact our team who will provide a returns form. Our main warehouse is located in the UK and this is where the goods will need to be returned. If the order is being returned after a significant time has elapsed since delivery (outside of the applicable distance selling time limits), a restocking fee may be charged.

Return postage: Please note that we do not refund the cost of shipping where the reason for the return is outside of our control. We are unable to collect and ask that return postage is arranged by the buyer, unless our technical support team have confirmed that the item is faulty.

Warranty returns: If your item has a technical fault, please check the online FAQs and contact our support team with all of the details. They will be able to assist you with your return if the item is confirmed to be faulty. All HUE cameras come with a three year warranty against faults.

Question 4

I can't find my HUE activity guides or animation tutorials

HUE · Accepted Answer

If you have purchased any of our HUE activity guides, they will be permanently saved in your HUE website account. Please go to My Account (you will need to log in) and then choose Purchased Guides from the menu to view your collection.

Question 5

My website pricing is displaying the incorrect currency

HUE · Accepted Answer

The HUE shop accepts payments in GBP (Pound Sterling), EUR (Euros) or USD (US Dollars). By default, buyers from the UK will be shown pricing in pounds, buyers from Europe will see pricing in Euros and everyone else will see pricing in US dollars.

If you are seeing the wrong pricing for your region, please first check that your shipping and billing addresses are set to the correct country in your cart and checkout screens.

If it is still incorrect, please clear your browser's cache as it may be providing conflicting information. The steps to clear this data can vary depending on your browser; please see the help pages for Chrome, Edge, Firefox or Safari for detailed instructions.

We are unable to offer payment in any other currencies at this time.

Question 6

Where do you ship from and will I have to pay import taxes?

HUE · Accepted Answer

We ship worldwide and can provide full invoices upon request.

If you’re ordering a physical product such as a HUE camera, it’s important to be aware that our warehouses are located in and despatch from the UK. Some countries charge the recipient import taxes and duties when a parcel arrives from overseas, and these additional charges are the responsibility of the buyer. We are unable to provide estimates for overseas import taxes and duties. In addition, the courier may add their own clearance fees. Please contact your country's Customs office for any estimates.

Please note that smaller orders will ship by Airmail, which has a maximum weight limit of 2kg (4.4lbs). Orders for more than three cameras will usually be split into separate packages which may arrive on different days if they are separated in transit. For very large orders, some couriers have limits on how many packages can be included in a single shipment. We will do our best to ship your order in as few packages as possible.

The Harmonised System (HS) tariff code for your HUE hardware will be 8525890000 (10-digit HS code) or 85258900 (8-digit EU code). The Country of Origin is China. HUE products do not require a UK export license.

Note: For customers in the European VAT or Australia area, taxes on some products may be charged at the local rate for your country during checkout according to current EU regulations. This currently includes digital products (such as software). All applicable taxes for affected digital products will be clearly displayed during checkout and tax invoices will be available upon request.

Question 7

I'm located outside the United States, are there any international restrictions on shipping or usage?

HUE · Accepted Answer

We ship worldwide and there are no restrictions on support; your HUE software will work no matter which country you visit. The appropriate UK sales taxes will be calculated and displayed automatically during checkout and added to your order. UK VAT is added to all orders for physical products shipped to the UK. For customers in the European VAT area, taxes on some digital products may be charged at the local rate for your country according to current EU regulations. Full VAT invoices will be provided upon request. If you're ordering a physical product such as a camera, it's important to be aware that our warehouses are located in and despatch from the UK. Some countries charge the recipient import taxes, duties and processing fees when a parcel arrives from overseas, and these additional charges are the responsibility of the buyer. We are unable to provide estimates for overseas import taxes and duties.

Question 8

I am ordering on behalf of a school and need to use a purchase order

HUE · Accepted Answer

Schools can use our website checkout to reserve stock and save an order as a quotation if they want to use their own purchase order documentation. Please check this page for more information about ordering HUE products for your school.

The purchase order option will appear directly below the credit card payment option if you are ordering from a supported region. Please note that the purchase order option may not be available for very small orders.

Location of Purchase Order checkout option

HUE HD Pro Camera FAQs

FAQs: HUE HD Pro Camera

Do HUE products come with a manufacturer’s warranty?