Have questions?

Here are our answers to the most commonly asked questions. If we missed your question, send it to contact@hellohakuna.com.

For merchants

How much does Hakuna cost?

Hakuna is 100% free of charge for merchants. There are no additional costs.

How do I make money as a merchant?

As our partner, you receive a commission on every protection plan you sell.

How does Hakuna make money?

We collect a small service fee on every protection plan sold.

Can I add Hakuna to my existing shop system?

Yes, you can. Use our Frontend SDK or Shopify App, or develop your own integration with our modern REST API.

How long does the technical integration take?

Integration usually takes a couple of days. If you’re interested in learning more, get in touch with us.

Are my products eligible?

Most likely, yes. We can cover just about anything non-consumable. Arrange a demo with one of our experts to find out more.

What types of protection are available?

We offer extended warranties and accidental damage protection as well as a combination of both. We have the right protection for all of your product categories.

Who handles the claims?

We take care of the entire claims management process, ensuring that your customers have an exceptional claims experience every time.

Who is the risk carrier?

We work with a network of first-class insurance companies that act as risk carriers for our protection plans. That way, we can develop optimized protection plans for all of the products that you sell.

For customer

How do I get Hakuna product protection?

Hakuna enables merchants to offer Hakuna-powered product protection to customers like you in a variety of ways. To get our protection, just shop from one of our partner merchants.

What happens after I purchase a Hakuna-powered product protection plan?

After you purchase Hakuna-powered product protection, we'll send you an email confirming your purchase. Then, once the protected product is shipped, we'll send you another email with your insurance policy. If you purchased product protection post-purchase (i.e., for a product that you already own), this email will be sent out immediately after the order confirmation one.

Where can I find more information about my protection plan?

For more information about your protection plan, refer to the General Insurance Conditions, which are available wherever protection is sold and sent to you by email once you purchase product protection. If you still have questions, please get in touch with us.

I have a question about my order / the product I purchased, who should I talk to?

Hakuna is happy to help you with any inquiries relating to product protection. For all other matters, such as shipping times or product returns, please contact the merchant you purchased your product from directly.

What happens if I return my product?

If you return your product to the merchant, your coverage will be automatically canceled and refunded.

What happens if I exchange my product?

Your protection plan can only be transferred to a new product if it is exchanged under the statutory warranty or guarantee. In all other exchange cases, your initial protection plan will be canceled and refunded. To secure product protection for your new product, remember to request it from the merchant during the exchange process.

What happens if I sell my product?

That depends! Some protection plans can be transferred to the new owner and some can’t be. Check the General Insurance Conditions for more information about the transfer conditions for your specific protection plan.

How do I file a claim?

To file a claim with Hakuna, you can use our claims chat or send a short email with a description of the problem to claims@hellohakuna.com.

What information / evidence do I need to file a claim?

To file a claim, you’ll need to tell us your email, the product, and a short description of the problem. In some cases, you may be asked to provide additional materials, like pictures or a police report.

What happens once I file a claim?

We’ll let you know whether or not the damage you reported is covered by your protection plan within 24 hours. Once your claim has been accepted, we'll send your a confirmation email detailing the next steps.

What do you do with damaged products?

Sustainability is important to us, so we repair damaged products first, whenever possible. If repair isn’t an option, we’ll either replace your product or refund you for it. No matter how your claim is resolved, we’ll make sure that you have a working product back in your hands as soon as possible.

Can I cancel my product protection?

Yes, you can! You can always cancel within 14 days of signing up for Hakuna-powered product protection.

After that, it depends since some protection plans are annual subscriptions, and some aren’t. If your protection plan isn't an annual subscription, you won’t need to cancel your product protection. It will expire automatically once the defined coverage period ends. If your protection plan is an annual subscription, you can cancel your subscription with us during the cancellation period to stop it from being renewed. Just send us an email to let us know that you don't want it to continue.

You will always find a full description of the protection including subscription details in the General Insurance Conditions, but if you’re unsure about your coverage period or subscription, please get in touch with us.