Warranty & Protection Policy

Hg Laser Company is committed to providing high-quality spa equipment and exceptional customer service. We understand the importance of protecting your investment, so we offer a comprehensive warranty and damage protection guarantee.

Overview

  • 3-Year Warranty: All professional beauty machines purchased from Hg Laser Company are covered by a 3-year warranty starting from the delivery date.
  • 7-Day Shipping Damage Protection Guarantee: This guarantee protects against damage during transit.

General Exceptions

  • Consumables (gels, liquids, cartridges, tips)
  • Handheld devices (covered by 7-Day Damage Protection Guarantee only)
  • Machines below $500 (covered for 6 months)
  • Late claims (strict adherence to timelines is required)

Unboxing Video Requirement (for Damage Protection Guarantee)

To ensure a smooth resolution process in case of damage, we require an unboxing video. Here’s how to make one:

  1. Before accepting delivery: Inspect the package for visible damage.
  2. Record in a well-lit area: Clearly show the shipping label, including tracking number, address, and product details.
  3. Unboxing process: Film the entire unpacking process, including removing the machine from the box and showing it from all angles.
  4. Damage or incorrect product: If present, document it clearly on camera.

Important Notes:

  • Videos must be continuous and unedited.
  • Claims without a video or with repacked shipments will be denied.
  • Have multiple people handle heavy machines to avoid damage.

Damage Protection Guarantee Details

This guarantee applies if:

  • The machine is non-functional or significantly damaged upon arrival (excluding minor cosmetic blemishes).
  • A written damage report is sent to [email protected] within 7 days of delivery.
  • An unboxing video is uploaded to [email protected] via WeTransfer.
  • You agree to a video call with technical support if requested.
  • Technical support confirms the damage wasn’t caused during unpacking and affects functionality.
  • None of the exceptions apply.

What’s not covered under Damage Protection Guarantee:

  • Minor cosmetic issues
  • Damage caused by improper unpacking or handling
  • Repacked products

Free Replacement Process (if Damage Protection Guarantee applies)

  • We’ll provide a free return shipping label (continental USA only).

  • You’ll receive a brand-new replacement machine of the same model.

    • Note: The Damage Protection Guarantee does not cover refunds.

Warranty Terms

The warranty applies only to the original purchaser from hglasercompany.com and is non-transferable without written approval from Hg Laser Company.

Warranty Period

The 3-year warranty starts on the delivery date.

Technical Support

  • Includes remote assistance, issue analysis, and communication via Zoom or FaceTime.
  • Video tutorials for self-replacement of parts are also provided.

Warranty Exclusions

  • Normal wear and tear, accessories, consumables, and damage from improper use.
  • During the first 3 months, replacement parts are free.
  • Beyond 3 months, the customer covers shipping and parts cost.
  • Replacement machines (if granted) require the customer to cover shipping costs, and the warranty timeline remains unchanged.

What voids the Warranty

  • Failure to provide requested evidence to technical support.
  • Improper use or refusal to participate in a training session.
  • Dissatisfaction with product performance.
  • Refusal to supply video or other evidence requested by technical support.
  • Unauthorized modifications.
  • Damage from external factors or normal wear.

Support After Warranty

Hg Laser Company offers continued technical support after the warranty period. Fees may apply depending on the service required, but replacement parts will always be available for purchase.

Submitting Videos

For large files, we recommend using WeTransfer (wetransfer.com) and entering [email protected] as the recipient.

This revised policy is more concise, easier to understand, and highlights the key benefits of Hg Laser Company’s warranty and protection programs. It also clarifies the process for filing a damage claim and avoids legal jargon.