Warranty & Protection Policy for Milan Laser Hair Professional Spa Equipment
At Milan Laser Hair, we are committed to delivering high-quality spa equipment and exceptional service. We understand the challenges involved in selecting and purchasing new beauty machines, whether for personal or commercial use. To protect your investment, we offer a 3-Year Warranty and a 7-Day Shipping Damage Protection Guarantee. Please review the details below carefully.
Overview of Our Guarantees
- All professional beauty machines purchased from Milan Laser Hair are covered by a 3-Year Warranty (hereafter referred to as the “Warranty”). Coverage begins on the delivery date of the respective machine.
- Each machine is also protected by a 7-Day Shipping Damage Protection Guarantee (hereafter referred to as “Damage Protection Guarantee”), ensuring coverage against damage caused during transit.
General Exceptions
- Consumable items, including but not limited to gels, liquids, cartridges, and tips, are not covered by the Warranty.
- Handheld devices are not covered by the Warranty; however, the 7-Day Damage Protection Guarantee applies to all products listed on our website.
- Machines sold for less than $500 are covered by the Warranty for 6 months from the delivery date.
- Strict adherence to the timelines provided in this policy is required.
Unboxing Video Requirement
To qualify for the Damage Protection Guarantee, buyers must record an unboxing video while initially unpacking their equipment. This video is an essential tool to ensure satisfaction and verify claims.
Guidelines for the Unboxing Video
- Before accepting delivery, inspect the package for visible damage.
- Record the process in a well-lit area with the camera in a stable position.
- Clearly show the shipping label, which includes the tracking number, your address, and product details.
- Display all sides of the unopened package, confirming it has not been previously opened.
- Record the entire unpacking process, including lifting the machine out of the box.
- Show the product from all angles to confirm its condition and check for any defects.
- If the shipment is damaged or incorrect:
- Show the damaged areas or incorrect product on camera.
- Keep the product in its original packaging until the issue is resolved.
Important Notes
- Videos must be continuous, with no cuts or edits.
- Claims without an unboxing video or with repacked shipments will not be accepted.
- Ensure heavy machines are handled by more than one person during unpacking to avoid mishandling.
Damage Protection Guarantee Terms
The Damage Protection Guarantee applies under the following conditions:
- The machine was delivered in a non-functional state or with significant damage affecting functionality.
- Damage excludes minor cosmetic blemishes or damage limited to the external packaging.
- A written damage report is sent to Milan Laser Hair at tech@millanlaserhairs.comor hello@millanlaserhairs.com within 7 calendar days of delivery.
- The buyer provides an unboxing video, uploaded to hello@millanlaserhairs.com via wetransfer.com.
- The buyer agrees to a brief video call with Milan Laser Hair technical support if requested.
- Technical support determines, based on the evidence, that the damage was not caused during unpacking and impacts machine functionality.
- None of the exceptions to the Damage Protection Guarantee apply.
Exceptions to the Damage Protection Guarantee
The Damage Protection Guarantee does not cover:
- Minor cosmetic issues that do not affect functionality.
- Damage caused by improper unpacking or handling.
- Products repacked and reopened to mimic an unboxing process.
Free Replacement Process
If all requirements are met, Milan Laser Hair will:
- Provide a free return shipping label (for addresses within the continental USA).
- Send a brand-new replacement machine of the same model, 100% free of charge.
Note: The Damage Protection Guarantee does not offer refunds. To return an unused machine for a refund, buyers must follow the standard return policy, bearing the shipping costs. Only the product cost will be refunded, minus shipping, handling, and inspection fees.
For full details, visit our Refund Policy: Refund Policy.
If you have further questions or require assistance, please contact us at hello@milanlaserhair.com
EXCEPTIONS TO DAMAGE PROTECTION GUARANTEE:
The Damage Protection Guarantee does not cover any of the following:
Physical damage from unpacking mishandling: Damage caused by unpacking the product in a way that the edges of the box, the floor, or other rough surfaces leave marks on the machine.
Improper product usage: Misuse such as incorrect liquid insertion or dropping the product.
Non-cooperation with technical support: Failure to provide a test video when requested by Milan Laser technical support staff. Test videos are mandatory to validate non-functionality claims.
Lack of physical evidence: Claims without physical evidence (verbal statements alone are insufficient).
Minor cosmetic damages: Issues that are purely cosmetic and do not impact machine functionality.
Unsatisfactory results: Dissatisfaction with product performance after usage.
Logistics box damage: Damage limited to the outer packing box, even if significant (e.g., latch being open or a wheel coming off). The outer box is not included in our guarantees.
Late quality issue reporting: Quality issues reported beyond 7 days after delivery are not covered (refer to Warranty Terms below).
Non-written reports: Damage issues not reported in writing via email.
Warranty Terms:
The Warranty applies exclusively to the buyer who purchased from milanlaserhair.com and is non-transferable unless explicitly approved in writing by the Rejuva Fresh legal team.
Warranty Period:
The 3-year Warranty begins on the delivery date.
Technical Support:
Includes remote technical assistance, issue analysis, and direct communication via Zoom or FaceTime.
Video tutorials for efficient part replacement by the customer are also provided, avoiding the need to send the machine for repair.
Exclusions:
Normal wear and tear, accessories, consumables (tips, handpieces), and damages from improper use are excluded.
During the first 3 months, necessary replacement parts are provided free of charge to resolve issues.
Beyond 3 months, the customer is responsible for shipping costs and the cost of replacement parts.
Replacement Device:
If granted, the customer must cover shipping costs, and the Warranty timeline remains unchanged from the original purchase date.
EXCEPTIONS TO WARRANTY:
The Warranty is voided under the following circumstances:
Failure to provide required evidence: Missing or incomplete evidence/information requested byMilan Laser technical support staff.
Improper usage: Failure to adhere to usage instructions (manual and video instructions) or product misuse.
Non-cooperation with training: Refusal to participate in a Zoom training session if requested to address operational issues.
Unsatisfactory results: Complaints related to dissatisfaction with product performance.
Neglect to provide defect evidence: Refusal to supply a video or other evidence requested by Milan Laser Technical Support.
Product alterations: Unauthorized modifications by the buyer.
Accidental damage: Damages due to external factors such as earthquakes or dropping the product.
External impacts: Damage from foreign objects or harmful chemicals.
Wear and tear: Normal equipment wear over time.
Chargebacks: Opening a bank chargeback related to the order voids the Warranty.
Support After Warranty:
Milan Laser remains available for continued technical and related support post-Warranty. Costs may apply depending on the service required, though replacement parts will always be provided.
Notice Regarding Submission of Videos:
For large file submissions, we recommend using the free online service WeTransfer (wetransfer.com) and entering tech@millanlaserhairs.com as the recipient.