Warranty

Machines warranty and future service

If there is a problem with your item, you must notify us immediately within 7 days of receiving your product, after which the warranty terms is applied where warranty support can only be provided by AW3. We carefully check your items through our strict quality control team  before shipping it to you. You must check for any cosmetic damages before accepting your product from any courier company. Please do not accept if there are cosmetic damages as we cannot hold any responsibility for this.

Warranty is subject up to 48 hours inspection before advise can be given. Customers are liable for all post and packaging costs of both ways. The warranty is being provided directly from the manufacturer where agents, distributors, or affiliates are able to assist during the warranty period.

Prices below are up to date as of 02/03/2014.

Important: We must receive pictures and videos of the problem before we can advise you further, where issues must be logged clearly to avoid miscommunication. The support department has an infrastructure working alongside engineers to solve problems as quickly as possible, it is best to follow their procedures and advice for a speedy recovery of your item. 90% of the time issues can be diagnosed and solved remotely unless there is an actual fault.

Only the support team and engineers are able to deal with technical support. Please do not contact our sale staff, trainers, managers or directors with any machine support or warranty issue as they are not trained to deal with machine fault. Doing this can potentially prolong us to solve your problem even further as information is not correctly recorded. We understand that it is frustrating when there is a problem with your machine or products and we will try to solve it as soon as we could. We cannot be liable for any loss of earnings or loss of business when there is a problem with your product.

During the warranty Period

  • On received and inspection, we aim to fix your machine/parts within 1-2 days so a courtesy machine/parts is not really advisable.
  • You may hire a courtesy machine only while your machine/parts is being repaired. For all laser / IPL machines, a one off fee of £315/$400/€300 is required to rent the machine out while your machine is being repaired.  Teeth Whitening Machine rental is a one off fee of £250/$350/€250. Courtesy machine may not be the same model as your own machine and you must return it to us once your machine is fixed.
  • Customers are to pay/arrange delivery of replacement machine as well as your own machine.
  • For IPL/ Laser/YAG/Lipo/Cavitation/Cryolipolysis, courtesy machines do not include filters and handles as you must use your own. Unless we provide you with a different model then we will provide you with handles and filters.
  • For IPL/ YAG it is normal for the handle to become weaker over time where users have to increase the energy to get the same effect as a new handle. The handle usually lasts much longer but we cover new handles up to 10,000 shots or 12 months, which ever is earlier. Warranty does not cover accidental damage, wear and tear to handle or filters.
  • For Laser diode hair removal, it is normal for the handle to become weaker over time where users have to increase the energy to get the same effect as a new handle. The handle usually lasts much longer but we cover new handles up to 200,000 shots or 12 months, which ever is earlier. Warranty does not cover accidental damage, wear and tear to handle or filters.
  • Teeth whitening light bulbs do last a long time, but are not covered under warranty after 7 days. Due to the nature of the bulbs itself it can be fragile and blow at any given time.
  • Laser diode pads, cavitation handles, RF handles can lasts many hours, since they are consumable items, they are not covered under warranty. From time to time, you will need to replace them for better customer results.
  • A deposit, payment, rental agreement together with your existing machine is required before a courtesy machine can be released.
  • Consumable parts or other parts such as adapters, power cable, filters, lipo pads are not covered under warranty. Due to factors such as electric current, usage and the nature of the items which cannot be covered. These items can only be replaced within 7 days and does not cover accidental damage.
  • New warranty or extended purchased warranty cannot be forwarded to another customer/business.

After the warranty period

  • If you require a temporary replacement service, for all IPL/ Laser/YAG/Lipo/Cavitation/Cryolipolysis machines, a one off cost of £500/$1000/€700 is required to rent out the machine until your machine is fixed. If you have extended warranty cover, then your work will be a priority with a turn around in just 1-2 days if your machine model is still in production. If you do not have extended warranty, it may take up to 1-2 week for your machine to be repaired depending on engineer’s schedule, weather the machine is still in production and the actual fault. Courtesy machines may not be the same model as your own machine, we aim to fix your machine ASAP.
  • For IPL/ Laser/YAG/Lipo/Cavitation/Cryolipolysis replacement machines do not include filters and handles as you must use your own. Unless we provide you with a different model then we will provide you with handles and filters.
  • A deposit, payment, rental agreement together with your existing machine is required before a courtesy machine can be released.

Repaired Warranty Terms

  • Repaired parts after the warranty period is covered for 90 days if your machine is being serviced regularly.
  • If your machine is not serviced within the recommended period, repaired parts is only covered for 30 days warranty.

Worldwide Warranty– If there is not a repair base in your country, we will send the parts for your electrician to fit with our guidance and support. This apply immediately after you have receive your machine. Due to high international postage costs, it is not ideal for the machine to be sent back to us. This also apply to brand new machine which may have a small chance of parts being damaged in transit. With our guidance and support, it is very simple to resolve the issue immediately as we have been doing this with many customers all around the world.

None of our staff/management can override this warranty policy in any circumstances.

Leave a Reply

Your email address will not be published. Required fields are marked *