1. Our Commitment to Quality
At Gleisan Aesthetics L.L.C., we are dedicated to providing high-quality, reliable, and high-performance beauty equipment for both commercial and personal use. To protect your investment and ensure your confidence in our products, we are proud to offer the following comprehensive warranty and protection plan.
2. Overview of Coverage
Your purchase is protected by two primary guarantees. The specific terms and conditions for each are detailed below.
| Guarantee Type | Coverage Period | Description |
|---|---|---|
| 7-Day Shipping Damage Guarantee | 7 calendar days from the date of delivery. | Protects against damage or functional issues caused during transit. |
| 3-Year Limited Warranty | 3 years (36 months) from the date of delivery. | Covers technical support and replacement parts for machine malfunctions. |
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3. General Exclusions
The following items are excluded from the 3-Year Limited Warranty but are covered by the 7-Day Shipping Damage Guarantee:
- Consumable Items: Gels, liquids, cartridges, disposable tips, and similar items.
- Handheld Devices: All handheld devices are excluded from the 3-year warranty.
Special Condition:
- Machines sold for under $500 are covered by a 6-month Limited Warranty only, commencing from the date of delivery.
No exceptions will be made to the timelines stated in this policy.
4. 7-Day Shipping Damage Guarantee
This guarantee ensures that the product you receive is in perfect working condition and as described. To validate a claim under this guarantee, adherence to the following requirements is mandatory.
4.1. Mandatory Unboxing Video Requirement
An unboxing video is a critical and non-negotiable requirement for processing any shipping damage claim. It serves as definitive proof of the product’s condition upon arrival.
Guidelines for a Valid Unboxing Video:
- Inspect the Exterior: Before accepting the package from the courier, inspect its exterior for any visible damage. Record this inspection.
- Stable & Clear Recording: Place the camera in a stable, well-lit position to ensure the entire unboxing process is clearly visible.
- Show the Shipping Label: Clearly display the shipping label on the package. The label contains the tracking number and your address, proving it is the correct shipment.
- Show All Sides: Rotate the sealed package to show all sides, demonstrating that it has not been previously opened.
- Continuous Recording: Record the entire unpacking process in one continuous, unedited video. This includes opening the box, lifting the machine out, and placing it on a surface. Do not move the package or product out of the camera’s frame at any point.
- Inspect the Product: Once unboxed, thoroughly inspect the product from all angles for any damage, defects, or discrepancies (e.g., wrong product).
- Document Any Issues:
- If Damaged: Clearly show the specific damage on the product and any corresponding damage to the packaging.
- If Wrong Product: Show the product and its packaging/labels to prove it is incorrect. Do not break the seal or use the wrong product.
Please understand that claims submitted without a valid unboxing video that meets these guidelines will not be eligible for this guarantee. Excuses for not providing a video will not be considered.
4.2. Conditions for a Valid Claim
A replacement will be issued only if ALL the following conditions are met:
- The machine arrives non-functional, broken, or you received a product significantly different from the website description.
- The damage is not a minor cosmetic blemish (e.g., small paint scuff) and clearly impacts the machine’s functionality or is a major cosmetic flaw.
- You report the issue in writing to support@gleisan.com within 7 calendar days of the delivery date.
- You provide a clear, unedited unboxing video as per the guidelines above. Large video files must be sent via a service like WeTransfer.com to support@gleisan.com.
- You agree to cooperate with our technical support team, which may include participating in a brief video call to diagnose the issue if requested.
- Our technical team, after reviewing the evidence, determines that the damage affects functionality, is major, and was not caused by the customer during unpacking.
- None of the exclusions listed in section 4.4 apply.
4.3. Resolution for Approved Claims
If all conditions are met, Gleisan Aesthetics L.L.C. will:
- Provide a pre-paid return shipping label (for addresses within the continental USA only).
- Send a brand-new replacement of the exact same model, completely free of charge, after the original unit has been returned and inspected.
Clients outside the continental USA are responsible for their own return shipping arrangements, but a free replacement will be sent upon receipt of the damaged unit.
Please Note: This guarantee provides for a replacement only, not a refund. If you wish to return an unused machine for a refund, please refer to our Refund Policy at: https://gleisan.com/refund-policy. Return shipping costs and other fees may apply as per the policy.
4.4. Exclusions from the Damage Guarantee This guarantee is void if the damage is due to:
- Physical damage caused during unpacking (e.g., friction marks from dragging the machine).
- Misuse of the product (e.g., dropping it, using improper liquids).
- Minor cosmetic issues that do not affect functionality.
- Damage to the outer shipping box only.
- Refusal to cooperate with technical support requests (e.g., providing a test video).
- Dissatisfaction with product results after use.
- Any issue reported more than 7 days after delivery.
5. 3-Year Limited Warranty
This warranty covers defects in materials and workmanship under normal use. The warranty is non-transferable and applies only to the original buyer.
5.1. Scope of Warranty
- Remote Technical Support: Comprehensive troubleshooting via email and video calls (e.g., Zoom, FaceTime).
- Guided Repairs: We provide clear instructional videos for part replacements, enabling you to perform repairs efficiently without shipping the machine.
5.2. Warranty Timeline & Costs
- First 3 Months: We provide necessary replacement parts free of charge. The customer is responsible for shipping costs.
- After 3 Months (up to 3 years): The customer is responsible for the cost of replacement parts AND all associated shipping costs.
5.3. Exclusions & Voiding Conditions This warranty does not cover:
- Normal wear and tear.
- Accessories and consumable parts (e.g., handpieces, tips).
- Damage resulting from misuse, accidents (e.g., dropping, impact), alteration, or failure to follow the user manual.
- Loss of revenue due to machine downtime.
The warranty will be voided if:
- The customer alters the product.
- The customer fails to cooperate with technical support by not providing requested evidence (e.g., photos, videos).
- The customer initiates a credit card chargeback related to the order.
6. Post-Warranty Support
After the warranty period expires, Gleisan Aesthetics L.L.C. will continue to offer technical support and provide access to necessary replacement parts. This post-warranty support may be subject to service and parts fees.
7. How to Submit a Claim
For all warranty or shipping damage inquiries, please contact our technical support team in writing.
- Email: support@gleisan.com
- For Large Video Files: Please use a free service like WeTransfer.com and send the files to support@gleisan.com.
