Warranty Policy

As a spa equipment industry leader, Rejuva Fresh comprehends the challenges associated with choosing and purchasing new beauty equipment. Our professional grade machines deliver exceptional performance and dependability for both commercial and personal applications.

And, to protect your investment and help you rest easy, Rejuva Fresh is pleased to offer and lifetime warranty and lifetime technical support. We also include 18 months free parts replacement, and a 7 day shipping protection guarantee. Please read the following details thoroughly so you can clearly understand the terms and exceptions.

As our client, you have our reliable support on your journey to success in business and in beauty.

Overview of Lifetime Warranty & Guarantees:

Each professional beauty machine purchased from Rejuva Fresh is covered by a lifetime warranty (“the Warranty”). The Warranty includes a Lifetime Support Guarantee. Lifetime Support Guarantee includes efficient remote technical advice and remote assistance to solve any and all technical issues. Lifetime Support Guarantee also includes supplying required replacement parts and consumables.

The Warranty also includes 18 months of free* parts replacement (*exclusions apply. For example accidental damage is not covered).

Each of your professional machine(s) is also covered by a 7 day shipping protection guarantee (hereafter referred to as “Shipping Protection Guarantee”), insuring you against the possibility of damage caused by logistics transit.

General Exceptions to Warranty & Guarantees:

Consumable items, including (but not limited to) gels or liquids or cartridges or tips, are not covered by the Warranty or Lifetime Support Guarantee.

Devices sold for less than $500 USD (purchase price) are not covered by the general Warranty or Lifetime Support Guarantee. Regarding devices sold for less than $500 USD (purchase price) , the Warranty for Parts is for 6 months only, from the date of delivery.

No exceptions will be made to the timelines provided in this policy. Contact information for Rejuva Fresh: hello@rejuvafresh.com, 1-800-249-1310.

Unboxing Video Requirement

In order for the Shipping Protection Guarantee to apply, you, the buyer, are required to film and save an unboxing video while you initially unpack your equipment. Unboxing videos are more than just a requirement for the Shipping Protection Guarantee to apply – they are a vital tool for ensuring your satisfaction and trust.

Guidelines for Unboxing Video are as follows:

Inspect the shipment upon delivery and document with video and pictures.
Position the camera on a stable surface in a well-lit environment for optimal clarity.
Display the shipping label on the camera, found on the package. This label includes the tracking number, address, and product specifics.
Show all sides of the package to demonstrate that the package has not been opened before, and you are opening it for the first time. Show the sealed wire lock up close which proves the box has not been opened.
Take a close up video of the process of cutting the wire lock open , opening the box, and removing the padding.
The entire unpacking, including lifting machine out of the box, must be recorded.
Once the shipment is opened, please make sure that the product delivered is correct and not damaged.
Also, check the product from all angles if there is any defect on the product. If the defect is not noticed immediately, we strictly do not entertain any request later.
In case everything is ok, and the product is correct & in perfect condition, you are good to go.
In case of a damaged shipment: Once the package is opened, please show the product box's condition in the camera to show any damages on the box and also show the product itself.
Once the package is opened and repacked just for the purpose of the unboxing video, such a video will not be accepted.

Shipping Protection Guarantee Terms:

Please Note: some machines are very heavy and will require more than one strong person to unpack and set up. If you do not take a proper Unboxing Video, the Shipping Protection Guarantee is not applicable. In this case, if there is any issue, normal Warranty terms apply.

Shipping Protection Guarantee applies if all of following are true:

1) You provide a complete Unboxing Video. The Unboxing Video must be sent to hello@rejuvafresh.com using wetransfer.com.

2) Machine was delivered and it doesn't work or function correctly, or is somehow broken in a way that impacts functionality of the machine, or if you received the wrong product (significantly (at least 25% different) from the description and images)

3) There is obvious significant logistics damage, which is not limited to minor cosmetic blemishes nor limited to the logistics packing box.

4) Report of such logistics damage is made to Rejuva Fresh in writing (to tech@rejuvafresh.com or hello@rejuvafresh.com), within 7 calendar days of delivery date.

5) Buyer participates in brief video call with Rejuva Fresh tech support to check the machine (only if Rejuva Fresh tech support requests this meeting is it a requirement.)

6) Rejuva Fresh tech support assesses that, based on your Unboxing Video, the damage affects the machine functionality and/or is major cosmetic damage, AND such damage was not caused by unpacking.

7) None of the below “EXCEPTIONS TO SHIPPING PROTECTION GUARANTEE” apply.

If ALL 7 of the above conditions are met, Rejuva Fresh will provide a free return shipping label to return the damaged item and send you a brand new replacement of the exact same machine, at no cost to you.

This Guarantee is subject to the approval of Rejuva Fresh. If, based on the evidence provided by the buyer, the machine is not actually broken or if damage is very minor (such as a spot of paint rubbed off) or easily repaired by simple steps, machine will not be replaced, and instead a solution will by given.

Additionally, the return label will only be provided if your shipping address is within the continental USA. Clients with shipping addresses outside the continental United States will be responsible for your own return shipping arrangements. A brand new replacement of the exact same machine will still be provided after the original machine is returned.

The Shipping Protection Guarantee does not include the offer of any refund. Only a free replacement machine will be provided. Should you want to return your unopened machine (box still sealed with the wire lock as verified by video call) for a refund, you may do so by applying here: https://rejuvafresh.com/a/returns, in which case you are responsible for return shipping costs, and only the product cost will be refunded. Shipping, handling and associated inspection fees will be deducted from your refund. Read full Refund Policy: https://rejuvafresh.com/policies/refund-policy.

Exceptions to the Shipping Protection Guarantee:

The Shipping Protection Guarantee does not cover any of the following:

Physical damage resulting from unpacking the product in such a way the at edges of the box or the floor or other rough surfaces cause friction marks in the machine.
Other misuse of the product (example - improper liquid insertion into machine or dropping the product).
Your refusal or negligence to make a test video upon the request of Rejuva Fresh technical support staff. Such test videos may be required to confirm the validity of the non functioning, and you are required to cooperate and provide all such videos.
Reported damages for which no physical evidence is provided by you (your speech or words by themselves are not considered valid evidence.)
Minor damages which are purely cosmetic and don’t affect functionality.
Your potential lack of satisfaction with results achieved after testing out or using the product.
Damages to the logistics outer packing box only, even if it is significant damage to the outer box such as a latch being open or a wheel coming off. (Box is not covered in our guarantees).
All quality issues reported by you more than 7 days after delivery. (For this case, please refer to our Warranty Terms described below).
All damage issues not reported in writing by email.

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Lifetime Warranty & Lifetime Support Guarantee Terms:

The Warranty applies only to you, the buyer, who purchased from Rejuva Fresh, LLC. The Warranty is not transferable unless your request for transfer is approved by Rejuva Fresh legal team, in writing.

The Lifetime Warranty period commences on the date of delivery.
The Warranty includes remote technical support including comprehensive analysis of any issues and communication with our technicians by Zoom.
The Warranty includes video call assistance during US business hours 11am - 8pm Monday - Friday by Zoom to guide you exactly how to replace parts, so the issue can be solved efficiently, often the same day, without the need to ship your machine to our service center for repair.
Should you try to repair the machine by yourself without our staff’s assistance on a Zoom call or in person, and you break the machine, Rejuva Fresh is not responsible in any way, but we will still do our best to assist you.
If you tell us in writing that you don’t want to let us guide you by Zoom, and request a repair person fix everything for you, we will arrange the in person repair service within 72 hours after full payment for the service is received from you. You, the buyer, are fully responsible for in person repair costs.
The Warranty excludes normal wear and tear, accessories, and parts such as tips, handpieces, or other related items. Damage resulting from inappropriate use will also void the Warranty.
During the first 18 months of the Warranty, free replacement parts that are necessary to solve any issues are included. If any of the below listed exceptions apply, the cost of the parts and related shipping cost will be the buyer’s responsibility.
Rejuva Fresh is not responsible for revenue loss due to downtime required for repair, replacement, or shipping time.
The Warranty covers supplying necessary replacement parts and advice and video instructions showing how to install such parts. You, the buyer, are responsible for all incurred shipping costs. And after a period of 18 months, the buyer is also responsible for the cost of such parts.
If a replacement device is granted, it will be at the sole discretion of Rejuva Fresh. If a replacement device is granted, the customer is responsible for all associated shipping costs (returning the original device and receiving the new one), and the warranty time frames remain the same from the original purchase. Shipping costs for replacement devices will not be covered by Rejuva Fresh and are the responsibility of the buyer.

EXCEPTIONS TO LIFETIME WARRANTY:

The above guarantees are all voided if any one or more if the following applies

You don’t provide evidence/information demonstrating the issue(s) to be fixed. Evidence/information is specifically defined as evidence/information requested by the technical support staff of Rejuva Fresh.
You don’t follow the usage instructions (instructions manual and video instructions)/Misuse of the product.
You refuse to participate in the free Zoom video conference with Rejuva Fresh training staff, should Rejuva Fresh Technical staff determine you are not operating the equipment correctly.
Lack of satisfaction with results achieved from using the product.
Cases in which you refuse to or neglect to provide any evidence of the defect or damage claimed (example - negligence to provide a video requested by Rejuva Fresh Technical Support.)
Opening a bank chargeback or PayPal dispute related to your order will completely void the Warranty. Any refusal to pay for equipment delivered to the buyer will completely void the Warranty. At the discretion of Rejuva Fresh, the Warranty may be reinstated upon successful payment for the equipment, however such reinstatement will be at the sole discretion of Rejuva Fresh. Under no circumstances will Rejuva Fresh be held liable if we decide to not reinstate the Warranty following a refusal to pay for the equipment you received.
Alteration of the product by the buyer.
Accidental damage (examples - earthquake, dropping the product).
Impact or insertion of foreign objects or application of harmful chemicals.
Normal wear and tear of the equipment.

Notice Regarding Submission of Videos:

For larger files we suggest using the following free online method: wetransfer.com. Please enter tech@rejuvafresh.com or hello@rejuvafresh.com as the receiver.